Proceedings of the 3rd Annual Conference of Education and Social Sciences (ACCESS 2021)

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Online Consumer Satisfaction Towards Online Shopping in Malaysia During COVID 19 Pandemic

Authors
Sook Fern Yeo1, 3, Cheng Ling Tan2, 4, Kah Boon Lim1, *, Chew Sze Cheah1, Zho Chung Goh1
1Faculty of Business, Multimedia University, Melaka, Malaysia
2Graduate School of Business, Universiti Sains Malaysia, Pulau Pinang, Malaysia
3Department of Business Administration, Daffodil International University, Dhaka, Bangladesh
4Department of Information Technology and Management, Daffodil International University, Dhaka, Bangladesh
*Corresponding author. Email: kblim@mmu.edu.my
Corresponding Author
Kah Boon Lim
Available Online 9 December 2022.
DOI
10.2991/978-2-494069-21-3_5How to use a DOI?
Keywords
Customer satisfaction; Online shopping; Responsiveness; Tangibility; COVID 19; Malaysia
Abstract

The detrimental effects of COVID-19 on all facets of the social-economic system have resulted in the retail sector moving away from conventional methods of purchasing and toward online shopping. The highly advanced technologies of the internet in this era are amazing. Due to the intense competition in the online retailing environment, it is critical for online merchants to discover the aspects that influence their customers’ satisfaction with their purchases. As such, this study investigated the relationships between factors that drive customer satisfaction in online shopping within the context of Malaysia during the COVID-19 pandemic. Data were collected from 302 respondents between October 2020 and January 2021. In this study, two statistical analysis techniques were used for data analysis and testing of hypothesis, namely, Statistic Package for Social Science (SPSS) version 25 and Partial Least Square Structural Equation Modeling. As a result, tangibility, responsiveness, assurance and empathy displayed a significant and positive influence on customer satisfaction for online shopping. This research has important implications for online business owners to improve their services, eventually leading to continuous customer satisfaction. Having that said, this study sheds new light on platform serviceability within the e-commerce industry.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd Annual Conference of Education and Social Sciences (ACCESS 2021)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
9 December 2022
ISBN
10.2991/978-2-494069-21-3_5
ISSN
2352-5398
DOI
10.2991/978-2-494069-21-3_5How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Sook Fern Yeo
AU  - Cheng Ling Tan
AU  - Kah Boon Lim
AU  - Chew Sze Cheah
AU  - Zho Chung Goh
PY  - 2022
DA  - 2022/12/09
TI  - Online Consumer Satisfaction Towards Online Shopping in Malaysia During COVID 19 Pandemic
BT  - Proceedings of the 3rd Annual Conference of Education and Social Sciences (ACCESS 2021)
PB  - Atlantis Press
SP  - 31
EP  - 38
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-494069-21-3_5
DO  - 10.2991/978-2-494069-21-3_5
ID  - Yeo2022
ER  -