An Investiogation on the antecedents influencing customer e-loyality and e-satisfaction among Malaysians with the effects of trustworthiness
The rapid growth of online shopping has led to increasing interest in how to inspire customer e-loyalty and e-satisfaction in Malaysia context. The general objective of this study is to explore and examine the perceptions of Malaysian Internet users that contribute to customer e-loyalty and e-sat...
محفوظ في:
| المؤلف الرئيسي: | |
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| التنسيق: | أطروحة |
| اللغة: | English |
| منشور في: |
2013
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| الموضوعات: | |
| الوصول للمادة أونلاين: | http://ir.unimas.my/id/eprint/9202/2/Winnie%20%28full%29.pdf |
| الوسوم: |
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| الملخص: | The rapid growth of online shopping has led to increasing interest in how to inspire
customer e-loyalty and e-satisfaction in Malaysia context. The general objective of this study
is to explore and examine the perceptions of Malaysian Internet users that contribute to
customer e-loyalty and e-satisfaction. Specifically, the purpose of this study is to (a) identify
the most significant determinants of customer e-loyalty and e-satisfaction; (b) investigate the
strength of relationships between customer interface quality, website quality, service quality,
technology acceptance factors, and technology trust and customer e-loyalty and e-satisfaction;
(c) examine the effect of trustworthiness on customer e-loyalty and e-satisfaction; and lastly
(d) investigate the effect of trustworthiness on customer interface quality, website quality,
service quality, technology acceptance factors, and technology trust and customer e-loyalty
and e-satisfaction. The current research differs from previous studies by investigating various
dimensions of customer interface quality, service quality, website quality, technology
acceptance factors, and technology trust with the outcome of behavioral intentions, namely
customer e-loyalty (measured by word-of-mouth, future purchase intentions, and complaining
behavior) and e-satisfaction (measured by repurchase intention and revisit intention). This
study also examines the indirect effect of customer interface quality, website quality, service
quality, technology acceptance factors, and technology trust on customer e-loyalty and
e-satisfaction through trustworthiness. Specifically, this study is perhaps the first to test
trustworthiness as the mediator to measure the Malaysian Internet users’ behavioral intentions.
A quantitative survey was conducted among Malaysian Internet users who have experience in
accessing the Internet and Internet shopping. To participate, they had to have carried out at least one online transaction and made an e-purchase in the previous three months. The
theoretical framework for the current study was developed from previous research. SPSS
statistical software and SmartPLS 2.0 (M3) were used as the main analytical tools to establish
the results in order to address the research objectives. A total of 395 respondents participated
in this study. This study is perhaps the first to propose and validate a new model set of
variables for customer e-loyalty and e-satisfaction among Malaysians in the Internet
environment. The current findings of the study may be informative, and act as a basis for
future researchers who are interested in an online study in Malaysia. Practically, the findings
may also assist Malaysian e-retailers in understanding the key factors of business-to-consumer
interactions and how to capture more online shoppers. In particular, this research details the
area of trustworthiness in the online context. Some of the implications, limitations of the
study, and recommendations for future research are outlined in the current study. |
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