Young consumers are playing an important role in online shopping. The increasing use of
Internet by the younger generation in Malaysia provides an emerging prospect for online
retailers. If online retailers know the factors affecting Malaysian young consumers’ buying
behaviour, and the associations between these factors and type of online buyers, then they can
further develop their marketing strategies to convert potential customers into active ones. In this
study four key dimensions of online shopping as perceived by young consumers in Malaysia are
identified. Besides that this study also examined whether there are any differences in online
shopping by different races in Malaysia. It was discovered that website design, website
reliability, customer service and privacy are the four key factors which influence young
consumers’ perceptions of online shopping. However, there is no significant difference among
the various races in terms of online shopping behaviour in Malaysia. Finally, the
recommendations are presented in this research may help foster growth of Malaysian online
retailing in future.
Students’ Online Shopping Behavior: An Empirical Study
1 Narges Delafrooz, 2
Laily Hj. Paim and 3 Ali Khatibi
1; 2. Faculty of Resource Management and Consumer Studies, University Putra Malaysia, 43400 Serdang,
Selangor,
Malaysia
3. Faculty of Management, Management and Science University, Shah Alam, Selangor, Malaysia.
nargesdelafrooz@gmail.com, Laily@putra.upm.edu.my, enquiry@msu.edu.my
ABSTRACT: The ever-increasing use of the internet in Malaysia provides a developing prospect for Emarketers.
Such marketers' awareness of the factors affecting Malaysian buyers’ attitude can further develop their
marketing
strategies in converting potential customers into active ones, while maintaining their existent online
customers. This
paper sets out to examine the factors influencing students’ attitudes towards online shopping in
Malaysia through a
five-level Likert scale self-administered questionnaire, which was developed based on prior literature. A
total of 370
students were randomly selected. The multiple regression analysis demonstrated the most significant
determinants of
consumers’ attitudes towards online shopping. The results indicated that utilitarian orientation,
convenience, price,
and a wider selection influenced consumers’ attitudes towards online shopping. Therefore, e-retailers
should
emphasize a more user-friendly function in order to provide utilitarian customers a way to find what
they need
efficiently. [Journal of American Science 2010;6(1):137-147]. (ISSN: 1545-1003).
Ilias O. Pappas , Adamantia G. Pateli , Michail N. Giannakos , Vassilios Chrissikopoulos
International Journal of Retail & Distribution Management
ISSN: 0959-0552
Publication date: 4 March 2014
Findings
According to O. Pappas (2014) experience has moderating effects on the relationships between
performance expectancy and satisfaction and satisfaction and intention to repurchase. His study
empirically demonstrates that prior customer experience strengthens the relationship between
performance expectancy and satisfaction, while it weakens the relationship of satisfaction with
intention to repurchase.
Citation
O. Pappas, I., G. Pateli, A., N. Giannakos, M. and Chrissikopoulos, V. (2014), "Moderating effects of
online shopping experience on customer satisfaction and repurchase intentions", International Journal
of Retail & Distribution Management, Vol. 42 No. 3, pp. 187-204. https://doi.org/10.1108/IJRDM-032012-0034
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Analyzing customer satisfaction: users perspective towards online shopping
Urvashi Tandon, Ravi Kiran, Ash Sah
Nankai Business Review International
ISSN: 2040-8749
Publication date: 7 August 2017 Reprints & Permissions
Abstract
Purpose
This study aims to identify and analyse the key determinants influencing customer satisfaction towards
online shopping in India.
Design/methodology/approach
The literature concerning major attributes of website functionality, perceived usability, perceived
usefulness and customer satisfaction in online retailing were reviewed. Data were collected from 365
respondents active in online shopping for examining the constructs. The model was empirically tested
using structural equation modelling.
Findings
The findings of the study reveal that perceived usefulness and website functionality have a positive
impact on customer satisfaction, whereas perceived usability had a significant but negative impact on
customer satisfaction.
Citation
Tandon, U., Kiran, R. and Sah, A. (2017), "Analyzing customer satisfaction: users perspective towards
online shopping", Nankai Business Review International, Vol. 8 No. 3, pp. 266-288.
https://doi.org/10.1108/NBRI-04-2016-0012