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Online Shopper Satisfaction: Exploring the Impact of e-Service Quality

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Listed:
  • Nazatul Shuhida Ahmad
  • Norliza Saiful Bahry
  • Syukrina Alini Mat Ali
  • Nur Liana Kori
  • Azmi Mat
  • Mohammad Zaim Mohd Salleh

Abstract

The advent of online shopping has brought a significant revolution in how individuals exchange goods and services. Online purchasing has gained considerable popularity, especially after the Movement Control Order due to COVID-19. Therefore, this study aims to find the relationship and identify the most dominant factors of e-service quality that affect online shopping. Convenience sampling was used to collect primary data. 250 self-administered questionnaires with four Likert scales were distributed through a social media channel among Klang Valley residents aged 18 years and above. The data was then analyzed using SPPS Version 26. Multiple Regression Analysis was used to investigate the relationship between e-service quality and customer satisfaction. The researcher found a collective significant effect between Customer Satisfaction and all independent variables except Perceived Risk. Convenience was found to be the most dominant factor that influences Customer Satisfaction. Hence, this study can benefit online business owners as they develop appropriate strategies based on the findings to expand their business.

Suggested Citation

  • Nazatul Shuhida Ahmad & Norliza Saiful Bahry & Syukrina Alini Mat Ali & Nur Liana Kori & Azmi Mat & Mohammad Zaim Mohd Salleh, 2024. "Online Shopper Satisfaction: Exploring the Impact of e-Service Quality," Information Management and Business Review, AMH International, vol. 16(1), pages 106-120.
    • Handle: RePEc:rnd:arimbr:v:16:y:2024:i:1:p:106-120
    DOI: 10.22610/imbr.v16i1(I)S.3734
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    References listed on IDEAS

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    1. Mitchell, V. -W., 2001. "Re-conceptualizing consumer store image processing using perceived risk," Journal of Business Research, Elsevier, vol. 54(2), pages 167-172, November.
    2. Julia Koch & Britta Frommeyer & Gerhard Schewe, 2020. "Online Shopping Motives during the COVID-19 Pandemic—Lessons from the Crisis," Sustainability, MDPI, vol. 12(24), pages 1-20, December.
    3. Rubab Ashiq & Asad Hussain, 2023. "Exploring the effects of e-service quality and e-trust on consumers' e-satisfaction and e-loyalty: insights from online shoppers in Pakistan," Journal of Electronic Business & Digital Economics, Emerald Group Publishing Limited, vol. 3(2), pages 117-141, December.
    4. Rahman, Fathony & Norman, Ruth T., 2016. "The effect of firm scale and CSR geographical scope of impact on consumers' response," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 189-198.
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