Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan E-Commerce Customers

Hamed. F. Hamed Omar, Kamarudin Bin Saadan and Prof. Kamaruzziman Bin Seman

International Journal of Learning and Development, 2015, vol. 5, issue 1, 86-89

Abstract: Customer satisfaction is a collective outcome of perception, evaluation, and psychological reaction to the Service quality. Due to the increasing competition of E-commerce business and the high demand of the customers, service quality is the fundamental factor to measure customer¡¯s satisfaction within such business.? The primarily purpose of this study is to determine the influence of reliability dimension of E-commerce on Libyan customers satisfaction. Required data was collected through customers¡¯ survey. For conducting customers¡¯ survey likert scale based questionnaire was developed after review of literature. However, customers were selected by random sampling method and a sample size of 384 has been taken. The reliability of construct was tested by using Cronbach¡¯s alpha test, using SPSS18. Cronbach¡¯s alpha coefficients were calculated 0.8 for the questionnaire survey, Because Alpha ¡Ý 0.7, the reliability of the questionnaire is acceptable. The findings show that there is a very strong relationship between quality of service (Reliability) and customer satisfaction. On the basis of the conclusion made, Reliability E-commerce business was representing the ability of the web site to fulfill orders correctly, deliver promptly, and keep personal information secure. Additionally, E-commerce customers in Libya argued that ¡°reliability dimension¡± has a direct positive effect on perceived service quality and their satisfaction on E-commerce business within the country. Henceforth, E-commerce business promoters must provide secure online transactions to make customers feel comfortable.

Date: 2015
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