Factors influencing online customer’s satisfaction and loyalty on shopee seller

Azinuddin, Azreen Syafiqah (2023) Factors influencing online customer’s satisfaction and loyalty on shopee seller. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

Problem statement - To understand the factors that affect customer satisfaction so that they can become loyal customers. Research objective - To identify factors influencing online customer satisfaction loyalty on Shopee seller, to analyses data for factors that influencing online customer satisfaction loyalty on Shopee seller, and to justify factors influencing online customer loyalty on Shopee seller the most Respondent - The respondents who answered the survey were 215 respondents, but the analysis only took 204 respondents due to the fact that 11 respondents did not have a Shopee account. Method - Pearson r correlation and multiple regression Findings - Perceived value and customer expectation has effect toward customer satisfaction but customer trust and customer complaint does not have any effect on customer satisfaction.

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