The Study of Customer Satisfaction of Shopee Customers In Malaysia
DOI:
https://doi.org/10.31098/ijebce.v1i2.602Keywords:
customer satisfaction, Shopee, trust, electronic word of mouth, website qualityAbstract
The main objective of this study is to investigate the factors affect customer satisfaction level among Shopee customers in Malaysia. A set of self-administered questionnaires has been distributed to 200 targeted Shopee users in three states of Malaysia which are Johor, Melaka and Selangor. The five independent variables, which are price, trust, electronic word of mouth, website quality and security have been tested on their relationship towards the dependent variable, which is consumer satisfaction towards online shopping platform, Shopee in Malaysia. The collected data were keyed into SPSS version 25 and followed by using Partial Least Square Structural Equation Modeling (PLS-SEM 3.2.8) to assess the hypothesis. The result of this research given the feedbacks where trust, electronic word of mouth and website quality have significant effect towards consumers satisfaction on Shopee in Malaysia. However, price and security does not show a significant relationship with Shopee’s consumer satisfaction. In conclusion, this study helps to better understand the consumer satisfaction of Shopee’s online shopping services in Malaysia.
Downloads
References
Afshardost, M., Farahmandian, S., & SaqiqEshaghi, S. (2013). Linking trust, perceived website quality, privacy protection, gender and online purchase intentions. IOSR Journal of Business and Management, 13(4), 63-72.
Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A., & Wood, S. (1997). Interactive Home Shopping: Incentives for Consumers, Retailers, and Manufacturers to Participate in Electronic Mavketphces. Journal ofMarketing, 61.
Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of Hospitality and Tourism Technology.
Amanah, D., & Harahap, D. A. (2019). Comparing Prices and Service Quality on Lazada and Tokopedia in Indonesia Comparing Prices and Service Quality on Lazada and Tokopedia in Indonesia. International Journal of Latest Engineering and Management Research (IJLEMR), 03(September 2018), 19–24.
Chang, H. H., & Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce. Information & management, 46(7), 411-417.
Chen, Q., & Wells, W. D. (1999). Attitude toward the site. Journal of advertising research, 39(5), 27-38.
Cheung, C. M., & Lee, M. K. (2005, August). Consumer satisfaction with internet shopping: a research framework and propositions for future research. In Proceedings of the 7th international conference on Electronic commerce (pp. 327-334).
Cheung, C. M., & Lee, M. K. (2012). What drives consumers to spread electronic word of mouth in online consumer-opinion platforms. Decision support systems, 53(1), 218-225.
Cheung, C. M. K., Lee, M. K. O., & Rabjohn, N. (2008). The impact of electronic customer communities. Internet Research, 18(3), 229–247. https://doi.org/10.1108/10662240810883290
Delafrooz, N. (2010). Students’ Online Shopping Behavior: An Empirical Study. 64 Journal of American Science, 6(1), 137.
Dholakia, R., & Ching, P. (2003). Factors Driving Consumer Intention to Shop Online : An Empirical Investigation. Journal of Consumer Psychology, 13(1–2), 177–183.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of marketing, 61(2), 35-51.
Egger, A. (2006). ‘Intangibility and perceived risk in online environments’, Academy of Marketing, London: University of Middlesex.
Export.Gov. (2019). Malaysia - eCommerce | export.gov. Retrieved August 27, 2019, from Export website: https://www.export.gov/article?id=Malaysia-E-Commerce
Gefen, D., & Straub, D. (2000). Relative Importance Of Perceived Ease Of-Use In Is Adoption: A Study Of Ecommerce Adoption.
Gefen, D., & Straub, D. W. (2004). Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services. Omega, 32(6), 407-424.
Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, 18(1), 185-214.
Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40–49. https://doi.org/10.5539/ass.v8n13p40
Hana Uzun, M. P. (2014). European Journal of Social and Human Sciences, 2014, Vol.(3 ), ? 3. European Journal of Social and Human Sciences, 3(2012), 144–150.
Haq, Z. U. (2007). Perception Towards Online Shopping: An Empirical Study of Indian Consumers. Reasearch in Commerce & Management, 2006(1), 9–22.
Huete-Alcocer, N. (2017). A literature review of word of mouth and electronic word of mouth: Implications for consumer behavior. Frontiers in psychology, 8, 1256.
Jacoby, J & Chestnut, R. (1978) Brand loyalty measurement and management, John Wiley and Sons, New York.
