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Customer Satisfaction in Online Shopping in Growing Markets: An Empirical Study

Author

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  • Syed Shah Alam

    (MAHSA University, Jenjarom, Selangor, Malaysia)

  • Mohd Helmi Ali

    (Universiti Kebangsaan Malaysia, Bangi, Malaysia)

  • Nor Asiah Omar

    (Universiti Kebangsaan Malaysia, Bangi, Malaysia)

  • Wan Mohd Hirwani Wan Hussain

    (Universiti Kebangsaan Malaysia, Bangi, Malaysia)

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.

Suggested Citation

  • Syed Shah Alam & Mohd Helmi Ali & Nor Asiah Omar & Wan Mohd Hirwani Wan Hussain, 2020. "Customer Satisfaction in Online Shopping in Growing Markets: An Empirical Study," International Journal of Asian Business and Information Management (IJABIM), IGI Global, vol. 11(1), pages 78-91, January.
    • Handle: RePEc:igg:jabim0:v:11:y:2020:i:1:p:78-91
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    Cited by:

    1. Naiana ŢARCĂ & Mirela BUCUREAN & Dinu SASU & Remus ROȘCA, 2022. "Analysis Of The Online Purchase Behaviour Of Romanians," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 2(2), pages 230-246, December.
    2. Lama Halwani, 2021. "The Online Experience of Luxury Consumers: Insight into Motives and Reservations," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(11), pages 157-157, July.
    3. Maria Rostasova & Anna Padourova & Tatiana Corejova, 2020. "KANO model as a tool of effective customer satisfaction diagnostics of postal services," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 8(2), pages 811-828, December.
    4. Heeseung Yu & Eunkyoung Han, 2021. "Developing a Measure for Online Shopping Mall Reputation (OSMR)," Sustainability, MDPI, vol. 13(7), pages 1-16, March.

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