Impact of e-service quality on customer satisfaction in Universiti Teknikal Malaysia, Melaka (UTeM)

Wong, Hui San (2019) Impact of e-service quality on customer satisfaction in Universiti Teknikal Malaysia, Melaka (UTeM). Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

	Text (24 Pages) Impact Of E-Service Quality On Customer Satisfaction In Universiti Teknikal Malaysia, Melaka (UTeM).pdf - Submitted Version Download (213kB)
	Text (Full Text) Impact of e-service quality on customer satisfaction in Universiti Teknikal Malaysia, Melaka (UTeM).pdf - Submitted Version Restricted to Registered users only Download (788kB)

Abstract

This study referred to E-S-QUAL model of determinant of electronic service quality in online shopping context and, the purposed of the study is to determine the impact of e-service quality on customer satisfaction. The data were collected from 363 undergraduate students in Universiti Teknikal Malaysia, Melaka (UTeM) by using multistage cluster sampling to identify the respondents. The study result indicated that the overall level of satisfaction on e-service quality by students was at a moderate level. The correlations showed that the customer satisfaction and the dimensions of e-service quality namely; efficiency, fulfilment, privacy and system availability are positively correlated with one another. The result highlighted that the four dimensions in e-service quality are a significant predictor that portrayed 54.2% fit to the model of customer satisfaction. The findings of the study may contribute to the literature of same context and, to the online retailer as a guideline to formulate a new plan in improving customer satisfaction.

Actions (login required)

View Item