Jarvenpaa, S. L., Tractinsky, N., & Saarinen, L. (1999). Consumer trust in an Internet store: A cross-cultural validation. Journal of Computer-Mediated Communication, 5(2), JCMC526.
Jauhari, M. T. (2019). The Impact of Website Quality On Consumer Satisfaction and Purchase Intention (Study Case of E-Commerce Lazada Indonesia in Malang City). Jurnal Administrasi Bisnis (JAB), 67(1). 65
Jiang, P., & Rosenbloom, B. (2005). Customer intention to return online: Price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1–2), 150–174.
https://doi.org/10.1108/03090560510572061
Keller, K. L.: 1993, ‹Conceptualizing, measuring, and managing customer-based brand equity’, Journal of Marketing 57(1), 1-22.
Kim, J., Jin, B., & Swinney, J. L. (2009). The role of etail quality, e-satisfaction and etrust in online loyalty development process. Journal of Retailing and Consumer 66 Services, 16(4), 239–247. https://doi.org/10.1016/j.jretconser.2008.11.019
Kim, S., & Stoel, L. (2004). Apparel retailers: Website quality dimensions and satisfaction. Journal of Retailing and Consumer Services, 11(2), 109–117. https://doi.org/10.1016/S0969-6989(03)00010-9
Kotler, P. (2009). Marketing management. Pearson education.
Lee, J., & Lee, J. N. (2009). Understanding the product information inference process in electronic word-of-mouth: An objectivity–subjectivity dichotomy perspective. Information & Management, 46(5), 302-311.
Lee, M. K., & Turban, E. (2001). A trust model for consumer internet shopping. International Journal of electronic commerce, 6(1), 75-91.
Li, N., & Zhang, P. (2002). Consumer online shopping attitudes and behavior: An assessment of research. AMCIS 2002 proceedings, 74.
Ling, K. C., Chai, L. T., & Piew, T. H. (2010). The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention. International Business Research, 3(3), 63–76.
Liu, X., He, M., Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management.
Madjid, I., Ma, J. J., Ibrahim, M., Havizatun, M., & Ibrahim, M. (2018). Factors Affecting Online Shopping Attitudes and the Role of Trust as Mediating. International Journal of Management and Economics, 04(09), 1929–1935. https://doi.org/10.31142/ijmei/v4i9.04
Mansori, S. (2012). A study of e-shopping intention in Malaysia: The influence of generation X & Y. Australian Journal of Basic and Applied Sciences, 6(8), 28–35.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of marketing, 58(3), 20-38.
Muda, M., Mohd, R., & Hassan, S. (2016). Online purchase behavior of generation Y in Malaysia. Procedia Economics and Finance, 37(16), 292-298.
Pardede, C. R., Lapian, S. J., & Pandowo, M. (2018). the Influence of Perceived Value and Trust on Repurchase Intention in Shopee Online Shopping. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(1), 331–340.
Park, E. J., Kim, E. Y., Funches, V. M., & Foxx, W. (2012). Apparel product attributes, web browsing, and e-impulse buying on shopping websites. Journal of Business Research, 65(11), 1583-1589.
Pavlou, P. A. (2002). Institution-based trust in interorganizational exchange relationships: the role of online B2B marketplaces on trust formation. The Journal of Strategic Information Systems, 11(3-4), 215-243.
Pilík, M., & Ju?i?ková, E. (2016). Trust and Security As Significant Factors Influencing on-Line Buying Behavior in the Czech Republic D?v?ra a Bezpe?nost Jako Významné Faktory Ovliv?ující Nákupní Chování Na Internetu V ?eské Republice. Emi, 8(2), 1805–353. Retrieved from www.emijournal.cz
Puspitasari, N. B., Nugroho Susatyo, W. P., Amyhorsea, D. N., & Susanty, A. (2018). Consumer’s Buying Decision-Making Process in E-Commerce. E3S Web of Conferences, 31(September 2016), 1–6.
https://doi.org/10.1051/e3sconf/20183111003
Raman, A. (2011). Web Services and e-Shopping Decisions : A Study on Malaysian e-Consumer. By International Journal of Computer Applications® (IJCA), 8–13.
Riorini, S. V., & Widayati, C. C. (2019). The Role of Electronic Word of Mouth In Improving Brand Image of Online Shop. Jurnal Manajemen, XXIII(01), 54–68.
Schiffman, L. G., Long, M. M., & Sherman, E. (2015). High tech versus human touch: an exploration of the perceptions of high technology users of the internet. In Global Perspectives in Marketing for the 21st Century (pp. 229-230). Springer, Cham.
