e-Shopping Behavior: An Empirical Study of Malaysian Consumers

  • Syaza Nabilah Kamal Baharin Universiti Teknologi MARA Shah Alam, Malaysia
  • Najdah Binti Abd Aziz Universiti Teknologi MARA (UiTM)
  • Syahrul Hezrin Mahmud Universiti Teknologi MARA Terengganu Branch, Kuala Terengganu Campus, Terengganu, Malaysia
Keywords: Online shopping, information availability, social influence, trust, Malaysian consumers

Abstract

Malaysia's e-commerce industry has grown tremendously, and many activities have been made online. One of the most common activities is online shopping or e-shopping. Online shopping behavior is the actions and decisions of customers when making purchases and completing transactions through Internet-based platforms. Consumer preference for online shopping is because it offers ease of buying or convenience, time-saving, price sensitive, anywhere-anytime, cost-effective, and other categories availability. Thus, this study investigated a few factors that affect Malaysian consumers' online purchase behavior: information availability, social influence, and trust. The researcher used an online survey and a self-administered questionnaire to gather data on the phenomenon. Data were collected from 297 Malaysian respondents using convenience sampling and analyzed using IBM Statistical Package for the Social Sciences (SPSS) 26.0 version software. The results revealed that all independent variables (information availability, social influence, trust) had a significant positive relationship with the dependent variable (online shopping behavior). This study also proved that information availability was the most influential factor compared to other variables. It is hoped that this study will benefit Malaysian marketers as it focuses on the Malaysian context. This finding will also help e-retailers enhance their online sales by creating a strategy that could attract more customers as a concern for building profitable relationships.

Downloads

Download data is not yet available.

References

Al Hamli, S. S., & Sobaih, A E. (2023). Factors Influencing Consumer Behavior towards Online Shopping in Saudi Arabia Amid COVID-19: Implications for E-Businesses Post Pandemic. Journal of Risk and Financial Management, 16: 36. https://doi.org/10.3390/ jrfm16010036 DOI: https://doi.org/10.3390/jrfm16010036

Al-Tit, A. (2020). E-commerce Drivers and Barriers and Their Impact on e-customer Loyalty in Small and Medium-sized Enterprises (SMEs). Verslas: Teorija Ir praktika/Business: Theory and Practice, 21(1), 146–157. https://doi.org/10.3846/btp.2020.11612 DOI: https://doi.org/10.3846/btp.2020.11612

Cyr, D. (2008). Modeling Website Design Across Cultures: Relationships to Trust, Satisfaction, and e-Loyalty. Journal of Management Information Systems, 24(4), 47–72. https://doi.org/10.2753/MIS0742-1222240402 DOI: https://doi.org/10.2753/MIS0742-1222240402

Daroch, B., Nagrath, G. & Gupta, A. (2021). A Study on Factors Limiting Online Shopping Behavior of Consumers. Rajagiri Management Journal, Vol. 15 No. 1, pp. 39-52. https://doi.org/10.1108/RAMJ-07-2020-0038 DOI: https://doi.org/10.1108/RAMJ-07-2020-0038

Davis, F., & Gnanasekar, M. B. F. (2021). Trust and Product as Moderators in Online Shopping Behavior: Evidence from India. South Asian Journal of Marketing, 2(1), 28–50. https://doi.org/10.1108/sajm-02-2021-0017. DOI: https://doi.org/10.1108/SAJM-02-2021-0017

Goforth, C. (2015). Using and Interpreting Cronbach’s Alpha. Retrieved 16 November 2015, from http://data.library.virginia.edu/using-and-interpreting-cronbachs-alpha

Gulfraz, B. M., Sufyan, M., Mustak, M., Salminen, J. & Srivastava, K. D. (2022). Understanding the Impact of Online Customers’ Shopping Experience on Online Impulsive Buying: A Study on Two Leading E-commerce Platforms. Journal of Retailing and Consumer Services, 68, 103000, ISSN 0969-6989, https://doi.org/10.1016/j.jretconser.2022.103000. DOI: https://doi.org/10.1016/j.jretconser.2022.103000

