Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia

Currently, the e-commerce company that was based or has their operation in Malaysia like Iazada, Zalora, Shopee and II Street, are partnering with third-party courier service and logistics company 1o provide the service of delivering the goods and items to the customers. This service delivery time...

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Main Author:	Hassan, Ainnul Izwan
Format:	Thesis
Language:	English
Published:	2020
Subjects:	T Technology (General)
Online Access:	http://eprints.uthm.edu.my/11524/1/24p%20AINNUL%20IZWAN%20HASSAN.pdf
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id	my-uthm-ep.11524
record_format	uketd_dc
spelling	my-uthm-ep.115242024-08-12T01:49:18Z Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia 2020-01-05 Hassan, Ainnul Izwan T Technology (General) Currently, the e-commerce company that was based or has their operation in Malaysia like Iazada, Zalora, Shopee and II Street, are partnering with third-party courier service and logistics company 1o provide the service of delivering the goods and items to the customers. This service delivery time is ranging from 24 hours, next day delivery to several days depending on the location of the receiver or buyer. After shoppers deciding to make the online purchase and proceed with the payment, what are the activities that really impacting the satisfaction of the online shoppers? Those activities are like Customer Service that handles all the queries and questions about the package about the package, the package delivery itself, tracking of thee package and to return back to the retailer if customers are not satified with the package. Customer satisfaction on online shopping usually depends on custamers overall experience based on the website, quality of the product, payment activities that are not related to post-purchase activities. In what way are these customer services ami post-purchase activities contributing to the online shopping satisfaction among Malaysian Customers were still not clear. This study initiates an attempt to address this limitation by c:xaminins the impact of customer service and post-purchase logistic activities towards online shopping customer satisfaction in Malaysia. By using a structured questionnaire, the data for the study was collected from 190 respondent from Malaysia The results of the analysis indicate that customer service and post-purchase logistic activities such as delivery and shipping, tracking and return are significantly associated with the online shopping customer satisfaction. Keyword: customer satisfaction. delivery and shipping & customer service, tracking, return, online shopping. post-purchase logistic activity 2020-01 Thesis http://eprints.uthm.edu.my/11524/ http://eprints.uthm.edu.my/11524/1/24p%20AINNUL%20IZWAN%20HASSAN.pdf text en public mphil masters Universiti Utara Malaysia School of Business
institution	Universiti Tun Hussein Onn Malaysia
collection	UTHM Institutional Repository
language	English
topic	T Technology (General)
spellingShingle	T Technology (General) Hassan, Ainnul Izwan Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia
description	Currently, the e-commerce company that was based or has their operation in Malaysia like Iazada, Zalora, Shopee and II Street, are partnering with third-party courier service and logistics company 1o provide the service of delivering the goods and items to the customers. This service delivery time is ranging from 24 hours, next day delivery to several days depending on the location of the receiver or buyer. After shoppers deciding to make the online purchase and proceed with the payment, what are the activities that really impacting the satisfaction of the online shoppers? Those activities are like Customer Service that handles all the queries and questions about the package about the package, the package delivery itself, tracking of thee package and to return back to the retailer if customers are not satified with the package. Customer satisfaction on online shopping usually depends on custamers overall experience based on the website, quality of the product, payment activities that are not related to post-purchase activities. In what way are these customer services ami post-purchase activities contributing to the online shopping satisfaction among Malaysian Customers were still not clear. This study initiates an attempt to address this limitation by c:xaminins the impact of customer service and post-purchase logistic activities towards online shopping customer satisfaction in Malaysia. By using a structured questionnaire, the data for the study was collected from 190 respondent from Malaysia The results of the analysis indicate that customer service and post-purchase logistic activities such as delivery and shipping, tracking and return are significantly associated with the online shopping customer satisfaction. Keyword: customer satisfaction. delivery and shipping & customer service, tracking, return, online shopping. post-purchase logistic activity
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Hassan, Ainnul Izwan
author_facet	Hassan, Ainnul Izwan
author_sort	Hassan, Ainnul Izwan
title	Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia
title_short	Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia
title_full	Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia
title_fullStr	Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia
title_full_unstemmed	Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia
title_sort	impact of customer service and post-purchase activities on online customer satisfaction in malaysia
granting_institution	Universiti Utara Malaysia
granting_department	School of Business
publishDate	2020
url	http://eprints.uthm.edu.my/11524/1/24p%20AINNUL%20IZWAN%20HASSAN.pdf
_version_	1811772114321014784

Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia

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