IDEAS home Printed from https://ideas.repec.org/a/rnd/arimbr/v16y2024i3p1004-1012.html
   My bibliography  Save this article

Exploring E-Customer Satisfaction Using e-SERVQUAL Among Online Shoppers

Author

Listed:
  • Mohammad Zaim Mohd Salleh
  • Nor Sara Nadia Muhamad Yunus
  • Nadiah Maisarah Abdul Ghani
  • Norliza Saiful Bahry
  • Ainunnazlee Mohd Ali

Abstract

When interacting with a company's products and services, customer satisfaction is an overall feeling of contentment that a client is experiencing. Previous studies have shown an increase in revenue when a company prioritizes customer satisfaction with its products or services. Around 70 percent of Malaysians are dynamic online consumers, with most of them shopping via websites. e-SERVQUAL assesses the efficacy and efficiency of a website in facilitating shopping, purchase, and delivery processes. It encompasses the pre-purchase and post-purchase phases. The e-SERVQUAL dimensions (privacy, website design, responsiveness, reliability, usability, and information quality) are elements that impact e-customer satisfaction. A total of 100 respondents at Bandar Utama City Centre who shop online participated in the survey. According to the data, males outnumber females among the respondents. The survey comprised three sections: A, B, and C. Section A comprised the demographic information of the respondents, Section B concentrated on the e-SERVQUAL aspects, and Section C addressed e-customer satisfaction. The data was examined utilizing the Statistical Package for the Social Sciences (SPSS). The results indicated that the majority of respondents expressed satisfaction with the quality. However, website design improvements should be made to encourage more online shopping. The recommendation in this study is beneficial to online service providers and future studies on e-SERVQUAL should be extended to another dimension to explore more aspects of determining quality service in an online setting.

