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Customer Satisfaction in Online Shopping in Growing Markets: An Empirical Study
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Author(s): Syed Shah Alam (MAHSA University, Jenjarom, Selangor, Malaysia), Mohd Helmi Ali (Universiti Kebangsaan Malaysia, Bangi, Malaysia), Nor Asiah Omar (Universiti Kebangsaan Malaysia, Bangi, Malaysia) and Wan Mohd Hirwani Wan Hussain (Universiti Kebangsaan Malaysia, Bangi, Malaysia)
Copyright: 2021
Pages: 15
Source title:
Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-7998-8957-1.ch093
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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.
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