E-service quality of online shopping website: customer satisfaction in Lazada

Customers are very important to online vendors; therefore, customer satisfactions become their main focus. For organisations and researchers alike, satisfaction of customer has been a topic of foremost concern. Recently, online vendors are required to offer more services on their websites. In conjun...

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Main Author:	Mohd Fudzi, Fatin Syahirah
Format:	Thesis
Language:	eng eng eng
Published:	2019
Subjects:	T58.5-58.64 Information technology HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/9635/1/s824050_01.pdf https://etd.uum.edu.my/9635/2/s824050_02.pdf https://etd.uum.edu.my/9635/3/s824050_references.docx
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id	my-uum-etd.9635
record_format	uketd_dc
spelling	my-uum-etd.96352022-10-04T01:43:00Z E-service quality of online shopping website: customer satisfaction in Lazada 2019 Mohd Fudzi, Fatin Syahirah Rusly, Fariza Hanim Tunku Puteri Intan Safinaz School of Accountancy (TISSA) Tunku Puteri Intan Safinaz School of Accountancy (TISSA) T58.5-58.64 Information technology HF5415.33 Consumer Behavior. Customers are very important to online vendors; therefore, customer satisfactions become their main focus. For organisations and researchers alike, satisfaction of customer has been a topic of foremost concern. Recently, online vendors are required to offer more services on their websites. In conjunction with that, quality of service has become an important aspect of customer satisfaction. Studies in the literature have shown that the quality of service is linked to customer satisfaction, including through online services. In the context of online services, some researchers used measurements of e-service quality to assess the quality of service. However, there are limited research on the relationship between customer satisfaction and eservice quality dimensions of the online shopping website. Therefore, the main objective of this study is to examine the relationship between e-SERVQUAL dimensions and customer satisfaction on the online shopping website. The survey of 206 customers of postgraduate students in Universiti Utara Malaysia were used to test the research model and to examine their satisfaction levels of online shopping using the e-SERVQUAL model. SPSS software was used for data analysis, in which correlation test and multiple regression were used to test the hypotheses. Findings showed that the dimensions of web site design, reliability, personalization and trust affect the satisfaction of customers on online shopping website. However, responsiveness is insignificantly related to customer satisfaction. The results recommended that online shopping website providers need to focus on significant elements of the service quality dimensions in order to enhance customers’ satisfaction. 2019 Thesis https://etd.uum.edu.my/9635/ https://etd.uum.edu.my/9635/1/s824050_01.pdf text eng public https://etd.uum.edu.my/9635/2/s824050_02.pdf text eng public https://etd.uum.edu.my/9635/3/s824050_references.docx text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng eng
advisor	Rusly, Fariza Hanim
topic	T58.5-58.64 Information technology HF5415.33 Consumer Behavior.
spellingShingle	T58.5-58.64 Information technology HF5415.33 Consumer Behavior. Mohd Fudzi, Fatin Syahirah E-service quality of online shopping website: customer satisfaction in Lazada
description	Customers are very important to online vendors; therefore, customer satisfactions become their main focus. For organisations and researchers alike, satisfaction of customer has been a topic of foremost concern. Recently, online vendors are required to offer more services on their websites. In conjunction with that, quality of service has become an important aspect of customer satisfaction. Studies in the literature have shown that the quality of service is linked to customer satisfaction, including through online services. In the context of online services, some researchers used measurements of e-service quality to assess the quality of service. However, there are limited research on the relationship between customer satisfaction and eservice quality dimensions of the online shopping website. Therefore, the main objective of this study is to examine the relationship between e-SERVQUAL dimensions and customer satisfaction on the online shopping website. The survey of 206 customers of postgraduate students in Universiti Utara Malaysia were used to test the research model and to examine their satisfaction levels of online shopping using the e-SERVQUAL model. SPSS software was used for data analysis, in which correlation test and multiple regression were used to test the hypotheses. Findings showed that the dimensions of web site design, reliability, personalization and trust affect the satisfaction of customers on online shopping website. However, responsiveness is insignificantly related to customer satisfaction. The results recommended that online shopping website providers need to focus on significant elements of the service quality dimensions in order to enhance customers’ satisfaction.
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Mohd Fudzi, Fatin Syahirah
author_facet	Mohd Fudzi, Fatin Syahirah
author_sort	Mohd Fudzi, Fatin Syahirah
title	E-service quality of online shopping website: customer satisfaction in Lazada
title_short	E-service quality of online shopping website: customer satisfaction in Lazada
title_full	E-service quality of online shopping website: customer satisfaction in Lazada
title_fullStr	E-service quality of online shopping website: customer satisfaction in Lazada
title_full_unstemmed	E-service quality of online shopping website: customer satisfaction in Lazada
title_sort	e-service quality of online shopping website: customer satisfaction in lazada
granting_institution	Universiti Utara Malaysia
granting_department	Tunku Puteri Intan Safinaz School of Accountancy (TISSA)
publishDate	2019
url	https://etd.uum.edu.my/9635/1/s824050_01.pdf https://etd.uum.edu.my/9635/2/s824050_02.pdf https://etd.uum.edu.my/9635/3/s824050_references.docx
_version_	1747828638527520768

E-service quality of online shopping website: customer satisfaction in Lazada

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