E-COMMERCE ADOPTION AND AN ANALYSIS OF THE POPULAR E-COMMERCE BUSINESS SITES IN MALAYSIA

Mohd Fawzy Ab (), Sharuddin Sh, Rajagderan S and Wan Zulkifly Wz
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Mohd Fawzy Ab: Graduate School of Management Management & Science University, Malaysia
Sharuddin Sh: Graduate School of Management, Management & Science University, Malaysia
Rajagderan S: Graduate School of Management, Management & Science University, Malaysia
Wan Zulkifly Wz: Graduate School of Management, Management & Science University, Malaysia

Journal of Internet Banking and Commerce, 2018, vol. 23, issue 01, 01-10

Abstract: Using the E-S-Qual scale, this study investigated the influence of the dimensions - Efficiency, Available, Fulfillment, Privacy, Responsiveness and Contact on customer satisfaction and loyalty intentions among undergraduate students in a Nigerian University. Questionnaire was used to collect data from 167 undergraduate students purposively selected from different faculties in the institution. The combination of snowball and accidental sampling technique was used in reaching the respondents. Data analysis was done using descriptive statistics, Ordinal and Multiple regression analyses and Spearman rank correlation. Results showed that of the six E-S-Qual dimensions, only Efficiency and Responsiveness significantly influenced customer satisfaction, while Fulfillment was the only dimension that significantly influenced loyalty intentions. The study also observed a positive and moderately strong significant relationship between customer satisfaction and loyalty intentions (r=0.451, p

Keywords: User Interface; SEO; e-Commerce; Seositecheckup; Lazada; Lelong; 11Street (search for similar items in EconPapers)
JEL-codes: A11 (search for similar items in EconPapers)
Date: 2018
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