Online Shopper Satisfaction: Exploring the Impact of e-Service Quality
Keywords:
e-service quality, online shopper, online purchase, customer satisfaction, online business
Abstract
The advent of online shopping has brought a significant revolution in how individuals exchange goods and services. Online purchasing has gained considerable popularity, especially after the Movement Control Order due to COVID-19. Therefore, this study aims to find the relationship and identify the most dominant factors of e-service quality that affect online shopping. Convenience sampling was used to collect primary data. 250 self-administered questionnaires with four Likert scales were distributed through a social media channel among Klang Valley residents aged 18 years and above. The data was then analyzed using SPPS Version 26. Multiple Regression Analysis was used to investigate the relationship between e-service quality and customer satisfaction. The researcher found a collective significant effect between Customer Satisfaction and all independent variables except Perceived Risk. Convenience was found to be the most dominant factor that influences Customer Satisfaction. Hence, this study can benefit online business owners as they develop appropriate strategies based on the findings to expand their business.
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References
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Ashiq, R., & Hussain, A. (2023). Exploring the effects of e-service quality and e-trust on consumer satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics.
Ballantine, P. W. (2005). Effects of Interactivity and Product Information on Consumer Satisfaction in an Online Retail Setting. International Journal of Retail and Distribution Management, 33(6), 461–471. https://doi.org/10.1108/09590550510600870
Barnes, D. C., Mesmer-Magnus, J., Scribner, L. L., Krallman, A., & Guidice, R. M. (2021). Customer delight during a crisis: understanding delight through the lens of transformative service research. Journal of Service Management, 32(1), 129–141. https://doi.org/10.1108/JOSM-05-2020-014?
Bhatti, A., & Akram, H. (2020). The moderating role of subjective norms between online shopping behavior and its determinants.?International Journal of Social Sciences and Economic Review,?2(2), 1-09.?
Brunner, T. A., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: New versus experienced customers. European Journal of Marketing, 42(9–10), 1095–1105. https:// doi.org/10.1108/03090560810891163?
Blut, M. (2016). E-Service Quality: Development of a Hierarchical Model. Journal of Retailing, 92(4), 500–517. https://doi.org/10.1016/j.jretai.2016.09.002?
Cappelli, L., Guglielmetti, R., Mattia, G., Merli, R., & Francesca Renzi, M. (2011). Testing a customer satisfaction model for online services. International Journal of Quality and Service Sciences, 3(1), 69–92. https://doi.org/10.1108/17566691111115090?
?Camilleri, M. A. (2021). E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out.?Journal of Strategy and Management,?15(3), 377-396.?
Çelik, K. (2021). The effect of e-service quality and after-sales e-service quality on e-satisfaction. Business & Management Studies: An International Journal, 9(3), 1137-1155.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management and Business Excellence. https://doi.org/10.1080/14783360902781923?
Chen, S., & Dhillon, G. (2003). Interpreting Dimensions of Consumer Trust in ECommerce. Information Technology and Management. https://doi.org/10.1023/A:1022962631249?
Clement, J “Countries with the highest number of internet users as of March 2019,” Statista, 2020. https://www.statista.com/statistics/262966/number-ofinternet-users-in-selected-countries/ (accessed Sep. 25, 2020).?
Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and loyalty: The Indian experience. Online Information Review, 32(6), 773–790. https://doi.org/10.1108/14684520810923935??
Department of Statistic Malaysia (2023). Demographic Statistics Malaysia First Quarter 2023. www.dosm.gov.my/uploads/release-content/file_20230510164730.pdf??
Holloway, B. B., & Beatty, S. E. (2008). Satisfiers and dissatisfiers in the online environment: A critical incident assessment. Journal of Service Research, 10(4), 347–364. https://doi.org/10.1177/1094670508314266?
Fan, W., Shao, B., & Dong, X. (2022). Effect of e-service quality on customer engagement behavior in community e-commerce. Frontiers in Psychology, 13, 965998. https://doi.org/10.3389/fpsyg.2022.965998
Filipe, S., Marques, S. H., & Salgueiro, M. de F. (2017). Customer’s relationship with their grocery store: Direct and moderating effects from store format and loyalty programs. Journal of Retailing and Consumer Services, 37, 78–88. https://doi. org/10.1016/j.jretconser.2017.03.002?
