Online Purchase Intention: A Study Among Gen X in Malaysia

Authors

  • Anushia Chelvarayan Faculty of Business, Multimedia University
  • Lim Fu Hao Faculty of Business, Multimedia University
  • Yeo Sook Fern Faculty of Business, Multimedia University
  • Hazlaili Hashim Faculty of Business, Multimedia University

DOI:

https://doi.org/10.31098/ijebce.v2i1.735

Keywords:

Generation X, Purchase intention, Online shopping

Abstract

In recent years, changes in the commercial sector, combined with the increasing popularity of the Internet, have made Malaysian businesses increasingly conscious of the relevance of E-business in establishing a competitive edge in the worldwide market. As a result, knowing the elements that drive online purchase intention could help marketers create more effective marketing techniques for specific categories. Trust, product and service quality, customer satisfaction, and delivery speed are the four characteristics that influence online purchase intention in this study. According to 203 Generation X respondents, three characteristics had a significant impact on online purchase intention. The only exception was the product and service quality. The data and information acquired in this study will aid researchers, online platform developers, financial institutions, marketers, and the government because we will be able to examine and understand the elements that encourage Gen X in Malaysia to purchase online.

References

Avenir, R. (2018). What Are the Four Ways in Which Quality Can Affect a Company? azcentral.

Burkhart, M. (2019). 3 Ways to Prevent Shipment Delays with Your Overseas Suppliers. Retrieved from Freightos: https://www.freightos.com/freight-resources/prevent-delays-with-overseas-suppliers/

Copley, L. (2017). 6 reasons why customer satisfaction is important. Retrieved from The Calltakers: https://www.allaboutcalls.co.uk/the-call-takers-blog/6-reasons-why-customer-satisfaction-is important

Damanpour, F. & J.A. Damanpour, (2001). 'E-business e-commerce evolution: perspective and strategy’, Managerial Finance, 27(7): 16-33.

Duffy, J. (2015). 10 Simple Things You Can Do to Be More Secure Online. Retrieved from PCMag Asia: https://sea.pcmag.com/software/2430/10-simple-things-you-can-do-to-be-more-secure-online

eSalesTrack. (2010). IMPROVING QUALITY OF PRODUCTS AND SERVICES. Retrieved from eSalesTrack Blog: http://www.esalestrack.com/blog/2008/06/improving-quality-of-products-and.html

Fontenot. (2005). Take action on customer satisfaction . Retrieved from https://asq.org/quality- progress/articles/take-action-on-customer-satisfaction?id=39b4d69d02dc4cfb895a075ceee63a2b

Ha, I. &. (2011). Consumers’ online purchase . Linnaeus University , 15-18.

Hawkins, D., & Mothersbaugh, D. (2010). Consumer behaviour: Building marketing strategy (11th ed.). New York, NY: McGraw Hill.

Heijden, V. D. (2004). Consumers’ online purchase intention in cosmetic products. Linnaeus University, 16-17.

Jarvenpaa, S.L., N. Tractinsky, L. Saarinen and M. Vitale, (1999). Consumer Trust in an Internet Store: A Cross-Cultural Validation, Journal of Computer-Mediated Communications, 5(2)

Jiradilok, T. (2014). The Impact of Customer Satisfaction on Online Purchasing. Journal of Economics, Business and Management, 5.

Jones, S., and Fox, S. (2009). Generations Online in 2009. Pew Research Center. http://www.pewinternet.org/2009/01/28/generations-online-in-2009/#

Kaur, H. and Anand, S. (2018), “Segmenting generation Y using the big five personality traits: understanding differences in fashion consciousness, status consumption and materialism”, Young Consumers, Vol. 19 No. 4, pp. 382-401.

Katie-Zillmer. (2019). 5 Reasons you should use automated logistics software. Retrieved from Medium: https://medium.com/@katie_zillmer/5-reasons-you-should-use-automated-logistics-software-fad3218873db

Keller. (2001). Identifying the Factors Affecting Customer. Global Journal of Management and Business Research: A.

Kierczak, L. (2020). Customer Satisfaction: That’s Why It's Still Important 2020. Retrieved from Survicate: https://survicate.com/customer-satisfaction/importance-customer-satisfaction/

Kim, S., & Pysarchik, D. (2000). Predicting purchase intentions for uni-national and bi-national products. International Journal of Retail & Distribution Management, 28, 280-291.

Kim, D.J., D.L. Ferrin and H.R. Rao, (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision support systems, 44(2): 544-564.

Kraeuter, S., (2002). ‘The role of consumers' trust in online-shopping’, Journal of Business Ethics, 39(1/2 (August 1)): 43-50.

Larus, D. (2013). The Real Definition of On-Time Delivery and Three Ways to Keep Up. Retrieved from https://www.business2community.com/customer-experience/the-real-definition-of-on-time-delivery-and-three-ways-to-keep-up-0483726

Logistiko. (2020). How to avoid delivery delays. Retrieved from https://logistiko.eu/blog/how-to-avoid-delivery-delays/

Malecha, V. (2018). Tips for Avoiding Online Shopping Scams & What to Do If You’re a Victim of One. Retrieved from Global Sign: https://www.globalsign.com/en/blog/tips-for-avoiding-online-shopping-scams-what-to-do-if-you-are-a-victim-of-one

McKnight, D.H., V. Choudhury and C. Kacmar, (2002). 'Developing and validating trust measures for ecommerce: an integrative typology', Information Systems Research, 13(3): 334-359.

