Customer satisfaction in online shopping in growing markets: An empirical study

Syed Shah Alam, Mohd Helmi Ali, Nor Asiah Omar, Wan Mohd Hirwani Wan Hussain

Research output: Contribution to journalArticle

Abstract

The aim of this study is to examine the factors affecting customer satisfaction in online shopping. The conceptual model for this study was developed based on the previous research in the online shopping context. In this research, ten hypotheses on factors affecting customer satisfaction in online shopping are outlined with empirical data from 337 respondents. Data was collected through a Google form. The regression results show that customer service, information quality, response time, transaction capability, delivery, merchandise attributes, security/privacy, convenient payment method, and price have significant positive influence on customer satisfaction in online shopping. From a managerial viewpoint, this study results provide support for investment decisions for customer satisfaction from online retailers in Malaysia.

Original languageEnglish
Pages (from-to)78-91
Number of pages14
JournalInternational Journal of Asian Business and Information Management
Volume11
Issue number1
DOIs
Publication statusPublished - 1 Jan 2020

Fingerprint

Customer satisfaction
customer
market
Information services
information service
search engine
transaction
Malaysia
privacy
Empirical study
Online shopping
regression
Factors

Keywords

  • Empirical Study
  • Malaysia
  • Online Shopping
  • Satisfaction

ASJC Scopus subject areas

  • Business and International Management
  • Cultural Studies
  • Computer Science Applications
  • Strategy and Management
  • Management of Technology and Innovation

Cite this

Customer satisfaction in online shopping in growing markets : An empirical study. / Alam, Syed Shah; Ali, Mohd Helmi; Omar, Nor Asiah; Hussain, Wan Mohd Hirwani Wan.

In: International Journal of Asian Business and Information Management, Vol. 11, No. 1, 01.01.2020, p. 78-91.

Research output: Contribution to journalArticle

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