The Roles of Advertising and Product Quality on Online Customers' Satisfaction

The daily growth of the internet and e commerce has changed the way of marketing and selling product and service. Internet is changing the way corporation conduct business with their consumers who are increasingly expecting higher service, becoming time saved, and wanting more convenience. The Inter...

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Main Author:	Sukma, Pea
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/2628/1/Sukma_Pea.pdf https://etd.uum.edu.my/2628/2/1.Sukma_Pea.pdf
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id	my-uum-etd.2628
record_format	uketd_dc
spelling	my-uum-etd.26282023-07-30T00:12:19Z The Roles of Advertising and Product Quality on Online Customers' Satisfaction 2011-02-10 Sukma, Pea Mohd Noor, Nor Azila College of Business (COB) College of Business HF5001-6182 Business The daily growth of the internet and e commerce has changed the way of marketing and selling product and service. Internet is changing the way corporation conduct business with their consumers who are increasingly expecting higher service, becoming time saved, and wanting more convenience. The Internet has significantly increased the bargaining power of consumers and to sustain in this business field, business organization need to know how to satisfy their customer. The purpose of this research is to study the factor affected customer satisfaction towards online shopping among staff at University Utara Malaysia (UUM). The objectives of the study were 1) to determine which factor more contribute in online customer satisfaction among staff in UUM and 2) to examine the relationship between online customer satisfaction and quality of advertising, and product/service quality among staff in UUM. Data were collected from 60 from academic and non-academic staff by using simple random sampling where every each element in the population will have an equal chance of being included in the sample. Further, in this study data were analyzed using SPSS version 14.0 and the tests conducted were Pearson's Correlation and multiple regression. From the correlation and multiple regression analysis, the result indicates that the factor more contribute in online customer satisfaction is a quality of advertising compared with product/service quality factor. Besides, all the factor have a significantly and positive relationship towards customer satisfaction Recommendations for future research were also discussed. 2011-02 Thesis https://etd.uum.edu.my/2628/ https://etd.uum.edu.my/2628/1/Sukma_Pea.pdf text eng public https://etd.uum.edu.my/2628/2/1.Sukma_Pea.pdf text eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mohd Noor, Nor Azila
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Sukma, Pea The Roles of Advertising and Product Quality on Online Customers' Satisfaction
description	The daily growth of the internet and e commerce has changed the way of marketing and selling product and service. Internet is changing the way corporation conduct business with their consumers who are increasingly expecting higher service, becoming time saved, and wanting more convenience. The Internet has significantly increased the bargaining power of consumers and to sustain in this business field, business organization need to know how to satisfy their customer. The purpose of this research is to study the factor affected customer satisfaction towards online shopping among staff at University Utara Malaysia (UUM). The objectives of the study were 1) to determine which factor more contribute in online customer satisfaction among staff in UUM and 2) to examine the relationship between online customer satisfaction and quality of advertising, and product/service quality among staff in UUM. Data were collected from 60 from academic and non-academic staff by using simple random sampling where every each element in the population will have an equal chance of being included in the sample. Further, in this study data were analyzed using SPSS version 14.0 and the tests conducted were Pearson's Correlation and multiple regression. From the correlation and multiple regression analysis, the result indicates that the factor more contribute in online customer satisfaction is a quality of advertising compared with product/service quality factor. Besides, all the factor have a significantly and positive relationship towards customer satisfaction Recommendations for future research were also discussed.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Sukma, Pea
author_facet	Sukma, Pea
author_sort	Sukma, Pea
title	The Roles of Advertising and Product Quality on Online Customers' Satisfaction
title_short	The Roles of Advertising and Product Quality on Online Customers' Satisfaction
title_full	The Roles of Advertising and Product Quality on Online Customers' Satisfaction
title_fullStr	The Roles of Advertising and Product Quality on Online Customers' Satisfaction
title_full_unstemmed	The Roles of Advertising and Product Quality on Online Customers' Satisfaction
title_sort	roles of advertising and product quality on online customers' satisfaction
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2011
url	https://etd.uum.edu.my/2628/1/Sukma_Pea.pdf https://etd.uum.edu.my/2628/2/1.Sukma_Pea.pdf
_version_	1776103601084563456

The Roles of Advertising and Product Quality on Online Customers' Satisfaction

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