Mummalaneni, V. and Meng, J. (2009), “An exploratory study of young Chinese customers’ online shopping behaviors and service quality perceptions”, Young Consumers, Vol. 10 No. 2, pp. 157-169

Mutambala, S. A. (2015). Consumers’ online purchase . Linnaueus University, 15-18.

Naveed, A.T. and B. Eddaoudi, (2009). Assessing the Effect of Trust and Security Factors on Consumers’ Willingness for Online Shopping among the Urban Moroccans. International Journal of Business and Management Science, 2(1): 17-32

Padrón-Robaina, V. (2014). The impact of pre-sale and post-sale factors on online purchasing satisfaction: a survey. International Journal of Quality & Reliability Management, 123-125.

Parment, A. (2013), “Generation Y vs. baby boomers: shopping behavior, buyer involvement and implications for retailing”, Journal of Retailing and Consumer Services, Vol. 20 No. 2, pp. 189-199

Parry, T. (2016). Delivery Time Influences 87% of Online Shoppers’ Purchase Decisions. Retrieved from Multichannel Merchant: https://multichannelmerchant.com/must-reads/delivery-time-influences-87-online-shoppers-purchase-decisions/

Patel, N. (n.d.). The Benefits and Importance of Customer Satisfaction. Retrieved from Neilpatel: https://neilpatel.com/blog/benefits-and-importance-of-customer-satisfaction/#comment-2631056

Peralta, E. (2015). Generation X: the small but financially powerful generation. Centro. http://www.centro.net/blog/generation-x-the-small-but-mighty-generation/

Reichheld, F. (2020). The Benefits and Importance of Customer Satisfaction. Retrieved from Neilpatel : https://neilpatel.com/blog/benefits-and-importance-of-customer-satisfaction/#comment-2631056

Sahney. (2013). A Study of Factors Influencing the Online Purchasing Intention toward Online Shopping in Thailand. digitalcommons, 280-281.

Schaupp. (2005). A Study Of E-Shopping Intention In Malaysia: The Influence Of Generation X & Y. Australian Journal of Basic and Applied Sciences.

Schewe, C.D., Debevec, K., Madden, T.J., Diamond, W.D., Parment, A. and Murphy, A. (2013), “’If you’ve seen one, you’ve seen them all’” Are young millennials the same worldwide?”, Journal of International Consumer Marketing, Vol. 25 No. 1, pp. 3-15

Staff, M. (2016). Delivery Time Top Priority for Online Shoppers. Retrieved from Material Handing & Logistics: https://www.mhlnews.com/transportation-distribution/article/22051729/delivery-time-top-priority-for-online-shoppers

Staff, L. D. (2017). E-COMMERCE DELIVERY DEMANDS: OVERCOMING SHORT LEAD TIMES. Retrieved from Load Delivered: https://www.loaddelivered.com/blog/e-commerce-delivery-demands-overcoming-short-lead-times/

Staff, B. e. (2018). Elevating Expectations: 5 Ways Product Quality Impacts Your Bran. Retrieved from Business.com: https://www.business.com/articles/5-reasons-why-product-quality-matters/

Sulaiman, A., J. Ng, & S. Mohezar, (2008), 'E-ticketing as a new way of buying tickets: Malaysian perceptions', Journal of Social Science, 17(2): 149-57.

Swidi, A.K., S. Behjati and A. Shahzad, (2012). Antecedents of Online Purchasing Intention among MBA Students: The Case of University Utara Malaysia Using the Partial Least Squares Approach. International Journal of Business and Management, 7(15): 35-49.

Tan, E. and Leby Lau, J. (2016), “Behavioural intention to adopt mobile banking among the millennial generation”, Young Consumers, Vol. 17 No. 1, pp. 18-31.

Wen, H.J., H.G. Chen, & H.G. Hwang, (2001), 'E-commerce Web site design: strategies and models, Information management & computer security, 9(1): 5-12

Writer, S. (2020). 5 Ways to Increase Product Quality. Retrieved from Small Business Rainmaker: https://www.smallbusinessrainmaker.com/small-business-marketing-blog/5-ways-to-increase-product-quality

Younus, S. (2015). Identifying the Factors Affecting Customer Purchase Intention . Global Journal of Management and Business Research: A.

Yulihasri, Islam A. and K.A. Daud, (2011). Factors that Influence Customers' Buying Intention on Shopping Online, International Journal of Marketing Studies, 3(1): 128-139.

Zhou, L., L. Dai and D. Zhang, (2007). On line shopping acceptance Model-A critical survey of consumer factors in online shopping, Journal of Electronic commerce research, 8(1): 41-62.

Downloads

Published

2022-01-31

How to Cite

Chelvarayan, A. ., Hao, L. F. ., Fern, Y. S. ., & Hashim, H. . (2022). Online Purchase Intention: A Study Among Gen X in Malaysia. International Journal of Entrepreneurship, Business and Creative Economy, 2(1), 37–47. https://doi.org/10.31098/ijebce.v2i1.735

Issue

Section

Articles