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Factors Affecting Customer Satisfaction On Online Shopping

1853 Words8 Pages

INTRODUCTION
1.1 Background of Study
Online shopping consists of selling and purchasing the product and services through the internet and has rapidly growing among business-to-customer and customer itself. Nowadays, online shopping become a trend and popular due to the advance of technology. The internet is widely being used by entrepreneurs and also customers in order to change information. Customer preferred to buy online because of safe time and cost rather than go to the physical shop itself. There are many factors that affect customer satisfaction on online purchasing in term of product attribute, efficiency of the quality online service provided by online seller, brand trust as well as price fairness. According to, Zeithaml et …show more content…

Customer expected that the price equal to the benefit perceived by the product. Because online shopping customers are often offered a better deal, they can get the same product as they buy at store at a lower price (Rox, 2007). Since online stores offer customers with variety of products and services. it gives customers more chances to compare price from different websites and find the products with lower prices than buying from local retailing stores (Lim and Dubinsky, 2004). There is important aspect why customer preferred to buy online because some of online business offered the price lower than offline store. Furthermore, the customer will avoided to pay the extra cost to purchase of the product for example transportation cost. The price should be reasonable and align with the benefits of the product so that the customers feel it worth to buy and also enhance the customer ' satisfaction. Offering customers more flexible prices and promotions or offering a one-stop shopping service are some more examples that online stores can use to make their business succeed (Yu and Wu, …show more content…

To investigate online customer satisfaction, a quantitative approach is used to analyze the results from the survey. Survey in the form of questionnaire is chosen for this research. Surveys are a kind of research which is more rigid than interviews. They are usually used to gather ideas from a large population. Each respondent is asked to respond to the same set of questions, it provides an efficient way of collecting responses from a large sample prior to quantitative analysis (Saunders et al., 2009: 361). Based on the model constructs, a questionnaire of 31 questions will be designed to collect data for testing the model. Data will be collected through questionnaire that will be distributed to different courses of students among degree student in UiTM Campus Segamat through

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