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Evaluating the Impact of the Determinants of E-Commerce Customer Trust and Satisfaction

Journal: International Journal of Business Management & Research (IJBMR) (Vol.9, No. 4)

Publication Date:

Authors : ;

Page : 21-38

Keywords : E-Commerce; Satisfaction; Trust; Quality; User-Interface; Privacy; Security & Service;

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Online shopping has become one of the commonly and broadly used channels in the Internet fraternity for convenient shopping. Many websites are opening daily to meets the ever-rising demands of comfort and convenience shoppers. Online shopping is a convenient way of shopping for various items from various locations and a faster process. The digital economy is driven by information technology introduced high-speed Internet connection as a convenient platform for online purchases and firms to interact. The growth of the Internet is viewed as the driving force to the increase in the use of e-commerce services globally in general and in Malaysia in particular. E-commerce websites have contributed to the wide access of products and services by local users that are also moving internationally. E-commerce is one of the important strategies in business today since it has raised the level of efficiency in organizations as well as contributed to countries' economies through the service sector. Customer satisfaction is the result of comparing the expectations and experience. Customer satisfaction involves the process through which a consumer is pleased when the delivery meets or exceeds their expectations. Customer trust is understood as the beliefs held by an online consumer regarding specific attributes of the e-supplier and the possible behaviors of the e-supplier in the future. The user interface is the tangible aspect of e-commerce websites which depicts the interaction channel between customers and electronic service providers. User interface quality includes the website design that consists of organization and searchability and the ease of navigation. Information quality is viewed as the customer's perception of the quality of product information that is available on ecommerce websites. Information quality depicts the relevance, usefulness of the product information available in e-commerce sites. Customers are always concerned about the security of e-commerce websites that reflects the reliability of the payment method, data storage, and data transmission. Customers are always concerned with their private information being accessed by third parties and they believe that their information will not be viewed and used by other parties. Privacy is perceived as the disclosure and storage of private information by third parties. Customer service is defined by the quality of a company representatives' knowledge to respond to customer queries and questions. The company's representatives are expected to explicitly describe the costs associated with different products and provide adequate support to clients that navigate through the website.

Last modified: 2019-09-30 20:48:54