GlobalData UK Ltd. (2020, September 8). Covid-19 accelerates e-commerce growth in Malaysia, says GlobalData. GlobalData. Retrieved July 16, 2022, from https://www.globaldata.com/covid-19-accelerates-e-commerce-growthmalaysia-says-globaldata/???
Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40–49. https://doi.org/10.5539/ass.v8n13p40?
Hair, J. F., Celsi, M. W., Money, A. H., Samouel, P. & Page, M. J. (2015).? Essentials of Business Research Methods. (2nd ed). New York: M. E. Sharpe.?
Jain, N. K., Gajjar, H., Shah, B. J., & Sadh, A. (2015). A conceptual framework for measuring e-fulfillment dimensions: A consumer perspective. Journal of Internet Commerce, 14(3), 363-383.
Jiang, L. A., Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), 191-214.
Jun, M., Yang, Z., & Kim, D. S. (2004). Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality and Reliability Management, 21(8), 817–840. https://doi.org/10.1108/02656710410551728?
Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283–302. https://doi.org/10.1108/SAJBS-01-2019-0016??
Koch, J., Frommeyer, B., & Schewe, G. (2020). Online shopping motives during the COVID-19 pandemic—lessons from the crisis.?Sustainability,?12(24), 10247.?
Kotler, P., & Keller, K. L. (2016). Marketing Management? (15th ed.). Pearson Education, Inc.??
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. In International Journal of Retail and Distribution Management. https://doi.org/10.1108/09590550510581485??
Le-Hoang, P. V. (2020). The relationship between online convenience, online customer satisfaction, buying intention and electronic word-of-mouth.?Independent Journal of Management & Production,?11(7), 2943-2966.?
Liao, T. H., & Keng, C. J. (2013). Online shopping delivery delay: Finding a psychological recovery strategy by online consumer experiences. Computers in Human Behavior, 29(4), 1849-1861.
Mitchell, V. W. (2001). Re-conceptualizing consumer store image processing using perceived risk. Journal of Business Research, 54(2), 167-172.
Moorthy, K., Kamarudin, A. A., Govindarajo, N. S., & Ting, L. C. (2022). The upsurge of online shopping in Malaysia during the COVID-19 pandemic. In A New Era of Consumer Behavior-In and Beyond the Pandemic. IntechOpen.
Mpinganjira, M. (2015). Online Store Service Convenience, Customer Satisfaction and Behavioural Intentions: A Focus on Utilitarian Oriented Shoppers. Journal of Economics and Behavioral Studies, 7(1(J)), 36–49. https://doi.org/10.22610/jebs.v7i1(j).561?
Narteh, B. (2013). Service quality in automated teller machines: an empirical investigation. Managing Service Quality: An International Journal, 23(1), 62-89.
Nathan, L. (2021) The Boom of Online Shopping in the Covid-19 Era. Available from: https://themalaysianreserve.com/2021/01/01/the-boom-of-onlineshopping-in-covid-19-era/
Olasanmi, O. O. (2019). Online shopping and customers’ satisfaction in Lagos State, Nigeria. American Journal of Industrial and Business Management, 9(6), 1446-1463.
Oliver. R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research.? 17: 460-469.?
Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. In Journal of Retailing. https://doi.org/10.1016/S0148-2963(99)00084-3?
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005a). E-S-QUAL. Journal of Service Research. https://doi.org/10.1177/1094670504271156?
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005b). E-S-QUAL is a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156?
Putra, H. U., & Antonio, F. (2021). Antecedents of e-service quality, customer satisfaction and trust affect customer intention. Jurnal Mantik, 5(2), 1104-1112.
Raman, R. S., Evdokimov, L., Wurstrow, E., Halderman, J. A., & Ensafi, R. (2020, October). Investigating large-scale HTTPS interception in Kazakhstan. In?Proceedings of the ACM Internet Measurement Conference?(pp. 125-132).?
Rahman, F., & Norman, R. T. (2016). The effect of firm scale and CSR geographical scope of impact on consumers' response. Journal of Retailing and Consumer Services, 28, 189-198.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon. https://doi.org/10.1016/j.heliyon.2019.e0269.??
Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal. https://doi.org/10.1108/09604520310476490?
Salim, M., Hayu, R. S., Agustintia, D., Annisa, R., & Daulay, M. Y. I. (2023). The Effect of Trust, Perceived Risk and E-Service Quality on the Intention to Purchase of E-Commerce Consumers in Indonesia. Journal of Madani Society, 2(1), 53-66.