Guo X., Ling K.C., Liu, M. (2012). Evaluating Factors Influencing Customer Satisfaction Towards Online Shopping in China. Asian Social Science, 8(13) (2012), 40-50. DOI: https://doi.org/10.5539/ass.v8n13p40

Gusti, N. A., Fitriansyah, F., Dadang, L. & Rizky, Y (2023). The Impact of Social Media on Online Shopping Behavior of Gen Z Consumers in Time of Covid-19 Pandemic; The Moderating Role of Celebrity Endorsements. Wseas Transactions on Business and Economics, DOI: 10.37394/23207.2024.21.24 DOI: https://doi.org/10.37394/23207.2024.21.24

Hoh, K. S. (2020). Malaysians lose RM100,000 a day to online shopping cheats. Retrieved from The Sun Daily News Website: https://www.thesundaily.my/local/malaysians-lose-rm100000-a-day-to-online-shopping-che ats-LJ5847951

Hulland, J., Han, B. & Keith, M. S. (2017). Marketing Survey Research Best Practices: Evidence and Recommendations from a Review of JAMS articles. Journal of Academic Marketing Science, DOI 10.1007/s11747-017-0532-y. DOI: https://doi.org/10.1007/s11747-017-0532-y

Ismail, K., Tin, J. W. C., & Chan, J. P. M. (2020). The Mediating Role of Customer Satisfaction in the Relationship between Service Quality and Customer Loyalty. Management And Accounting Review, 20(3). DOI: https://doi.org/10.24191/MAR.V20i03-08

Junhan, L. (2023). Factors Influencing Individuals’ Online Shopping Behavior: A System Review. Journal of Education, Humanities and Social Sciences, 8. DOI: https://doi.org/10.54097/ehss.v8i.4478

Kushmaharani, A. S. & Halim, R. E. (2020), Social Influence and Online Impulse Buying of Indonesian Indie Cosmetic Products. A Journal Iimiah Manjemen, 2(10), 237-248. DOI: https://doi.org/10.22441/mix.2020.v10i2.007

Manandhar, R. B., & Timilsina, J. (2023). Online Shopping and Customer Satisfaction in College–level Students in Kathmandu Valley. Journal of Business and Management, 7(02), 76-88. DOI: https://doi.org/10.3126/jbm.v7i02.62588

Mustafa, I. E. (2011). Determinants of e-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia. Journal of electronic commerce research, 12(1), 78-93.

Naseri, N. R. (2021). Issues and Challenges of Online Shopping Activities on the Impact of Corona Pandemic: A Study on Malaysia Retail Industry. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(10), 7682-7686. DOI: https://doi.org/10.17762/turcomat.v12i10.5680

Nathan, R. J., Soekmawati, Victor, V., Popp, J., Fekete-Farkas, M., & Oláh, J. (2021). Food Innovation Adoption and Organic Food Consumerism- A Cross-National Study between Malaysia and Hungary. Foods, 10(2), 1–21. DOI: https://doi.org/10.3390/foods10020363

Novialeta, N., & Slamet, M. R. (2021). The Effect of Security, Information Availability, Delivery, Quality, Price and Time on Online Shopping Consumer Satisfaction. Icaess, 5–11. https://doi.org/10.5220/0010353500050011 DOI: https://doi.org/10.5220/0010353500050011

Park, C., & Kim, Y. (2003). Identifying Key Factors Affecting Consumer Purchase Behavior in an Online Shopping Context. International Journal of Retail & Distribution Management, 31(1), 16–29. https://doi.org/10.1108/ 09590550310457818 DOI: https://doi.org/10.1108/09590550310457818

Regitha, S. M., Tumbuan, W. J. F. A., & Pandowo, M. H. C. (2021). Determinants of Online Shopping Behavior Case Study: Students of Faculty of Economics and Business. IBA Unsrat. Journal EMBA, 9(4), 543–551.

