Factor Influencing Consumer Satisfaction in Online Shopping During Pandemic

Zhang Xingjun

doi:10.56982/dream.v1i06.60

Authors

Zhang Xingjun City University Malaysia

DOI:

https://doi.org/10.56982/dream.v1i06.60

Keywords:

consumer satisfaction, security, product quality, e-service quality, price

Abstract

The purpose of the study was to identify the factor influencing consumer satisfaction in online shopping during pandemic. The report of complaint status in Malaysia about customer satisfaction in online shopping during pandemic was quite high. Our researchers have investigated the relationship between security, product quality, e-service quality and price with online consumer satisfaction during pandemic. The respondents are among people in Klang Valley. We analysed the data using software SPSS and Smart PLS. The example of the questionnaires used in this study is attached in Appendix 1. We were satisfied with the information we receive via the Google form. The results of the analysis confirmed the existence of positive and significant correlation between security, product quality, e-service quality and price with online consumer satisfaction during pandemic. In addition, several limitations of the study have been identified. Therefore, recommendations have been given and some suggestions are included in the study to provide better ideas for future researchers.

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