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E-service quality of online shopping website: customer satisfaction in Lazada

Customers are very important to online vendors; therefore, customer satisfactions become their main focus. For organisations and researchers alike, satisfaction of customer has been a topic of foremost concern. Recently, online vendors are required to offer more services on their websites. In conjun...

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Main Author: Mohd Fudzi, Fatin Syahirah
Format: Thesis
Language:English
English
English
Published: 2019
Subjects:
T58.5-58.64 Information technology
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/9635/1/s824050_01.pdf
https://etd.uum.edu.my/9635/2/s824050_02.pdf
https://etd.uum.edu.my/9635/3/s824050_references.docx
https://etd.uum.edu.my/9635/
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spelling my.uum.etd.96352022-10-04T01:43:00Z https://etd.uum.edu.my/9635/ E-service quality of online shopping website: customer satisfaction in Lazada Mohd Fudzi, Fatin Syahirah T58.5-58.64 Information technology HF5415.33 Consumer Behavior. Customers are very important to online vendors; therefore, customer satisfactions become their main focus. For organisations and researchers alike, satisfaction of customer has been a topic of foremost concern. Recently, online vendors are required to offer more services on their websites. In conjunction with that, quality of service has become an important aspect of customer satisfaction. Studies in the literature have shown that the quality of service is linked to customer satisfaction, including through online services. In the context of online services, some researchers used measurements of e-service quality to assess the quality of service. However, there are limited research on the relationship between customer satisfaction and eservice quality dimensions of the online shopping website. Therefore, the main objective of this study is to examine the relationship between e-SERVQUAL dimensions and customer satisfaction on the online shopping website. The survey of 206 customers of postgraduate students in Universiti Utara Malaysia were used to test the research model and to examine their satisfaction levels of online shopping using the e-SERVQUAL model. SPSS software was used for data analysis, in which correlation test and multiple regression were used to test the hypotheses. Findings showed that the dimensions of web site design, reliability, personalization and trust affect the satisfaction of customers on online shopping website. However, responsiveness is insignificantly related to customer satisfaction. The results recommended that online shopping website providers need to focus on significant elements of the service quality dimensions in order to enhance customers’ satisfaction. 2019 Thesis NonPeerReviewed text en https://etd.uum.edu.my/9635/1/s824050_01.pdf text en https://etd.uum.edu.my/9635/2/s824050_02.pdf text en https://etd.uum.edu.my/9635/3/s824050_references.docx Mohd Fudzi, Fatin Syahirah (2019) E-service quality of online shopping website: customer satisfaction in Lazada. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
English
topic T58.5-58.64 Information technology
HF5415.33 Consumer Behavior.
spellingShingle T58.5-58.64 Information technology
HF5415.33 Consumer Behavior.
Mohd Fudzi, Fatin Syahirah
E-service quality of online shopping website: customer satisfaction in Lazada
description Customers are very important to online vendors; therefore, customer satisfactions become their main focus. For organisations and researchers alike, satisfaction of customer has been a topic of foremost concern. Recently, online vendors are required to offer more services on their websites. In conjunction with that, quality of service has become an important aspect of customer satisfaction. Studies in the literature have shown that the quality of service is linked to customer satisfaction, including through online services. In the context of online services, some researchers used measurements of e-service quality to assess the quality of service. However, there are limited research on the relationship between customer satisfaction and eservice quality dimensions of the online shopping website. Therefore, the main objective of this study is to examine the relationship between e-SERVQUAL dimensions and customer satisfaction on the online shopping website. The survey of 206 customers of postgraduate students in Universiti Utara Malaysia were used to test the research model and to examine their satisfaction levels of online shopping using the e-SERVQUAL model. SPSS software was used for data analysis, in which correlation test and multiple regression were used to test the hypotheses. Findings showed that the dimensions of web site design, reliability, personalization and trust affect the satisfaction of customers on online shopping website. However, responsiveness is insignificantly related to customer satisfaction. The results recommended that online shopping website providers need to focus on significant elements of the service quality dimensions in order to enhance customers’ satisfaction.
format Thesis
author Mohd Fudzi, Fatin Syahirah
author_facet Mohd Fudzi, Fatin Syahirah
author_sort Mohd Fudzi, Fatin Syahirah
title E-service quality of online shopping website: customer satisfaction in Lazada
title_short E-service quality of online shopping website: customer satisfaction in Lazada
title_full E-service quality of online shopping website: customer satisfaction in Lazada
title_fullStr E-service quality of online shopping website: customer satisfaction in Lazada
title_full_unstemmed E-service quality of online shopping website: customer satisfaction in Lazada
title_sort e-service quality of online shopping website: customer satisfaction in lazada
publishDate 2019
url https://etd.uum.edu.my/9635/1/s824050_01.pdf
https://etd.uum.edu.my/9635/2/s824050_02.pdf
https://etd.uum.edu.my/9635/3/s824050_references.docx
https://etd.uum.edu.my/9635/
_version_ 1746212432436527104
score 13.211869

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