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

Hassan, Ainnul Izwan (2020) Impact of customer service and post-purchase activities on online customer satisfaction in Malaysia. Masters thesis, Universiti Utara Malaysia.

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Abstract

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

Item Type:	Thesis (Masters)
Subjects:	T Technology > T Technology (General)
Depositing User:	Mrs. Sabarina Che Mat
Date Deposited:	12 Aug 2024 01:49
Last Modified:	12 Aug 2024 01:49
URI:	http://eprints.uthm.edu.my/id/eprint/11524

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