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

Syed Shah Alam, Mohd Helmi Ali, Nor Asiah Omar and Wan Mohd Hirwani Wan Hussain
Additional contact information
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

International Journal of Asian Business and Information Management (IJABIM), 2020, vol. 11, issue 1, 78-91

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.

Date: 2020
References: Add references at CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 18/IJABIM.2020010105 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jabim0:v:11:y:2020:i:1:p:78-91

Access Statistics for this article

International Journal of Asian Business and Information Management (IJABIM) is currently edited by Patricia Ordóñez de Pablos

More articles in International Journal of Asian Business and Information Management (IJABIM) from IGI Global
Bibliographic data for series maintained by Journal Editor ().