Ru, L. J., Kowang, T. O., Long, C. S., Fun, F. S., & Fei, G. C. (2021). Factors Influencing Online Purchase Intention of Shopee’s Consumers in Malaysia. International Journal of Academic Research in Business and Social Sciences, 11(1), 761–776 DOI: https://doi.org/10.6007/IJARBSS/v11-i1/8577

Sabiote, C. M., Frías, D. M., & Castañeda, J. A. (2012). E-service Quality as Antecedent to e-Satisfaction: The Moderating Effect of Culture. Online Information Review, 36(2), 157–174. https://doi.org/10.1108/ 14684521211229011 DOI: https://doi.org/10.1108/14684521211229011

Shazadi, T. (2023). Factors Affecting Consumer Satisfaction and Customer Loyalty in Online Shopping. RADS Journal of Business Management, 5(1).

Statista Research Department, Jan 29, 2024, https://blog.commissionfactory.com/ecommerce-marketing/malaysia-ecommerce-statistics

Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: An Initial Examination. Journal of Retailing, 76(3), 309–322. https://doi.org/10.1016/S0022-4359(00)00035-X. DOI: https://doi.org/10.1016/S0022-4359(00)00035-X

Taherdoost, H. (2016). Sampling Methods in Research Methodology; How to Choose a Sampling Technique for Research. International Journal of Academic Research in Management (IJARM)Vol. 5, No. 2, 2016, Page: 18-27, ISSN: 2296-1747.

Tarhini, A., Alalwan, A. A., Al-Qirim, N., Algharabat, R. & Masa’deh, R. (2018). An Analysis of the Factors Influencing the Adoption of Online Shopping. International Journal of Technology Diffusion,9(3). DOI: https://doi.org/10.4018/IJTD.2018070105

Tavakol, M. & Dennick, R. (2011). Making Sense of Cronbach’s alpha. International Journal of Medical Education. 2011; 2:53-55, ISSN: 2042-6372DOI: 10.5116/ijme.4dfb.8dfd. DOI: https://doi.org/10.5116/ijme.4dfb.8dfd

Tzeng, S., Ertz, M., Jo, M. J., & Sarigollu, E. (2020). Factors Affecting Customer Satisfaction on Online Shopping Holiday. Marketing Intelligence & Planning, 39(4). https://doi.org/10.1108/MIP-08-2020-0346 DOI: https://doi.org/10.1108/MIP-08-2020-0346

Vaibhav, C., Sharma, A. & Yadav, M. (2024). Exploring the Impact of Trust, Social Influence, and Peer Recommendation on Buying Behavior in Online Shopping: A Structural Equation Modeling Approach. Educational Administration: Theory and Practice, 30(4),466-476, Doi: 10.53555/kuey.v30i4.1491

Wang, M. C., Wang, E. S., Cheng, J. M., & Chen, A. F. (2009). Information Quality, Online Community and Trust: A Study of Antecedents to Shoppers’ Website Loyalty. International Journal of Electronic Marketing and Retailing, 29(3), 203–219. doi:10.1504/ IJEMR.2009.021806 DOI: https://doi.org/10.1504/IJEMR.2009.021806

Waqas, M., Rafiq, S. & Wu, J. (2023). Online Shopping: A Systematic Review of Customers’ Perceived Benefits and Challenges During COVID-19 Pandemic. Global Knowledge, Memory and Communication, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/GKMC-04-2023-0129 DOI: https://doi.org/10.1108/GKMC-04-2023-0129

Wong, X. A., Wong, Y. H., Xiang, M., &Xiao, H. X. (2024). Factors Influencing Customers' Online Shopping Behavior: A Study of an e-Commerce in Malaysia. International Journal of Tourism & Hospitality in Asia Pacific, 7(1), 71-87 DOI: https://doi.org/10.32535/ijthap.v7i1.2913

Published
2024-07-03
How to Cite
Baharin, S. N. K., Abd Aziz, N. B., & Mahmud, S. H. (2024). e-Shopping Behavior: An Empirical Study of Malaysian Consumers. Journal of Economics and Behavioral Studies, 16(2(J), 99-108. https://doi.org/10.22610/jebs.v16i2(J).3762
Section
Research Paper