2024
DOI: 10.22610/imbr.v16i3s(i)a.4189
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Exploring E-Customer Satisfaction Using e-SERVQUAL Among Online Shoppers

Mohammad Zaim Mohd Salleh,
Nor Sara Nadia Muhamad Yunus,
Nadiah Maisarah Abdul Ghani
et al.

Abstract: When interacting with a company's products and services, customer satisfaction is an overall feeling of contentment that a client is experiencing. Previous studies have shown an increase in revenue when a company prioritizes customer satisfaction with its products or services. Around 70 percent of Malaysians are dynamic online consumers, with most of them shopping via websites. e-SERVQUAL assesses the efficacy and efficiency of a website in facilitating shopping, purchase, and delivery processes. It encompasse… Show more

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