Sea Group. (2019). Sea | Shopee Intro. Retrieved August 27, 2019, from Sea website: https://www.seagroup.com/products/shopee
Septiari, E. D. (2018). The Effect of eWOM as Mediation of Website Quality and Trust. 22, 142–155.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of marketing Science, 28(1), 150-167.
Suhardi, D., & Taufik, N. (2018). The Analysis of Ease of Use, Trust, and Website Quality towards Purchasing Decision in Lazada.co.id. INDONESIAN JOURNAL OF BUSINESS AND ECONOMICS, 1(1), 38–48.
The Star. (2018). Malaysia’s e-commerce on a growth trajectory | The Star Online.Retrieved August 27, 2019, from The Star Online website: https://www.thestar.com.my/business/business-news/2018/12/03/malaysia-ecommerce-on-a-growth-trajectory
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). Eservice Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence form Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1). https://doi.org/10.1088/1757-899X/131/1/012012
Tsai, Y. C., & Yeh, J. C. (2010). Perceived risk of information security and privacy in online shopping : A study of environmentally sustainable products. African Journal of Business Management, 4(18), 4057–4066.
Urban, G. L., Sultan, F., & Qualls, W. J. (2000). Placing trust at the center of your Internet strategy. Sloan Management Review, 42(1), 39-48.
Usman, M., & Ur, Z. (2017). “ The Impact of Customer Satisfaction on Price Sensitivity in Courier Services Sector .” Journal Of Humanities And Social Science, 22(3), 13–26. https://doi.org/10.9790/0837-2203071326
Yang, K., Li, X., Kim, H. J., & Kim, Y. H. (2015). Social shopping website quality attributes increasing consumer participation, positive eWOM, and co-shopping: The reciprocating role of participation. Journal of Retailing and Consumer Services, 24(C), 1–9. https://doi.org/10.1016/j.jretconser.2015.01.008
Downloads
Article Metrics
- 2146 times
- 7023 times
Published
Citation Check
How to Cite
Issue
Section
License
Copyright (c) 2021 Kah Boon Lim, Yeo Sook Fern, Hardave Singh Kler a/l Bhajan Singh
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Content Licensing, Copyright, and Permissions
1. License
International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE) has CC-BY NC as the optimal license for the publication, distribution, use, and reuse of scholarly work for non-commercial purposes. The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial 4.0 International License
Creative Commons License
2. Author’s Warranties
The author warrants that the article is original, written by the stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3. User Rights
International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE) objective is to disseminate articles published are as free as possible. Under the Creative Commons license, this journal permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and this journal on distributing works in the journal.
4. Rights of Authors
Authors retain the following rights:
Copyright, and proprietary rights relating to the article, such as patent rights, the right to use the substance of the article in future own works, including lectures and books, the right to reproduce the article for own purposes, the right to self-archive the article, the right to enter into separate, additional contractual arrangements for the non-exclusive distribution of the article's published version (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE)).
The author has a non-exclusive publishing contract with a publisher and the work is published with a more restrictive license, the author retains all the rights to publish the work elsewhere, including commercially, because she/he is not subject to the conditions of her / his own license, regardless of the type of CC license chosen.
5. Co-Authorship
If the article was jointly prepared by other authors, the signatory of this form warrants that he/she has been authorized by all co-authors to sign this agreement on their behalf, and agrees to inform his/her co-authors of the terms of this agreement.
6. Termination
This agreement can be terminated by the author or International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE) upon two months’ notice where the other party has materially breached this agreement and failed to remedy such breach within a month of being given the terminating party’s notice requesting such breach to be remedied. No breach or violation of this agreement will cause this agreement or any license granted in it to terminate automatically or affect the definition of International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE).
7. Royalties
This agreement entitles the author to no royalties or other fees. To such extent as legally permissible, the author waives his or her right to collect royalties relative to the article in respect of any use of the article by This agreement can be terminated by the author or International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE) upon two months’ notice where the other party has materially breached this agreement and failed to remedy such breach within a month of being given the terminating party’s notice requesting such breach to be remedied. No breach or violation of this agreement will cause this agreement or any license granted in it to terminate automatically or affect the definition of International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE) or its sublicensee.
8. Miscellaneous
International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE) will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed and International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE) or its sublicensee has become obligated to have the article published. International Journal of Entrepreneurship, Business and Creative Economy (IJEBCE) may conform the article to a style of punctuation, spelling, capitalization, referencing and usage that it deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers.
