The Effect of E-Business Website Quality on Customer Satisfaction

Abstract

Online shopping popularity has been growing rapidly among Malaysian residents especially urban citizens since the widespread accessibility and affordability of the internet facilities. The aims of  this paper is to determine the effect of e-business website quality on customer satisfaction. From the academic perspectives, website quality  is typically being existence as an uncertain movement to handle e-business service. A few studies discusses on e-business website quality and customer satisfaction specifically in urban with inconsistent opinions. A quantitative survey of this research is conducted in which questionnaires are distributed to 150 respondents randomly and selected among people working in Shah Alam. The data are analysed specifically using descriptive statistics, reliability, validity, and regression analysis. Results of testing the effect between e-business website quality and customer satisfaction are found to be mixed. For example, website design, information quality, and transaction and payment capability, have direct and positive effect on customer satisfaction. On the other hand, security and privacy, and delivery service have insignificant effect on customer satisfaction. In addition, the proposed website dimensions can be used by web creators and makers to build quality websites to increase the electronic service and the profile of any organization on the internet.