Tracking system accuracy, delivery speed and timeliness of updates affect the customer experience in e-commerce

The aim of this research is to investigate the tracking system accuracy, delivery speed and timeliness of updates affect the customer experience in e-commerce during purchase goods or services through the e-commerce. The existence of this advanced technology has created various types of e-commerce that are used for various jobs for example to study and purchase goods or services through e-commerce platform. The quantitative technique was used in this study to investigate how far the tracking system accuracy, delivery speed and timeliness of updates affect the customer experience in e-commerce. The population to be researched in this study is the people who are purchase goods or services through the e-commerce platform that stay in Kedah. There are about 368 online buyers from 12 districts (Baling, Bandar Baharu, Kota Setar, Kuala Muda, Kubang Pasu, Kulim, Langkawi, Padang Terap, Sik, Yan, Pendang, Pokok Sena) in the State of Kedah, Malaysia was participated in this study. According to the finding in this research, the e-commerce platform is very important for online buyers in surveys and purchase goods or services. As a result, the ANOVA analysis support the hypothesis where there is a positive relationship between the tracking system accuracy, delivery speed and timeliness of updates with the customer experience in e-commerce.