The Relationship Service Quality In E-Commerce With Customer Satisfaction

Toh, Hui Boon (2014) The Relationship Service Quality In E-Commerce With Customer Satisfaction. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

The E-Commerce industry in Malaysia is faced with competitive challenges among a variety of E-Commerce retailer and suppliers around the world. The purpose of this study is to identify the key determinants of customer satisfaction in those E-Commerce outlets and the current perceived service quality level amongst Muar office workers. Besides, this study aims to identify the significant relationships between customer satisfactions. Questionnaires were distributed to 150 office workers. A number of significant findings were reported, among the five dimensions tested, assurance was found to be the strongest determinant of customer satisfaction towards E-Commerce industry, followed by tangibility, reliability, responsibility, assurance, and empathy. The results also supported the contention that customer satisfaction would lead to customer purchase intentions.

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