Salkind, N. (2012). Convenience Sampling. In Encyclopaedia of Research Design. https://doi.org/10.4135/9781412961288.n78?
Setyaning, A. N. A., & Nugroho, S. S. (2020). The influence of website characteristics on customer satisfaction and E-WOM in Indonesia. Jurnal Siasat Bisnis, 148-167.
Samuel, S., & Anita, T. (2023). The relationship between trends in technology use and repurchase intention.?International Journal of Data and Network Science,?7(1), 449-456.?
Shuraddin, S. K. M., & Adnan, W. H. (2022). E-commerce platforms and social media tools: The impact on Malaysian young adults’ buying behavior.?SEARCH Journal of Media and Communication Research (SEARCH),?15.?
Statista, 2021b. U.S. grocery store sales in 2021 [WWW Document]. Groc. Store Sales U. S. 1992 2021. https://www.statista.com/statistics/197621/annualgrocery-store-sales-in-the-us-since-1992/ (accessed 1.6.23).?
Suryani, T., Fauzi, A. A., & Nurhadi, M. (2020). The Determinant of Website Quality and E-Service Quality at SME In Indonesia. Jurnal Manajemen dan Kewirausahaan, 22(2), 131-141.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). EService Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence from Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1). https://doi.org/10.1088/1757-899X/131/1/012012
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers' quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.
U.S. International Trade Administration. (2022). Malaysia-Country Commercial Guide. https://www.trade.gov/country-commercial-guides/malaysia-ecommerce.?
Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. The TQM Journal, (ahead-of-print).
Wang, Y., Lo, H. P., & Hui, Y. V. (2003). The Antecedents of Service Quality and Product Quality and Their Influences on Bank Reputation: Evidence from the Banking Industry in China. Managing Service Quality: An International Journal, 13(1), 72–83. https://doi.org/10.1108/09604520310456726
Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality: scale development and managerial implications. International Journal of operations & production Management, 24(11), 1149-1174.
Zamboni, L., Carli, S., Belleri, M., Giordano, R., Giulia, S., & Lugoboni, F. (2021). COVID-19 lockdown: Impact on online gambling, online shopping, web navigation and online pornography. Journal of Public Health Research, 10, 1959.?
Arilaha, M. A., Fahri, J., & Buamonabot, I. (2021). Customer Perception of E-Service Quality: An Empirical Study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(6), 287-295.
Ashiq, R., & Hussain, A. (2023). Exploring the effects of e-service quality and e-trust on consumer satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics.
Ballantine, P. W. (2005). Effects of Interactivity and Product Information on Consumer Satisfaction in an Online Retail Setting. International Journal of Retail and Distribution Management, 33(6), 461–471. https://doi.org/10.1108/09590550510600870
Barnes, D. C., Mesmer-Magnus, J., Scribner, L. L., Krallman, A., & Guidice, R. M. (2021). Customer delight during a crisis: understanding delight through the lens of transformative service research. Journal of Service Management, 32(1), 129–141. https://doi.org/10.1108/JOSM-05-2020-014?
Bhatti, A., & Akram, H. (2020). The moderating role of subjective norms between online shopping behavior and its determinants.?International Journal of Social Sciences and Economic Review,?2(2), 1-09.?
Brunner, T. A., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: New versus experienced customers. European Journal of Marketing, 42(9–10), 1095–1105. https:// doi.org/10.1108/03090560810891163?
Blut, M. (2016). E-Service Quality: Development of a Hierarchical Model. Journal of Retailing, 92(4), 500–517. https://doi.org/10.1016/j.jretai.2016.09.002?
Cappelli, L., Guglielmetti, R., Mattia, G., Merli, R., & Francesca Renzi, M. (2011). Testing a customer satisfaction model for online services. International Journal of Quality and Service Sciences, 3(1), 69–92. https://doi.org/10.1108/17566691111115090?
?Camilleri, M. A. (2021). E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out.?Journal of Strategy and Management,?15(3), 377-396.?
Çelik, K. (2021). The effect of e-service quality and after-sales e-service quality on e-satisfaction. Business & Management Studies: An International Journal, 9(3), 1137-1155.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management and Business Excellence. https://doi.org/10.1080/14783360902781923?
