UUM Electronic Theses and Dissertation
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The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic

Hasliza, Md Shariff (2021) The relationship between e-service quality, trust and satisfaction towards consumer online shopping during Covid-19 pandemic. Masters thesis, Universiti Utara Malaysia.

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The growing usage of the internet and online shopping in Malaysia provides huge prospects in the e-commerce market, especially for the B2C segment. However, there is a need to study what factors influence consumers' behavior when shopping online. At the same time, the Covid-19 pandemic that occurred since March 2020 until today might be given something different or new perspectives. Therefore, this study is investigating some factors that influence the consumers’ behavior towards online shopping in popular e-commerce and e-Marketplaces during the crisis of pandemic. The study uses quantitative method with a cross-sectional time of period to obtain data in July 2021. The data were collected via simple random technique from 196 respondents through online survey questionnaire. The data were analyzed by SPSS and found out that all hypotheses of the study are fully supported. Trust is the foremost factor that has influenced the consumer’s behavior when doing the online shopping. The second factor that affects consumer behavior is the Covid -19 pandemic environment which causes most consumers to be forced to shop online due to security and safety reasons. Other factors such as e-service quality and consumer satisfaction also important to attract and retain online shoppers even after the pandemic. Therefore, hopefully this study can provide some insights to players in the e-commerce sector in Malaysia especially the e-retailers such as Shopee and Lazadaas well as others. Perhaps a future study can be executed to explore other factors such as safety of delivery from various of courier services and discounted prices.

Item Type: Thesis (Masters)
Supervisor : Bohari, Abdul Manaf and Mohamed Elias, Ezanee
Item ID: 9957
Uncontrolled Keywords: consumers, Covid-19, e-service quality, trust, satisfaction.
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: School of Business Management
Date Deposited: 16 Oct 2022 01:31
Last Modified: 16 Oct 2022 01:31
Department: School of Business Management
Name: Bohari, Abdul Manaf and Mohamed Elias, Ezanee
URI: https://etd.uum.edu.my/id/eprint/9957

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