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You searched Library Catalogue - Title: empirical study on the factors influencing the sales productivity of retail banking's sales team in Malaysia / Ng Gim Hee
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Call Number (WOU)
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SP CEMBA 2014 38
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Author
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Se, Shi Yun
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Title
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Customer satisfaction towards online retail business in Malaysia / Se Shi Yun
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Abstract
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The internet acts as a global medium has quickly obtained interest and attractiveness as the most revolutionary marketing tool. The worldwide marketing environment has strongly impacted by the rapid development of the internet. Currently, it has become a popular way for business and customers to perform trade over the internet. Businesses have been keeping up with creative ways to promote their products through the Internet. Therefore, it describes how modern market is replacing the traditional markets. This project is studied in order to identify the factors that may affect Malaysian customer online shopping satisfaction. This research developed a model framework to analyze and determine the relationship between online retail business service quality factors with the customer satisfaction, customer retention and re-purchase intentions. The determinants of customers’ satisfaction that were investigated include website design, security and trust, reliability, responsiveness, service quality and personalization. A total number of 250 questionnaires were distributed and 243 (97%) questionnaire was returned and used in the data analysis. Five-point Likert Scale was used to measure the influential factors towards online retail business. The data analysis had been conducted using descriptive statistics as well as scale measurement and inferential analysis. The findings of the study revealed that all the service quality factors has significant relationship with consumer satisfaction towards online retail business in Malaysia and importantly customer satisfaction has a direct relationship to customer retention and re-purchase intentions. Hence, online retailers need to establish these determinants of customer satisfaction for their business planning due to its great power. It is hoped through this study could facilitate customer retention and re-purchase intentions through customer satisfaction in the online retail market and stand out in the highly competitive business environment. However, future research should conduct longitudinal studies that measure the same sample units of a population over a period of time.
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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, 2014.
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Subject
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Retail trade -- Malaysia
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Subject
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Marketing research
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