A study of implementation of e-commerce to improve customer satisfaction : at JBSB Asmadee Company

Azrai , Azahar (2015) A study of implementation of e-commerce to improve customer satisfaction : at JBSB Asmadee Company. Project Report. UTeM. (Submitted)

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Abstract

As information technology and the popularity of Internet technology and in-depth applications, E-Commerce is at extraordinary pace. E-Commerce is developed to meet a problem or opportunity in business and it is used in business to extend the company abilities and to serve the customers. This research is conducted to implement Ecommerce at JBSB ASMADEE by determine the factors of E-commerce that influence the customer satisfaction. The factors of E-commerce are website, product information, customer service and delivery. The research was conducted using questionnaires distributed to customers of JBSB ASMADEE. Analysis such as correlation coefficient, simple linear regression and multiple linear regression were used in this study. The results of this study was to determine whether the implementation of online sales companies can improve customer satisfaction. The results show that all factors have significant relationship to customer satisfaction and all the factors can be grouped together to predict the customer satisfaction. Hence, the recommendation that researcher suggested is plan properly before make a website, create an attractive website by make the customers easy to navigate on the website, properly organize the information in the E-commerce, create a support center for customer service in the E-commerce and improve the logistic by create a logistic tracking order system upon the delivery that has been made.

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