Customers’ Satisfaction on the Quality of E-Commerce

Autor:	Noorizan Mohamad Mozie, Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman
Rok vydání:	2019
Předmět:	business.industry media_common.quotation_subject General Engineering General Earth and Planetary Sciences Quality (business) E-commerce Marketing business General Environmental Science media_common
Zdroj:	ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL. 5:1
ISSN:	2462-1838 2462-1455
DOI:	10.24191/abrij.v5i3.9965
Popis:	As an important profit driver for business, e-commerce gives various opportunities to small and huge companies to sustain. Customer will visit e-commerce repeatedly when they feel satisfy with e-commerce services. Hence, this study aims to investigate the impacts of service quality on e-commerce context. Information quality, e-service quality, security and usefulness were predicted to have positive relationship with the customers’ satisfaction. Using purposive sampling techniques, 388 questionnaires were collected from the customers who had experienced in using Lazada and Shopee e-commerce website. PLS-SEM was used to analyse the collected data and test the proposed research hypotheses. The results indicate that information quality, e-service quality and security have positive relationship with user satisfaction, while usefulness is not significant. This finding could be used as a guideline for the companies to improve their e-commerce services.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::289bc2d48e405505d507793545da9914 https://doi.org/10.24191/abrij.v5i3.9965 Zobrazit plný text záznamu