Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie

Hairuddin, Hanitahaiza and Abu Seman, Sharidatul Akma and Mohamad Mozie, Noorizan (2019) Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie. Advances in Business Research International Journal (ABRIJ), 5 (3). pp. 1-10. ISSN 2462-1838

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Abstract

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.

Metadata

Item Type: Article
Creators:
Creators
Email
Hairuddin, Hanitahaiza
nita_arif@uitm.edu.my
Abu Seman, Sharidatul Akma
sharidatul@uitm.edu.my
Mohamad Mozie, Noorizan
noorizan0321@uitm.edu.my
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Electronic commerce
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Business and Management
Journal or Publication Title: Advances in Business Research International Journal (ABRIJ)
UiTM Journal Collections: UiTM Journal > Advances in Business Research International Journal (ABRIJ)
ISSN: 2462-1838
Volume: 5
Number: 3
Page Range: pp. 1-10
Official URL: https://abrij.uitm.edu.my
Item ID: 29208
Uncontrolled Keywords: Information Quality, E-Service Quality, Usefulness, Security, E-Commerce, Customer Satisfaction
URI: https://ir.uitm.edu.my/id/eprint/29208

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29208

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