The Effectiveness of Digitalisation Usage on Customer Satisfaction Amidst the Covid-19 Outbreak and Recovery Phase

Ye Zihan; Gao Longgang; Liu Kunyu

doi:10.56982/dream.v3i03.218

Authors

Ye Zihan City University Malaysia
Gao Longgang City University Malaysia
Liu Kunyu Universiti Malaya, Malaysia

DOI:

https://doi.org/10.56982/dream.v3i03.218

Keywords:

Customer Satisfaction, Online Shopping, Technological Acceptance Model, Expectancy Disconfirmation Theory, China

Abstract

The utilisation of digital technologies to modify business models and generate fresh avenues for revenue and value creation has been acknowledged as a prominent factor. Consequently, it becomes evident that substantial transformation is imperative to effectively realise the ultimate objective of establishing digital enterprises. The issue of digitalization is predominantly an administrative concern rather than a technical one. This article focuses on the aspects that contribute to the enhancement of customer satisfaction in online shopping within China, during the Covid-19 pandemic and the subsequent recovery phase. Online buying has become a prevalent trend among consumers in recent times due to its inherent convenience. The researcher developed a conceptual framework in this study and intends to examine the correlation between seven variables: security, information availability, shipping, quality, pricing, time, and consumer satisfaction in the context of online purchasing. The framework has the potential to be utilized for future research and to make a valuable contribution to the existing body of information on emerging digital business models.

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