Abstract
Customer satisfaction is considered the essence of enterprise success, especially in the competitive online business environment. This study aimed to examine how the selected key factors, i.e., general belief, information quality, website design, merchandise attributes, payment transaction, security and privacy, delivery service, and customer service, contribute to overall satisfaction among the customers of small online apparel businesses in Malaysia. This study used a cross-sectional design and complete data was collected from 765 customers who purchased apparel online at the point-of-purchase. The finding reveals that general belief, information quality, website design, payment transaction, security and privacy, delivery service, and customer service have a positive significant effect on overall satisfaction. In order to sustain in the competitive online business environment, small online apparel businesses in Malaysia should therefore focus on operational strategies on the dimensions of service quality, which would lead to an improvement in overall customer satisfaction.
Highlights
Given the advancement in information technology, online shopping has become a popular activity
This study aimed to examine how the selected key factors, i.e., general belief, information quality, website design, merchandise attributes, payment transaction, security and privacy, delivery service, and customer service, contribute to overall satisfaction among the customers of small online apparel businesses in Malaysia
This study used a cross-sectional design and complete data was collected from 765 customers who purchased apparel online at the point-of-purchase
Summary
Given the advancement in information technology, online shopping has become a popular activity. The central concern of marketers is still focused on the concepts of satisfaction and loyalty to a merchant’s website. Electronic commerce, commonly known as e-commerce, is a type of industry where the buying and selling of products or services is conducted over electronic systems such as the Internet and other computer networks. While consumer behavior in e-commerce seems to be a complex subject, the consumer expectations are changing, challenging traditional patterns of supply of commercial websites. Customer satisfaction is defined by how satisfied one is with the products/services. Satisfaction is extremely important to marketers of products and services. This is because when a customer is satisfied, it will bring him/her to a positive purchase intention such as repurchase, positive word-of-mouth and loyalty in the long term
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
