The Implementation Of Click And Brick Business Model In Enhancing Customer Satisfaction

Devandran, Subattra (2014) The Implementation Of Click And Brick Business Model In Enhancing Customer Satisfaction. Project Report. UTeM, Melaka, Malaysia. (Submitted)

Text (24 Pages) The Implementation Of Click And Brick Business Model In Enhancing Customer Satisfaction.pdf - Submitted Version Download (499kB)

Abstract

Nowadays people are busy with hectic working schedule and looking for better way to make purchasing. Thus, click and brick business model has become new method to fulfill customer needs. There are also a number of people who chooses this method because of the benefit which eventually increases customer’s satisfaction for instances unlimited shopping time enable customer to shop instantly and they also does not have to travel to buy the product, besides that purchasing factors such as shopping trip and also exhaustive product selection are also other purchasing factors which increase the level of customer’s satisfaction. Therefore, the purpose of conducting this research is to determine the relationship between purchasing factors and customer satisfaction by using click and brick business model. There were three main purchasing factors that used in this research which are exhaustive product selection, unlimited opening hours and shopping trip. Moreover, critical purchasing factor that contribute to increase the level of customer’s satisfaction by using click and brick business model also has been determined in this research. Finally the researcher also identifies the advantages of choosing click and brick business model. To achieve all this objectives, 110 respondents has been answered the questionnaire and the collected data has been analyzed using multiple regression analysis to determine both the relationship between purchasing factors and customer’s satisfaction; critical purchasing factor that increase the level of customer’s satisfaction and descriptive statics analysis to identify advantages to customers. The result shows the level of significant <0.50 with R= 0.844 and

Actions (login required)

View Item