Factors Influencing Online Shopping And Its Effect On Customer Satisfaction

Azman, Muhammad Faiz (2016) Factors Influencing Online Shopping And Its Effect On Customer Satisfaction. Project Report. UTeM, Melaka, Malaysia. (Submitted)

Text (24 Pages) Factors Influencing Online Shopping And Its Effect On Customer Satisfaction.pdf - Submitted Version Download (357kB)

Abstract

Internet has developed in new delivery channels electronic transactions are increasing rapidly. Internet is a medium that connecting people around the world without geographical limitations and ability to provide an opportunity for anyone to do the business in cyberspace regardless of place. Nowadays, online shopping is a fast growing phenomenon. This new trend starts to take place in the hearts of Malaysians. This need has arisen to understand how they perceive directly to buy consumers. Most of the people who use the internet to purchase goods online, but that there are still some reasons for which consumers are reluctant to buy online. The purpose of this study is to determine customer satisfaction with the item affect they purchase through online shopping and determine the factors influencing customer to shopping. There are four factors that being use in this research such as price, convenience, trust and perceive risk. This research will be using qualitative method as the questionnaire survey will be distributed among government workers in Malacca. The result shows that, trust factors is a higher effected customer satisfaction with the item that they purchase through online shopping. Meanwhile, perceive risk factor is less effected through customer satisfaction rather than others factor in this study. Besides, this study shows that the relations between price, convenience, trust and perceive risk with the customer satisfaction. Based on the results, all factors have significant influence on customer satisfaction among the government workers. Lastly, marketer in online shopping should emphasis on important of all factors in this study because it will influence customer satisfaction to get more customers through their website.

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