Chen, S., & Dhillon, G. (2003). Interpreting Dimensions of Consumer Trust in ECommerce. Information Technology and Management. https://doi.org/10.1023/A:1022962631249?
Clement, J “Countries with the highest number of internet users as of March 2019,” Statista, 2020. https://www.statista.com/statistics/262966/number-ofinternet-users-in-selected-countries/ (accessed Sep. 25, 2020).?
Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and loyalty: The Indian experience. Online Information Review, 32(6), 773–790. https://doi.org/10.1108/14684520810923935??
Department of Statistic Malaysia (2023). Demographic Statistics Malaysia First Quarter 2023. www.dosm.gov.my/uploads/release-content/file_20230510164730.pdf??
Holloway, B. B., & Beatty, S. E. (2008). Satisfiers and dissatisfiers in the online environment: A critical incident assessment. Journal of Service Research, 10(4), 347–364. https://doi.org/10.1177/1094670508314266?
Fan, W., Shao, B., & Dong, X. (2022). Effect of e-service quality on customer engagement behavior in community e-commerce. Frontiers in Psychology, 13, 965998. https://doi.org/10.3389/fpsyg.2022.965998
Filipe, S., Marques, S. H., & Salgueiro, M. de F. (2017). Customer’s relationship with their grocery store: Direct and moderating effects from store format and loyalty programs. Journal of Retailing and Consumer Services, 37, 78–88. https://doi. org/10.1016/j.jretconser.2017.03.002?
GlobalData UK Ltd. (2020, September 8). Covid-19 accelerates e-commerce growth in Malaysia, says GlobalData. GlobalData. Retrieved July 16, 2022, from https://www.globaldata.com/covid-19-accelerates-e-commerce-growthmalaysia-says-globaldata/???
Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40–49. https://doi.org/10.5539/ass.v8n13p40?
Hair, J. F., Celsi, M. W., Money, A. H., Samouel, P. & Page, M. J. (2015).? Essentials of Business Research Methods. (2nd ed). New York: M. E. Sharpe.?
Jain, N. K., Gajjar, H., Shah, B. J., & Sadh, A. (2015). A conceptual framework for measuring e-fulfillment dimensions: A consumer perspective. Journal of Internet Commerce, 14(3), 363-383.
Jiang, L. A., Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), 191-214.
Jun, M., Yang, Z., & Kim, D. S. (2004). Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality and Reliability Management, 21(8), 817–840. https://doi.org/10.1108/02656710410551728?
Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283–302. https://doi.org/10.1108/SAJBS-01-2019-0016??
Koch, J., Frommeyer, B., & Schewe, G. (2020). Online shopping motives during the COVID-19 pandemic—lessons from the crisis.?Sustainability,?12(24), 10247.?
Kotler, P., & Keller, K. L. (2016). Marketing Management? (15th ed.). Pearson Education, Inc.??
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. In International Journal of Retail and Distribution Management. https://doi.org/10.1108/09590550510581485??
Le-Hoang, P. V. (2020). The relationship between online convenience, online customer satisfaction, buying intention and electronic word-of-mouth.?Independent Journal of Management & Production,?11(7), 2943-2966.?
Liao, T. H., & Keng, C. J. (2013). Online shopping delivery delay: Finding a psychological recovery strategy by online consumer experiences. Computers in Human Behavior, 29(4), 1849-1861.
Mitchell, V. W. (2001). Re-conceptualizing consumer store image processing using perceived risk. Journal of Business Research, 54(2), 167-172.
Moorthy, K., Kamarudin, A. A., Govindarajo, N. S., & Ting, L. C. (2022). The upsurge of online shopping in Malaysia during the COVID-19 pandemic. In A New Era of Consumer Behavior-In and Beyond the Pandemic. IntechOpen.
Mpinganjira, M. (2015). Online Store Service Convenience, Customer Satisfaction and Behavioural Intentions: A Focus on Utilitarian Oriented Shoppers. Journal of Economics and Behavioral Studies, 7(1(J)), 36–49. https://doi.org/10.22610/jebs.v7i1(j).561?
Narteh, B. (2013). Service quality in automated teller machines: an empirical investigation. Managing Service Quality: An International Journal, 23(1), 62-89.
Nathan, L. (2021) The Boom of Online Shopping in the Covid-19 Era. Available from: https://themalaysianreserve.com/2021/01/01/the-boom-of-onlineshopping-in-covid-19-era/
Olasanmi, O. O. (2019). Online shopping and customers’ satisfaction in Lagos State, Nigeria. American Journal of Industrial and Business Management, 9(6), 1446-1463.
