Factors affecting Malaysian customers' satisfaction: a case of Lazada mobile shopping application

Abstract

The aim of this study is to examine the effects of four different factors namely, design aesthetics, information quality, efficiency, and system availability on Malaysian customers’ satisfaction towards Lazada Mobile Shopping Application. Due to the availability and accessibility of smart mobile phones, the concept of electronic shopping has evolved into a new concept called mobile shopping. Recently, due to the rapid increase in the use of wireless technology such as smartphones and mobile applications (Mobile Apps), the popularity of mobile shopping has increased worldwide. With growing technology development and increasing number of smartphone users, several mobile shopping apps such as Lazada mobile shopping application have appeared in the Malaysian market. For conducting this study, a quantitative approach was used, and data was collected via a questionnaire from 344 respondents, of which only 260 fit the requirements of the study. The questionnaire was distributed online to Malaysian customers of Lazada mobile shopping app to obtain their views on factors affecting their satisfaction towards the Lazada mobile shopping Application. The findings indicate that efficiency factor has the highest effect on customers’ satisfaction towards Lazada mobile shopping application in Malaysia which is followed by design aesthetics and system availability. Information quality factor has the lowest effect on Malaysia customers’ satisfaction towards Lazada mobile shopping application. This research is expected to help mobile shopping and mobile shopping applications identify important factors which affect customer satisfaction to improve those factors.