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A PROPOSED MODEL FOR UNDERSTANDING THE INFLUENCING FACTORS ONCUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING

Publish Year: 1396
Type: Conference paper
Language: English
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AAMC01_001

Index date: 17 August 2018

A PROPOSED MODEL FOR UNDERSTANDING THE INFLUENCING FACTORS ONCUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING abstract

The purpose of this paper is to review about customer satisfaction towards online shopping and to propose a modelfor the influencing factors that might impact customer satisfaction. We develop model based on a review ofprevious research on efficiency, privacy and security, fulfilment and convenience. The model can be used tounderstand customer satisfaction towards online shopping. This research stream can provide valuable insights foronline retailers and factors that influence customer satisfaction on their online purchases. The significance of thisstudy lies in the fact that it will provide vital insights on how effieicney, privacy and security, fullihnent andconvenience affect online customer satisfaction in Malaysia. Web retailers and onlinc sellers will develop effectiveonlinc—shopping strategies to attract new and remain customers if they able to identify the determinants ofcustomer satisfaction toward onlinc shopping.

A PROPOSED MODEL FOR UNDERSTANDING THE INFLUENCING FACTORS ONCUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING Keywords:

A PROPOSED MODEL FOR UNDERSTANDING THE INFLUENCING FACTORS ONCUSTOMER SATISFACTION TOWARDS ONLINE SHOPPING authors

Shaimtulaqnla Kamalul Ariffin

Graduate School of Business, Universiti Sains Malaysia Penang, Malaysia

roh yi ming

Graduate School of Business, Univcrsiti Sains Malaysia Penang, Malaysia