ISSN: 2222-6990
Open access
There are several elements that have a direct impact on the level of enjoyment that consumers derive from online shopping. Consequently, the purpose of the present study was to investigate the personal experiences of Shopee users and the elements that influence their degree of satisfaction. The result of this study is expectantly to allow Shopee to strengthen their business policy and practices on how they can provide better service to the customer. A total of 162 Shopee customers who met the study's eligibility standards were asked to complete a series of questions. Using descriptive, correlational, and ANOVA analyses, the questionnaire data were examined. This study employed four independent variables: perceived usefulness, perceived usability, perceived trust, and perceived convenience. These independent variables were derived from the Technology Acceptance Model (henceforth TAM) and their link to the dependent variable, namely Shopee customer satisfaction, was examined. The findings indicate that all variables were significantly correlated. The findings further revealed that perceived trust and perceived usefulness of use are the highest determinants of consumer satisfaction. The results of this study lead to a better understanding of the level of consumer satisfaction with online shopping services, particularly Shopee. Future research could be extended to a variety of online shopping platforms for comparison. Intervening variables could have also been included such as psychological, emotional, attitudes and others as to obtain a more comprehensive result.
Anifa, N., & Sanaji, S. (2022). Augmented Reality Users: The Effect of Perceived Ease of Use, Perceived Usefulness, and Customer Experience on Repurchase Intention. Journal of Business and Management Review, 3(3), 252–274.
https://doi.org/10.47153/jbmr33.3462022
Budyastuti, T., & Iskandar, D. (2018). The Influence of Usefulness , Easy of Use and Trust Using E-Commerce To User Behaviour ( Case Study To Lazada . Com Consumers ). Journal of Marketing and Consumer Research, 46, 78–83.
Daroch, B., Nagrath, G., & Gupta, A. (2021). A study on factors limiting online shopping behaviour of consumers. Rajagiri Management Journal, 15(1), 39–52.
https://doi.org/10.1108/ramj-07-2020-0038
Dong, X., Chang, Y., Wang, Y., & Yan, J. (2017). Understanding usage of Internet of Things (IOT) systems in China. Information Technology & People, 30(1), 117–138.
https://doi.org/10.1108/itp-11-2015-0272
Isa, K., Shah, J. M., Palpanadan, S. T., & Isa, F. (2020). Malaysians’ popular online shopping websites during movement control order (Mco). International Journal of Advanced Trends in Computer Science and Engineering, 9(2), 2154–2158.
https://doi.org/10.30534/ijatcse/2020/190922020
Kahar, A., Wardi, Y., & Patrisia, D. (2019). The Influence of Perceived of Usefulness, Perceived Ease of Use, and Perceived Security on Repurchase Intention at Tokopedia.com. 64, 429–438. https://doi.org/10.2991/piceeba2-18.2019.20
KIEW, C. C., ABU HASAN, Z. R., & ABU HASAN, N. (2021). Factors Influencing Consumers in Using Shopee for Online Purchase Intention in East Coast Malaysia. Universiti Malaysia Terengganu Journal of Undergraduate Research, 3(1), 45–56.
https://doi.org/10.46754/umtjur.2021.01.006
Lim, K. B., Sook Fern, Y., & A/l Bhajan Singh, H. S. K. (2021). The Study of Customer Satisfaction of Shopee Customers In Malaysia. International Journal of Entrepreneurship, Business and Creative Economy, 1(2), 30–44. https://doi.org/10.31098/ijebce.v1i2.602
Loheswar, R. (2021). Ipsos poll: Shopee is Malaysia’s preferred e-shopping platform during pandemic times, used by four in five buyers. Malay Mail.
https://www.malaymail.com/news/malaysia/2021/06/08/ipsos-poll-shopee-is-malaysias-preferred-e-shopping-platform-during-pandemi/1980472
MCMC. (2018). Internet users survey 2018: Statistical brief number twenty-three. Internet Users Survey 2018, 1–39.
https://www.mcmc.gov.my/skmmgovmy/media/General/pdf/Internet-Users-Survey-2018.pdf
Prakosa, A., & Sumantika, A. (2021). An Analysis of Online Shoppers’ Acceptance and Trust toward Electronic Marketplace using TAM Model. Journal of Physics: Conference Series, 1823(1). https://doi.org/10.1088/1742-6596/1823/1/012008
Pratama, R. I., Megadini, D. D., & Kusriandini, T. (2019). Effect of Perceived Ease of Use, Word-of-Mouth Communication, and Brand Image on Decision to Use Lazada E-Commerce Services. International Journal of Multicultural and Multireligious Understanding, 6(1), 173. https://doi.org/10.18415/ijmmu.v6i1.533
Rahayu, E., Fauzan, F., Wijaya, H., & Gunadi, W. (2020). The Effect of Trust and Satisfaction on Customer Loyalty in Online Shop: Case of C2C E-Commerce in Indonesia. International Journal of Academic Research in Business and Social Sciences, 10(8), 699–709. https://doi.org/10.6007/ijarbss/v10-i8/7619
Ramayah, T., & Ignatius, J. (2005). Impact of Perceived usefulness , Perceived ease of use and Perceived Enjoyment on Intention to Shop Online. ICFAI Journal of Systems Management (IJSM), 1–16.
Rehman, S. U., Bhatti, A., Mohamed, R., & Ayoup, H. (2019). The moderating role of trust and commitment between consumer purchase intention and online shopping behavior in the context of Pakistan. Journal of Global Entrepreneurship Research, 9(1). https://doi.org/10.1186/s40497-019-0166-2
Reyes-Mercado, P., Karthik, M., Mishra, R. K., & Rajagopal. (2017). Drivers of consumer attitudes towards online shopping in the Indian market: Analysis through an extended TAM model. International Journal of Business Innovation and Research, 13(3), 326–343. https://doi.org/10.1504/IJBIR.2017.084425
Ru, L. J., Kowang, T. O., Long, C. S., Fun, F. S., & Fei, G. C. (2021). Factors Influencing Online Purchase Intention of Shopee’s Consumers in Malaysia. International Journal of Academic Research in Business and Social Sciences, 11(1).
https://doi.org/10.6007/ijarbss/v11-i1/8577
Sharma, G. (2021). Customer Satisfaction on e-Commerce?: A Study Focus in Kathmandu. 1(1), 10–23.
Tang, L. L., & Hanh Nguyen, T. H. (2013). Common causes of trust, satisfaction and TAM in online shopping: An integrated model. Journal of Quality, 20(5), 483–501. https://doi.org/10.6220/joq.2013.205.01
Vasic, N., Kilibarda, M., & Kaurin, T. (2019). The Influence of Online Shopping Determinants on Customer Satisfaction in the Serbian Market. Journal of Theoretical and Applied Electronic Commerce Research, 14(2), 0–0. https://doi.org/10.4067/s0718-18762019000200107
Yo, P. W., Kee, D. M. H., Yu, J. W., Hu, M. K., Jong, Y. C., Ahmed, Z., Gwee, S. L., Gawade, O., & Nair, R. K. (2021). The influencing factors of customer satisfaction: A case study of shopee in malaysia. Estudios de Economia Aplicada, 39(12), 1–16.
https://doi.org/10.25115/eea.v39i12.6839
In-Text Citation: (Mustakim et al., 2022)
To Cite this Article: Mustakim, N. A., Hassan, Z., Sauid, M. K., Ebrahim, Z. B., & Mokhtar, N. (2022). Factors Affecting Customer Satisfaction on Shopee. International Journal of Academic Research in Business and Social Sciences, 12(10), 544 – 556.
Copyright: © 2022 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non0-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode