Examining customer online shopping experience through service quality among community in Kota Bharu, Kelantan

, Tan Peck Ai (2015) Examining customer online shopping experience through service quality among community in Kota Bharu, Kelantan. Undergraduate project report, Faculty of Entrepreneurship and Business. (Submitted)

Abstract

Online service quality is one of the key determinants of success of online retailers. This exploratory study discovered some important finding about online service quality. First, the study identified three key online shopping service qualities as perceived by online customers which are reliability, responsiveness and assurance. Second, all of the dimension, reliability, responsiveness and assurance have significant relationship on customers perceived overall service quality and customer online shopping experience. Researcher conducted survey with 150 peoples from Kota Bharu, Kelantan and the questionnaires were distributed to them. Researcher employed Pearson Correlation Coefficient Analysis to analyze the survey result. In conclusion, customer online shopping experience among people in Kota Bharu, Kelantan was influenced by the three service quality dimensions.

Item Type: Undergraduate Final Project Report
Faculty: Faculty of Entrepreneurship and Business
Programme: Bachelor of Entrepreneurship (Retailing) with Honours
Deposited By: En Khairul Azman Che Ibrahim
Date Deposited: 24 Aug 2016 02:12
Last Modified: 24 Aug 2016 02:12
URI: http://umkeprints.umk.edu.my/id/eprint/6145

Actions (login required)

View Item View Item