Factors influencing customer satisfaction towards LAZADA online shopping in Malaysia

Abstract

Recent development in technology saw a huge boom in internet usage and many new developments in the world of technology. Development in technology gave rise to many online shopping platforms such as Lazada which operates in Malaysia. With more interest in online shopping it showed that there is a need for more research regarding online shoppers’ satisfaction. This study explored the effect of four different factors namely security, website quality, payment methods and delivery process on customer’s satisfaction when buying from Lazada. This research utilized a qualitative analysis and collected primary data from respondents through a questionnaire. A total of 167 responses were collected for this research from which only 156 fit the requirements of this study. Collected data was analysed using SPSS software and regression analysis was performed on the data. Results of this analysis indicated that all four factors were significant and have positive effect on customer satisfaction. It was found that from all four factors the delivery process factor had the most effect on customer satisfaction. It was followed by website quality and payment methods factors. Security factor was found to have the least effect on customer satisfaction. This research is expected to help online shops and shopping platforms to identify important factors that affect customer satisfaction in order to improve those factors.