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You searched Library Catalogue - Author: Solomon, Charmaine.
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Call Number (WOU)
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SP CEMBA 2012 1
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Author
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Lim, Nee Na
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Title
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A study of e-service quality on online investor satisfaction in Penang / Lim Nee Na
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Abstract
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The advent of the internet and e-commerce has increasingly urged industry players to seek competitive advantage in order to increase their market share. One of the most effective tools is through effective delivery of e-service quality. This exploratory study intends to extend a better understanding of e-service quality dimensions that influence the investor satisfaction on online stock trading. On the basic of a detailed literature review, a conceptual framework was developed. The study identifies five dimensions of e-service quality for online stock trading namely efficiency, website design, reliability, responsiveness and personalization. Then, a quantitative research approach was applied and data were gathered through survey questionnaire to investigate the research questions. After that, data presentation and data analysis were conducted in accordance with the research questions and frame of reference. Finally, the findings and conclusions were presented by describing the effect of each service quality dimensions. The limitations of the study and suggestions for future research were also laid out in this study.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2012
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Physical Description
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124 p.; 30 cm.
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Subject
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Wawasan Open University -- Dissertations
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Subject
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Investment advisors -- Malaysia
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