IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v9y2025issue-9p1098-1103.html

From Cart to Contentment: A Study on What Shapes Customer Satisfaction in Online Shopping

Author

Listed:
  • Noorayuni Rusli

    (Faculty of Administrative Science and Policy Studies, University Teknologi MARA, Kedah Branch, Sungai Petani Campus)

  • Muhammad Izzuddin Abd Azis

    (Faculty of Administrative Science and Policy Studies, University Teknologi MARA, Kedah Branch, Sungai Petani Campus)

  • Nor Hazira Mohamad Hasri

    (Faculty of Administrative Science and Policy Studies, University Teknologi MARA, Kedah Branch, Sungai Petani Campus)

Abstract

This article explores the determinants of online shopping among adolescents. With the rapid digitalization occurring not only in Malaysia but globally, internet usage has expanded beyond mere information searching to become an essential platform for shopping, entertainment, and social interaction. Therefore, service providers and online sellers must understand the factors that influence customer satisfaction. Identifying these factors is vital to improving service quality, enhancing user experience, and ensuring long-term customer loyalty in the highly competitive online marketplace. A quantitative method was employed among adolescents to identify the factors, and the results were analysed by using the SPSS software package to test the hypothesis, which will be used by related parties for further understanding.

Suggested Citation

  • Noorayuni Rusli & Muhammad Izzuddin Abd Azis & Nor Hazira Mohamad Hasri, 2025. "From Cart to Contentment: A Study on What Shapes Customer Satisfaction in Online Shopping," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(9), pages 1098-1103, September.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-9:p:1098-1103
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-9-issue-9/1098-1103.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/from-cart-to-contentment-a-study-on-what-shapes-customer-satisfaction-in-online-shopping/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Urvashi Tandon & Ravi Kiran & Ash N. Sah, 2017. "Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case," Service Science, INFORMS, vol. 9(2), pages 106-120, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dogra, Nikhil & Adil, Mohd & Sadiq, Mohd & Dash, Ganesh & Paul, Justin, 2023. "Unraveling customer repurchase intention in OFDL context: An investigation using a hybrid technique of SEM and fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    2. Cho, Jihoon & Janda, Swinder, 2023. "Reciprocity in upward product line extensions: A longitudinal study," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    3. Uzir, Md Uzir Hossain & Al Halbusi, Hussam & Lim, Rodney & Jerin, Ishraq & Abdul Hamid, Abu Bakar & Ramayah, Thurasamy & Haque, Ahasanul, 2021. "Applied Artificial Intelligence and user satisfaction: Smartwatch usage for healthcare in Bangladesh during COVID-19," Technology in Society, Elsevier, vol. 67(C).
    4. Ūsas Antanas, 2019. "Consumer Loyalty Interfaces with Website Quality," Management of Organizations: Systematic Research, Sciendo, vol. 82(1), pages 87-96, December.
    5. El Barachi, May & Salim, Taghreed Abu & Nyadzayo, Munyaradzi W. & Mathew, Sujith & Badewi, Amgad & Amankwah-Amoah, Joseph, 2022. "The relationship between citizen readiness and the intention to continuously use smart city services: Mediating effects of satisfaction and discomfort," Technology in Society, Elsevier, vol. 71(C).
    6. Weng Marc Lim & Gaurav Gupta & Baidyanath Biswas & Rohit Gupta, 2022. "Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1463-1484, September.
    7. Lu Kong & Hessam Sadatsafavi & Rohit Verma, 2019. "Usage and Impact of Information and Communication Technologies in Healthcare Delivery," Service Science, INFORMS, vol. 11(3), pages 172-188, October.
    8. Pei-Fang Hsu & Hsin-Ru Rebecca Yen & Paul Jen-Hwa Hu & Tuan Kellan Nguyen, 2025. "Converting free users to paying customers in freemium services: a SaaS success model," Information Systems and e-Business Management, Springer, vol. 23(2), pages 355-390, June.
    9. Tatik Suryani & Abu Amar Fauzi & Margaret L. Sheng & Mochamad Nurhadi, 2024. "Developing and testing a measurement scale for SMEs’ website quality (SMEs-WebQ): Evidence from Indonesia," Electronic Commerce Research, Springer, vol. 24(3), pages 1763-1794, September.
    10. Xu, Xianhao & Chen, Cheng & Zou, Bipan & Wang, Hongwei & Li, Zhiwen, 2023. "Shipping before order making: Optimal shipping quantity and pricing decisions under uncertain demand," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 169(C).
    11. Do, Quynh Huong & Kim, Thai Young & Wang, Xueqin, 2023. "Effects of logistics service quality and price fairness on customer repurchase intention: The moderating role of cross-border e-commerce experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    12. Andy Chin Woon Fook & Omkar Dastane, 2021. "Effectiveness of Loyalty Programs in Customer Retention: A Multiple Mediation Analysis," Jindal Journal of Business Research, , vol. 10(1), pages 7-32, June.
    13. Giao, Ha Nam Khanh, 2019. "The influence of website quality on consumers e-loyalty through the mediating role of e-trust esatisfaction and perceived enjoyment An evidence from online shopping in Vietnam," OSF Preprints 8d5vn, Center for Open Science.
    14. Guo, Xiaolong & Zhou, Qiang & Bian, Junsong, 2022. "Online retailers’ platform-based Worry-Free-Shopping: Retailing strategy considering consumer valuation bias," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 167(C).
    15. Himanshu Sharma, 2025. "Using Topic Modeling for Extracting Customers’ Expectations: A Case of Women Apparel," Business Perspectives and Research, , vol. 13(3), pages 454-466, July.
    16. Yuning Wang & Zhe Zhang & Mengyuan Zhu & Hexian Wang, 2020. "The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China," SAGE Open, , vol. 10(1), pages 21582440198, January.
    17. Bora Ly, 2025. "Understanding customer loyalty in digital services: insights from food delivery in emerging markets," Journal of Innovation and Entrepreneurship, Springer, vol. 14(1), pages 1-18, December.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:9:y:2025:issue-9:p:1098-1103. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.