Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie
As an important profit driver for business, e-commerce gives various opportunities to small and huge companies to sustain. Customer will visit e-commerce repeatedly when they feel satisfy with e-commerce services. Hence, this study aims to investigate the impacts of service quality on e-commerce con...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universiti Teknologi MARA, Shah Alam
2019
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| Online Access: | https://ir.uitm.edu.my/id/eprint/29208/ |
| _version_ | 1848807177551085568 |
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| author | Hairuddin, Hanitahaiza Abu Seman, Sharidatul Akma Mohamad Mozie, Noorizan |
| author_facet | Hairuddin, Hanitahaiza Abu Seman, Sharidatul Akma Mohamad Mozie, Noorizan |
| author_sort | Hairuddin, Hanitahaiza |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | As an important profit driver for business, e-commerce gives various opportunities to small and huge companies to sustain. Customer will visit e-commerce repeatedly when they feel satisfy with e-commerce services. Hence, this study aims to investigate the impacts of service quality on e-commerce context. Information quality, e-service quality, security and usefulness were predicted to have positive relationship with the customers’ satisfaction. Using purposive sampling techniques, 388 questionnaires were collected from the customers who had experienced in using Lazada and Shopee e-commerce website. PLS-SEM was used to analyse the collected data and test the proposed research hypotheses. The results indicate that information quality, e-service quality and security have positive relationship with user satisfaction, while usefulness is not significant. This finding could be used as a guideline for the companies to improve their e-commerce services. |
| first_indexed | 2025-11-14T22:38:41Z |
| format | Article |
| id | uitm-29208 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:38:41Z |
| publishDate | 2019 |
| publisher | Universiti Teknologi MARA, Shah Alam |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-292082020-04-07T05:18:39Z https://ir.uitm.edu.my/id/eprint/29208/ Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie abrij Hairuddin, Hanitahaiza Abu Seman, Sharidatul Akma Mohamad Mozie, Noorizan Consumer satisfaction Electronic commerce As an important profit driver for business, e-commerce gives various opportunities to small and huge companies to sustain. Customer will visit e-commerce repeatedly when they feel satisfy with e-commerce services. Hence, this study aims to investigate the impacts of service quality on e-commerce context. Information quality, e-service quality, security and usefulness were predicted to have positive relationship with the customers’ satisfaction. Using purposive sampling techniques, 388 questionnaires were collected from the customers who had experienced in using Lazada and Shopee e-commerce website. PLS-SEM was used to analyse the collected data and test the proposed research hypotheses. The results indicate that information quality, e-service quality and security have positive relationship with user satisfaction, while usefulness is not significant. This finding could be used as a guideline for the companies to improve their e-commerce services. Universiti Teknologi MARA, Shah Alam 2019 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/29208/1/29208.pdf Hairuddin, Hanitahaiza and Abu Seman, Sharidatul Akma and Mohamad Mozie, Noorizan (2019) Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie. (2019) Advances in Business Research International Journal (ABRIJ) <https://ir.uitm.edu.my/view/publication/Advances_in_Business_Research_International_Journal_=28ABRIJ=29.html>, 5 (3). pp. 1-10. ISSN 2462-1838 https://abrij.uitm.edu.my |
| spellingShingle | Consumer satisfaction Electronic commerce Hairuddin, Hanitahaiza Abu Seman, Sharidatul Akma Mohamad Mozie, Noorizan Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie |
| title | Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie |
| title_full | Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie |
| title_fullStr | Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie |
| title_full_unstemmed | Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie |
| title_short | Customers’ satisfaction on the quality of e-commerce / Hanitahaiza Hairuddin, Sharidatul Akma Abu Seman and Noorizan Mohamad Mozie |
| title_sort | customers’ satisfaction on the quality of e-commerce / hanitahaiza hairuddin, sharidatul akma abu seman and noorizan mohamad mozie |
| topic | Consumer satisfaction Electronic commerce |
| url | https://ir.uitm.edu.my/id/eprint/29208/ https://ir.uitm.edu.my/id/eprint/29208/ |