Factors Affecting Customer Satisfaction on Shopee

Mustakim, Nurul Ain; Hasan, Zuhairah; Sauid, Muna Kameelah; Ebrahim, Zarina Begum; Mokhtar, Noorzalyla

doi:10.6007/ijarbss/v12-i10/14751

Cited by 5 publications

(5 citation statements)

References 14 publications

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“…Interestingly, the research findings diverge from those of previous studies that highlighted the significant influence of perceived convenience on customers' online shopping behavior, as demonstrated by Yo et al (2021), Shanthi & Desti (2015), Ching et al (2021), andMustakim et al (2022). This discrepancy prompts further examination into the potential reasons behind the observed differences.…”

Section: Discussioncontrasting

confidence: 82%

Factors Influencing Consumers' Online Shopping Behaviour: A Study of Shopee in Malaysia

Wong,

Xiang

et al. 2024

IJTHAP

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Shopee is one of the top-notch companies in the e-commerce field. It recorded 343 million visitors per month and its gross merchandise value was even aggregated to USD 19 billion in the second quarter of 2022. Shopee also expanded its business operations aggressively to new regions, namely Europe, Latin America, and South Korea. This study intends to examine the variables that influence customers’ online shopping behaviour in Shopee. A survey questionnaire is conducted to collect data from 150 Shopee’s users in Malaysia. The findings depicted that perceived trust and security, perceived service quality and perceived ease of use had influenced the customers’ online shopping behaviour towards Shopee in Malaysia. Perceived usefulness and perceived convenience did not greatly impact the customers’ online buying intention on Shopee in Malaysia. This study can provide Shopee with useful business insights about customers’ online shopping behaviour. It is recommended for Shopee Malaysia to prioritize the enhancement of three variables that exhibit a favorable correlation with customers' online shopping behavior, thereby ensuring business growth and expansion.

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Section: Discussioncontrasting

confidence: 82%

Factors Influencing Consumers' Online Shopping Behaviour: A Study of Shopee in Malaysia

Wong,

Xiang

et al. 2024

IJTHAP

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“…For the questionnaire items, five items were changed from each of the related research. Refer to Appendix A in regard to the accuracy of delivery [58,59], price of delivery [60,61], information quality [45,62,63], ease of payment [58,59,64], payment security [65,66] and customer satisfaction [36,67] with brand loyalty items [68][69][70].…”

Section: Development Of Measurement Scalesmentioning

confidence: 99%

The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

Zaato

Zainol

Khan

et al. 2023

Behavioral Sciences

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Lately, smartphones have had a significant impact on how individuals act, mainly when they shop. In Malaysia, Shopee is the online shopping website that has garnered the most traffic from e-commerce sites. Shopee Express recognizes the importance of customer happiness and brand loyalty in measuring consumer purchasing behavior for long-term performance. Some prior studies have had mixed results on the factors that influence online shopping apps’ brand loyalty with the interactive effect of other variables. To contribute to resolving these varied views, this study proposes that customer satisfaction mediates the antecedent factors that influence students’ loyalty to the Shopee app. As a cross-sectional online survey, we obtained data from 298 university students using the Shopee application. Partial least squares structural equation modeling (PLS-SEM) was used to analyze data, whereby the results confirmed a significant effect of the accuracy of delivery on brand loyalty and customer satisfaction, the price of delivery and customer satisfaction, and information quality on brand loyalty and customer satisfaction. Furthermore, easy payment also significantly affected brand loyalty and customer satisfaction, and customer satisfaction mediates delivery accuracy and brand loyalty, the price of delivery, information quality, and the brand loyalty link of students to the Shopee application. This study’s novelty is uncovering the intervening role of customer satisfaction in the antecedent factors of brand loyalty of the Shopee app. This study further contributes by providing helpful information to the stream of online logistic firms like Shopee to meet client needs and by providing valuable insights for scholars.

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“…As customers spend fairly time shopping and extra time engaged in other activities, their need for convenience has grown. Consequently, they increasingly prioritize and prefer online purchases over visits to physical stores (Mustakim, Hassan, Sauid, Ebrahim & Mokhtar, 2022). Online shopping on Shopee Malaysia builds a convenient environment for customers.…”

Section: Discussionmentioning

confidence: 99%

“…Perceived usefulness is essential in affecting consumer behavior (Koch et al, 2020). Based on Mustakim et al (2022), perceived usefulness has a strong impact on customer satisfaction in Shopee Malaysia. However, our research showed a different result on the relationship between perceived usefulness towards customer satisfaction in Shopee Malaysia.…”

Section: Discussionmentioning

confidence: 99%

Consumer Satisfaction in E-shopping: Shopee Malaysia Case

Chong

2023

APJME

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After the outbreak of the Covid-19 pandemic, e-shopping has grown substantially.Consumer purchasing behavior changed from physical mode to online mode. They comprehended the convenience of purchasing goods on Eshops such as Shopee. Shopee is Malaysia's most popular e-commerce platform, and its user base increased significantly following the pandemic. It created a significant obstacle for Shopee to maintain and enhance consumer satisfaction. Consequently, the purpose of this paper is to discover the factors influencing consumer satisfaction with Shopee in Malaysia. In this study, six factors were identified: perceived ease of use, perceived security, perceived trust, perceived price, and perceived convenience. Our study used an online survey questionnaire created using Google Forms. Through the study, a total of 151 Shopee users from Malaysia were gathered. SPSS will be used to analyze the respondent data to determine the significance of each factor in relation to customer satisfaction. The results of this study show that perceived price, perceived convenience, and perceived security have a significant impact on customer satisfaction. However, perceived ease of use, perceived trust, and perceived usefulness are insignificant in influencing customer satisfaction among Shopee users in Malaysia. This research gives essential information and guidance for enhancing Shopee's customer satisfaction.

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Factors Affecting Customer Satisfaction on Shopee

Cited by 5 publications

References 14 publications

Factors Influencing Consumers' Online Shopping Behaviour: A Study of Shopee in Malaysia

Factors Influencing Consumers' Online Shopping Behaviour: A Study of Shopee in Malaysia

The Mediating Role of Customer Satisfaction between Antecedent Factors and Brand Loyalty for the Shopee Application

Consumer Satisfaction in E-shopping: Shopee Malaysia Case

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