Factors affecting customer satisfaction in online shopping among urban citizens in Malaysia / Nora Amiza Mohd Amin

This study explains the factors affecting customer satisfaction in online shopping among urban citizens in Malaysia. Generally, the quality of online shopping usually depends on the satisfaction of the customers during their purchasing. The present study explains how happy consumers are with online shopping can be affected by many determinants, which are product variety, information quality, website design and delivery services. The data was taken from people who live in urban area and had experience in online shopping by distribution of questionnaire. The sample of respondents used in this study came from purposive sampling. Furthermore, the data were collected only once a time during the study, the data then will be processed through Statistical Package for the Social Science (SPSS) Version 21 software, and then numerous tests can be processed. Next, the result gathered will be analysed and lastly, the researcher concludes the study that product variety, information quality and delivery service positively related with customer satisfaction while website design does not related with customer satisfaction in online shopping among urban citizens in Malaysia.