The Relationship between Product Quality, E-Service Quality and Brand Image on Customer Satisfaction: Preliminary Investigation in Perlis

Abstract

This study focusing on The Effect of Product Quality, E-Service Quality and Brand Image on Customer Satisfaction which focusing among Perlis’s online shopping. The sample comprised of 250 online consumers at Perlis. The sampling method used in this research is the random method. The questionnaires were distributed by using google form. The data collected was analyzed by using software named as IBM Statistical Package for the Social Sciences (SPSS) version 25. The findings presented that product quality (β=.213, p=.001), e-service quality (β=.142, p=.039) and brand image (β=.553, p=.000) are the factors that significantly related to customer satisfaction. The analytical results confirmed that there is a significant positive correlation between product quality, e- service quality and brand image and online customer satisfaction. The study involves some management implications. In addition to this, the study has some limitations. Therefore, some suggestions are put forward for future research.