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2021 | OriginalPaper | Chapter

Online Customer Satisfaction: An Analysis of the Kelantan Fashion Industry

Authors : Nik Noorhazila Nik Mud, Mardhiah Kamaruddin, Norfazlirda Hairani

Published in: The Importance of New Technologies and Entrepreneurship in Business Development: In The Context of Economic Diversity in Developing Countries

Publisher: Springer International Publishing

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Abstract

The purpose of this study is to examine the factors that influence online customer satisfaction in the fashion industry in Kelantan. This study was conducted in Pengkalan Chepa, Kelantan. The sample size is 307 respondents and was selected using the convenience sampling method. Data from the research questionnaire were gathered and analyzed by using IBM SPSS Statistics version 26. The result showed that the variables, e-logistic ease, website interactivity, website informativeness, and visual engagement, were significant and positively related to online customer satisfaction. This finding implies that the e-retailer of online fashion products in Kelantan should put their efforts into visual engagement and website informativeness to enhance online consumer satisfaction. Future research suggests using other variables that might affect the dependent variable and can be conducted in another place with a different view and opinion on each question for each independent variable.

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Title: Online Customer Satisfaction: An Analysis of the Kelantan Fashion Industry
Authors: Nik Noorhazila Nik Mud
Mardhiah Kamaruddin
Norfazlirda Hairani
Publisher: Springer International Publishing
Book: The Importance of New Technologies and Entrepreneurship in Business Development: In The Context of Economic Diversity in Developing Countries
Print ISBN: 978-3-030-69220-9

Electronic ISBN: 978-3-030-69221-6

Copyright Year: 2021
DOI: https://doi.org/10.1007/978-3-030-69221-6_41

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