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

Source Title: International Journal of Asian Business and Information Management (IJABIM)11(1)

ISSN: 1947-9638|EISSN: 1947-9646|EISBN13: 9781799806417|DOI: 10.4018/IJABIM.2020010105

MLA

Alam, Syed Shah, et al. "Customer Satisfaction in Online Shopping in Growing Markets: An Empirical Study." IJABIM vol.11, no.1 2020: pp.78-91. http://doi.org/10.4018/IJABIM.2020010105

APA

Alam, S. S., Ali, M. H., Omar, N. A., & Hussain, W. M. (2020). Customer Satisfaction in Online Shopping in Growing Markets: An Empirical Study. International Journal of Asian Business and Information Management (IJABIM), 11(1), 78-91. http://doi.org/10.4018/IJABIM.2020010105

Chicago

Alam, Syed Shah, et al. "Customer Satisfaction in Online Shopping in Growing Markets: An Empirical Study," International Journal of Asian Business and Information Management (IJABIM) 11, no.1: 78-91. http://doi.org/10.4018/IJABIM.2020010105

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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.