Suggested Citation

  • Mohammad Zaim Mohd Salleh & Nor Sara Nadia Muhamad Yunus & Nadiah Maisarah Abdul Ghani & Norliza Saiful Bahry & Ainunnazlee Mohd Ali, 2024. "Exploring E-Customer Satisfaction Using e-SERVQUAL Among Online Shoppers," Information Management and Business Review, AMH International, vol. 16(3), pages 1004-1012.
    • Handle: RePEc:rnd:arimbr:v:16:y:2024:i:3:p:1004-1012
    DOI: 10.22610/imbr.v16i3S(I)a.4189
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4189/2791
    Download Restriction: no
    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4189
    Download Restriction: no
    File URL: https://libkey.io/10.22610/imbr.v16i3S(I)a.4189?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    2. Tesa Daniati & Rr. Ratna Roostika, 2021. "The Effect of Website Design Quality, E-Service Quality, and Brand Image on E-Satisfaction and E-Loyalty of E-Commerce Customers," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 8(10), pages 119-126, October.
    3. Sungjoon Yoo & Dong-Joo Lee & Louis Atamja, 2023. "Influence of Online Information Quality and Website Design on User Shopping Loyalty in the Context of E-Commerce Shopping Malls in Korea," Sustainability, MDPI, vol. 15(4), pages 1-16, February.
    4. Chengwen YAO & Shuling LIAO, 2011. "Measuring The Antecedent Effects Of Service Cognition And Internet Shopping Anxiety On Consumer Satisfaction With E-Tailing Service," Management & Marketing, Economic Publishing House, vol. 6(1), Spring.
    5. Belanche, Daniel & Casaló, Luis V. & Guinalíu, Miguel, 2012. "Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 124-132.
    6. Dimitrios Drosos & Michalis Skordoulis & Garyfallos Arabatzis & Nikos Tsotsolas & Spyros Galatsidas, 2019. "Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece," Sustainability, MDPI, vol. 11(7), pages 1-16, March.
    7. Sulieman Ibraheem Shelash Al-Hawary & Warda Fares Al-Smeran, 2017. "Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 7(1), pages 170-188, January.
    8. Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    9. Ping Zhang & Gisela M. von Dran, 2000. "Satisfiers and dissatisfiers: A two‐factor model for website design and evaluation," Journal of the American Society for Information Science, Association for Information Science & Technology, vol. 51(14), pages 1253-1268.
    10. Salome O. Ighomereho & Afolabi A. Ojo & Samuel O. Omoyele & Samuel O. Olabode, 2022. "From Service Quality to E-Service Quality: Measurement, Dimensions and Model," Papers 2205.00055, arXiv.org.
    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. Jeen-Su Lim & Abdulrahman Al-Aali & John Heinrichs, 2015. "Impact of satisfaction with e-retailers’ touch points on purchase behavior: the moderating effect of search and experience product type," Marketing Letters, Springer, vol. 26(2), pages 225-235, June.
    2. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
    3. Wang, Guoqiang & Tan, Garry Wei-Han & Yuan, Yunpeng & Ooi, Keng-Boon & Dwivedi, Yogesh K., 2022. "Revisiting TAM2 in behavioral targeting advertising: A deep learning-based dual-stage SEM-ANN analysis," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    4. Shapiro, Stephen L. & Reams, Lamar & So, Kevin Kam Fung, 2019. "Is it worth the price? The role of perceived financial risk, identification, and perceived value in purchasing pay-per-view broadcasts of combat sports," Sport Management Review, Elsevier, vol. 22(2), pages 235-246.
    5. Eunji Oh & M. Minsuk Shin, 2020. "Study Abroad in Support of Higher Education Sustainability: An Application of Service Trade Strategies," Sustainability, MDPI, vol. 12(6), pages 1-23, March.
    6. Liao, Ziqi & Shi, Xinping, 2017. "Web functionality, web content, information security, and online tourism service continuance," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 258-263.
    7. Suhail Ahmad Bhat & Sheikh Basharul Islam & Mansoor Farooq Mir, 2024. "Consumers’ attitude toward biometric banking services: an empirical evaluation of determinants and outcomes," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(4), pages 1572-1588, December.
    8. Juan Miguel Alcántara-Pilar & Salvador del Barrio-García & Lucia Porcu & Esmeralda Crespo-Almendros, 2015. "Motivational Duality in Online Consumer Behaviour: Website Usability and Flow State as Moderating Factors," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 14(1), pages 79-104, June.
    9. Faisal Mohammed O. Almaslukh & Haliyana Khalid & Alaa Mahdi Sahi, 2022. "The Impact of Internal Marketing Practices on Employees’ Job Satisfaction during the COVID-19 Pandemic: The Case of the Saudi Arabian Banking Sector," Sustainability, MDPI, vol. 14(15), pages 1-15, July.
    10. Karol Król & Dariusz Zdonek, 2020. "Aggregated Indices in Website Quality Assessment," Future Internet, MDPI, vol. 12(4), pages 1-23, April.
    11. Hatice Doğan-Südaş & Ali Kara & Emre Karaca, 2023. "Effects of Gamified Mobile Apps on Purchase Intentions and Word-of-Mouth Engagement: Implications for Sustainability Behavior," Sustainability, MDPI, vol. 15(13), pages 1-17, July.
    12. Shobeiri, Saeed & Laroche, Michel & Mazaheri, Ebrahim, 2013. "Shaping e-retailer’s website personality: The importance of experiential marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 102-110.
    13. Yun-Chan Yen & Shih-Chih Chen, 2025. "The Triple Pathway to Loyalty: Understanding How Banks’ Corporate Social Responsibility Influences Customers via Moral Identity, Service Quality, and Relationship Quality," Sustainability, MDPI, vol. 17(7), pages 1-28, April.
    14. Sehrish Atif, 2023. "Mapping circular economy principles and servitisation approach in business model canvas: an integrated literature review," Future Business Journal, Springer, vol. 9(1), pages 1-21, December.
    15. Geetu Tuteja & Shashank Gupta & Vaishali Garg, 2016. "Consumer Trust in Internet Shopping," Paradigm, , vol. 20(2), pages 191-215, December.
    16. Julia Wojciechowska-Solis & Magdalena Śmiglak-Krajewska & Domenico Viti, 2022. "Identification of the Quality Gaps in the Services Offered in Accommodation Facilities in Rural Areas: The Case of the Lublin Region," Sustainability, MDPI, vol. 14(24), pages 1-15, December.
    17. Salman Abdulrazaq & A. Olawale Yinusa & Ishola Abdulrasaq Ajadi, 2024. "Effect of E-Banking Services on Customers' Satisfaction in University of Ilorin, Ilorin, Kwara State," Acta Universitatis Bohemiae Meridionalis, University of South Bohemia in Ceske Budejovice, Faculty of Economics, vol. 27(1), pages 1-15.
    18. Most. Nirufer Yesmin & Saiful Hoque & Md. Alamgir Hossain & Nusrat Jahan & Yuantao Fang & Renhong Wu & Md. Jahangir Alam, 2023. "SERVQUAL to Determine Relationship Quality and Behavioral Intentions: An SEM Approach in Retail Banking Service," Sustainability, MDPI, vol. 15(8), pages 1-15, April.
    19. Aleksandra Ostrowska, 2023. "Makroekonomiczne determinanty jakości kredytów dla sektora niefinansowego w Polsce," Bank i Kredyt, Narodowy Bank Polski, vol. 54(5), pages 541-556.
    20. Jee-Won Kang & Young Namkung, 2022. "Measuring the Service Quality of Fresh Food Delivery Platforms: Development and Validation of the “Food PlatQual” Scale," Sustainability, MDPI, vol. 14(10), pages 1-19, May.

    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:rnd:arimbr:v:16:y:2024:i:3:p:1004-1012. 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: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/imbr .

    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.