Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid
The effects of e-Commerce on globalization of economic activities have created opportunity as well as threat to the growth of Small and Medium Enterprises (SMEs). There is a need to develop a better understanding of how subscribers of trade portal evaluate e-services, satisfaction and develop e-loya...
| Format: | Article |
|---|---|
| Language: | English |
| Published: |
Faculty of Business and Management ; UiTM Press
2006
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| Online Access: | https://ir.uitm.edu.my/id/eprint/16755/ |
| _version_ | 1848804092703408128 |
|---|---|
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | The effects of e-Commerce on globalization of economic activities have created opportunity as well as threat to the growth of Small and Medium Enterprises (SMEs). There is a need to develop a better understanding of how subscribers of trade portal evaluate e-services, satisfaction and develop e-loyalty. This research investigated the relationship between core service, supporting services, user interface, perceived value and subscriber satisfaction and loyalty. Data was collected by means of a questionnaire survey distributed to SMEs in Malaysia. The results revealed that user interface and perceived value were the most important drivers of subscriber satisfaction with supporting services a significant but less important driver. A direct link between subscriber satisfaction and loyalty was established. No significant direct effects were found of satisfaction with core service. A positive effect of satisfaction on loyalty of subscriber to continue using the portal was found. A major conclusion was that both perceived value and e-services dimensions should be incorporated into subscriber satisfaction models to provide a more complete picture of the drivers of satisfaction. |
| first_indexed | 2025-11-14T21:49:39Z |
| format | Article |
| id | uitm-16755 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:49:39Z |
| publishDate | 2006 |
| publisher | Faculty of Business and Management ; UiTM Press |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-167552017-05-08T04:17:59Z https://ir.uitm.edu.my/id/eprint/16755/ Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid jibe The effects of e-Commerce on globalization of economic activities have created opportunity as well as threat to the growth of Small and Medium Enterprises (SMEs). There is a need to develop a better understanding of how subscribers of trade portal evaluate e-services, satisfaction and develop e-loyalty. This research investigated the relationship between core service, supporting services, user interface, perceived value and subscriber satisfaction and loyalty. Data was collected by means of a questionnaire survey distributed to SMEs in Malaysia. The results revealed that user interface and perceived value were the most important drivers of subscriber satisfaction with supporting services a significant but less important driver. A direct link between subscriber satisfaction and loyalty was established. No significant direct effects were found of satisfaction with core service. A positive effect of satisfaction on loyalty of subscriber to continue using the portal was found. A major conclusion was that both perceived value and e-services dimensions should be incorporated into subscriber satisfaction models to provide a more complete picture of the drivers of satisfaction. Faculty of Business and Management ; UiTM Press 2006 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/16755/1/AJ_CHUAH%20KEE%20YONG%20JIBE%2006.pdf UNSPECIFIED (2006) Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid. (2006) Journal of International Business, Economics and Entrepreneurship (JIBE) <https://ir.uitm.edu.my/view/publication/Journal_of_International_Business,_Economics_and_Entrepreneurship_=28JIBE=29.html>, 12 (1). pp. 1-31. ISSN 0128-7494 https://jibe.uitm.edu.my/ |
| spellingShingle | Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid |
| title | Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid |
| title_full | Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid |
| title_fullStr | Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid |
| title_full_unstemmed | Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid |
| title_short | Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid |
| title_sort | portal satisfaction: a strategy for customer retention in the electronic era / chuah kee yong, t. ramayah and nabsiah abdul wahid |
| url | https://ir.uitm.edu.my/id/eprint/16755/ https://ir.uitm.edu.my/id/eprint/16755/ |