Oliver. R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research.? 17: 460-469.?
Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. In Journal of Retailing. https://doi.org/10.1016/S0148-2963(99)00084-3?
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005a). E-S-QUAL. Journal of Service Research. https://doi.org/10.1177/1094670504271156?
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005b). E-S-QUAL is a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156?
Putra, H. U., & Antonio, F. (2021). Antecedents of e-service quality, customer satisfaction and trust affect customer intention. Jurnal Mantik, 5(2), 1104-1112.
Raman, R. S., Evdokimov, L., Wurstrow, E., Halderman, J. A., & Ensafi, R. (2020, October). Investigating large-scale HTTPS interception in Kazakhstan. In?Proceedings of the ACM Internet Measurement Conference?(pp. 125-132).?
Rahman, F., & Norman, R. T. (2016). The effect of firm scale and CSR geographical scope of impact on consumers' response. Journal of Retailing and Consumer Services, 28, 189-198.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon. https://doi.org/10.1016/j.heliyon.2019.e0269.??
Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal. https://doi.org/10.1108/09604520310476490?
Salim, M., Hayu, R. S., Agustintia, D., Annisa, R., & Daulay, M. Y. I. (2023). The Effect of Trust, Perceived Risk and E-Service Quality on the Intention to Purchase of E-Commerce Consumers in Indonesia. Journal of Madani Society, 2(1), 53-66.
Salkind, N. (2012). Convenience Sampling. In Encyclopaedia of Research Design. https://doi.org/10.4135/9781412961288.n78?
Setyaning, A. N. A., & Nugroho, S. S. (2020). The influence of website characteristics on customer satisfaction and E-WOM in Indonesia. Jurnal Siasat Bisnis, 148-167.
Samuel, S., & Anita, T. (2023). The relationship between trends in technology use and repurchase intention.?International Journal of Data and Network Science,?7(1), 449-456.?
Shuraddin, S. K. M., & Adnan, W. H. (2022). E-commerce platforms and social media tools: The impact on Malaysian young adults’ buying behavior.?SEARCH Journal of Media and Communication Research (SEARCH),?15.?
Statista, 2021b. U.S. grocery store sales in 2021 [WWW Document]. Groc. Store Sales U. S. 1992 2021. https://www.statista.com/statistics/197621/annualgrocery-store-sales-in-the-us-since-1992/ (accessed 1.6.23).?
Suryani, T., Fauzi, A. A., & Nurhadi, M. (2020). The Determinant of Website Quality and E-Service Quality at SME In Indonesia. Jurnal Manajemen dan Kewirausahaan, 22(2), 131-141.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). EService Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence from Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1). https://doi.org/10.1088/1757-899X/131/1/012012
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers' quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.
U.S. International Trade Administration. (2022). Malaysia-Country Commercial Guide. https://www.trade.gov/country-commercial-guides/malaysia-ecommerce.?
Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. The TQM Journal, (ahead-of-print).
Wang, Y., Lo, H. P., & Hui, Y. V. (2003). The Antecedents of Service Quality and Product Quality and Their Influences on Bank Reputation: Evidence from the Banking Industry in China. Managing Service Quality: An International Journal, 13(1), 72–83. https://doi.org/10.1108/09604520310456726
Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality: scale development and managerial implications. International Journal of operations & production Management, 24(11), 1149-1174.
Zamboni, L., Carli, S., Belleri, M., Giordano, R., Giulia, S., & Lugoboni, F. (2021). COVID-19 lockdown: Impact on online gambling, online shopping, web navigation and online pornography. Journal of Public Health Research, 10, 1959.?
Published
2024-04-27
How to Cite
Ahmad, N. S., Bahry, N. S., Ali, S. A. M., Kori, N. L., Mat, A., & Mohd Salleh, M. Z. (2024). Online Shopper Satisfaction: Exploring the Impact of e-Service Quality. Information Management and Business Review, 16(1(I)S), 106-120. https://doi.org/10.22610/imbr.v16i1(I)S.3734
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Copyright (c) 2024 Nazatul Shuhida Ahmad, Norliza Saiful Bahry, Syukrina Alini Mat Ali, Nur Liana Kori, Azmi Mat, Mohammad Zaim Mohd Salleh
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