The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic

The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic

The growing usage of the internet and online shopping in Malaysia provides huge prospects in the e-commerce market, especially for the B2C segment. However, there is a need to study what factors influence consumers' behavior when shopping online. At the same time, the Covid-19 pandemic that occ...

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Main Author: Hasliza, Md Shariff
Format: Thesis
Language:eng
eng
Published: 2021
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/9957/1/depositpermission_825395.pdf
https://etd.uum.edu.my/9957/2/s825395_01.pdf
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spelling my-uum-etd.99572022-10-16T01:31:55Z The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic 2021 Hasliza, Md Shariff Bohari, Abdul Manaf Mohamed Elias, Ezanee School of Business Management School of Business Management HF5415.33 Consumer Behavior. The growing usage of the internet and online shopping in Malaysia provides huge prospects in the e-commerce market, especially for the B2C segment. However, there is a need to study what factors influence consumers' behavior when shopping online. At the same time, the Covid-19 pandemic that occurred since March 2020 until today might be given something different or new perspectives. Therefore, this study is investigating some factors that influence the consumers’ behavior towards online shopping in popular e-commerce and e-Marketplaces during the crisis of pandemic. The study uses quantitative method with a cross-sectional time of period to obtain data in July 2021. The data were collected via simple random technique from 196 respondents through online survey questionnaire. The data were analyzed by SPSS and found out that all hypotheses of the study are fully supported. Trust is the foremost factor that has influenced the consumer’s behavior when doing the online shopping. The second factor that affects consumer behavior is the Covid -19 pandemic environment which causes most consumers to be forced to shop online due to security and safety reasons. Other factors such as e-service quality and consumer satisfaction also important to attract and retain online shoppers even after the pandemic. Therefore, hopefully this study can provide some insights to players in the e-commerce sector in Malaysia especially the e-retailers such as Shopee and Lazadaas well as others. Perhaps a future study can be executed to explore other factors such as safety of delivery from various of courier services and discounted prices. 2021 Thesis https://etd.uum.edu.my/9957/ https://etd.uum.edu.my/9957/1/depositpermission_825395.pdf text eng staffonly https://etd.uum.edu.my/9957/2/s825395_01.pdf text eng public other masters Universiti Utara Malaysia
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Bohari, Abdul Manaf
Mohamed Elias, Ezanee
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Hasliza, Md Shariff
The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic
description The growing usage of the internet and online shopping in Malaysia provides huge prospects in the e-commerce market, especially for the B2C segment. However, there is a need to study what factors influence consumers' behavior when shopping online. At the same time, the Covid-19 pandemic that occurred since March 2020 until today might be given something different or new perspectives. Therefore, this study is investigating some factors that influence the consumers’ behavior towards online shopping in popular e-commerce and e-Marketplaces during the crisis of pandemic. The study uses quantitative method with a cross-sectional time of period to obtain data in July 2021. The data were collected via simple random technique from 196 respondents through online survey questionnaire. The data were analyzed by SPSS and found out that all hypotheses of the study are fully supported. Trust is the foremost factor that has influenced the consumer’s behavior when doing the online shopping. The second factor that affects consumer behavior is the Covid -19 pandemic environment which causes most consumers to be forced to shop online due to security and safety reasons. Other factors such as e-service quality and consumer satisfaction also important to attract and retain online shoppers even after the pandemic. Therefore, hopefully this study can provide some insights to players in the e-commerce sector in Malaysia especially the e-retailers such as Shopee and Lazadaas well as others. Perhaps a future study can be executed to explore other factors such as safety of delivery from various of courier services and discounted prices.
format Thesis
qualification_name other
qualification_level Master's degree
author Hasliza, Md Shariff
author_facet Hasliza, Md Shariff
author_sort Hasliza, Md Shariff
title The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic
title_short The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic
title_full The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic
title_fullStr The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic
title_full_unstemmed The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic
title_sort relationship between e-service quality, trust and satisfaction towards consumer online shopping during covid-19 pandemic
granting_institution Universiti Utara Malaysia
granting_department School of Business Management
publishDate 2021
url https://etd.uum.edu.my/9957/1/depositpermission_825395.pdf
https://etd.uum.edu.my/9957/2/s825395_01.pdf
_version_ 1747828709790842880

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