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You searched Library Catalogue - Publisher: Cataloging Distribution Service, Library of Congress,
Call Number (WOU) SP CEMBA 2016 57
Author Chan, Yen Fung
Title A study on the factors influencing online customer satisfaction at 11street Malaysia. / Chan Yen Fung.
Abstract The Malaysia e-commerce market is growing and is gaining popularity amongst customers in Malaysia. The growth is supported by the high internet penetration rate which facilitate the convenience of online shopping at any time of the day and from any place; at home; at work or even during outings. The e-commerce market in Malaysia is very dynamic, with the existence of numerous online market platforms and new platforms entering the market, all vying for a big slice of the market. All this give rise to intense competition for customers. 11street Malaysia is a relatively new online market platform, which was launched around 18 months ago. Faced with the challenges of intense competition, it becomes more important to know the expectations of customers and to satisfy them so as it could grow its market revenue. This research attempts to study the factors that influence customer satisfaction at 11street Malaysia where five factors of influence was identified based on five dimensions in the RATER model. A cross-sectional design was utilised for this research which was administered using an online self-administered questionnaire. A total of 102 responses was received out of 210 questionnaires distributed and targeted to customers at 11street Malaysia who have made more than one time purchase. The findings revealed that all five factors; site design, convenience, payment security, delivery performance and merchandise value, have a positive relationship on customer satisfaction at 11street Malaysia. Out of these five factors, merchandise value is the most important factor that influence customer satisfaction at 11street Malaysia. The results of this research indicated that the satisfaction of customers at 11street Malaysia is impacted by its site design, convenience, payment security, delivery performance and merchandise value. The management of 11street Malaysia is recommended to focus on these areas in their customer retention and customer acquisition strategy. At the same time, these factors can be incorporated to further delight customers and enhance their competitive edge over other online market platforms.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2016
Physical Description 1 online resource (158 pages) : illustrations, text file, PDF.
Subject Customer satisfaction
Subject Online shopping

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