JOURNAL OF MARKETING DEVELOPMENT AND COMPETITIVENESS
An Investigation into the Antecedents of Customer Satisfaction of Online Shopping
Author(s): Syed Shah Alam, Norjaya Mohd. Yasin
Citation: Syed Shah Alam, Norjaya Mohd. Yasin, (2010) "An Investigation into the Antecedents of Customer Satisfaction of Online Shopping, Vol. 5, Iss. 1, pp. 71 - 78
Article Type: Research paper
Publisher: North American Business Press
The aim of this study is to identify the key factors influencing customer satisfaction through online shopping. In this study four key dimensions of customer satisfaction of online shopping are identified. It is found that website design, reliability, product variety and delivery performances are the four key factors which influence consumers’ satisfaction of online shopping. However, there is no significant relationship between saved time and satisfaction. Recommendations are presented which may help foster growth of Malaysian online retailing in the future.