IDEAS home Printed from https://ideas.repec.org/p/sek/iacpro/9712140.html
   My bibliography  Save this paper

Thai Customer Satisfaction in Shopee Application

Author

Listed:
  • Yupawan Vannavanit

    (Kasetsart University)

  • Sirirat Kosakarika

    (Kasetsart University)

Abstract

The paper aims to study the level of customer satisfaction in using Shopee application for shopping in Thailand. Shopee is the largest retail e-commerce in Southeast Asia. The study is based Electronic Service Quality Model (E-S-QUAL) and electronic recovery service quality (E-Recs-QUAL). 100 online questionnaires have been distributed to Shoppe customers who had an experience in using Shopee application. The study result reveals that most respondents are single and female with an average age of 21. The level of satisfaction is high for all dimensions. To be more specific, the highest level of satisfaction is witnessed in system availability while privacy, efficiency, responsiveness, fulfillment and contact share similar satisfactory level of high. The lowest is compensation. The study also reveals that there are differences in placing important to those dimensions, which can be divided into 3 categories. High degree of importance efficiency and fulfillment while moderate degree of significance consists of privacy system availability responsiveness. The least importance factors are contact and compensation. The study suggests that the quality of fulfillment should be improved because of there being high level of importance from customer perspective with moderate satisfactory level.

Suggested Citation

  • Yupawan Vannavanit & Sirirat Kosakarika, 2019. "Thai Customer Satisfaction in Shopee Application," Proceedings of International Academic Conferences 9712140, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:9712140
    as

    Download full text from publisher

    File URL: https://iises.net/proceedings/iises-international-academic-conference-vienna/table-of-content/detail?cid=97&iid=045&rid=12140
    File Function: First version, 2019
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    Shopee Application; Satisfaction; Thai Customer;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    NEP fields

    This paper has been announced in the following NEP Reports:

    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:sek:iacpro:9712140. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Klara Cermakova (email available below). General contact details of provider: https://iises.net/ .

    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.