An empirical study on the influences of website design towards customer satisfaction in online shopping

Mahmud, Nurmunirah (2019) An empirical study on the influences of website design towards customer satisfaction in online shopping. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

This paper aims to report the findings of an empirical study on the influences of website design towards customer satisfaction in online shopping. To understand the mechanism surrounding these transactions, this study was conducted to investigate the influences of websites design that affect customer satisfaction in online purchase. In this study include four independent variables, namely web design, security and privacy, usability and accessibility to measure the relationship towards customer satisfaction in online shopping. The data for this research was gathered using questionnaires from 152 respondents in Faculty of Information and Communication Technology (FTMK) at Technical University of Malaysia, Melaka (UTeM). The results indicate that the most influencing factor that affect customer satisfaction in online shopping is accessibility. The findings on this research will be as a benchmark for e-commerce organization in Malaysia to improve their online shopping website to retain and improve their customer satisfaction.

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