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UNIRAZAK Library Pustaka
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| Abstract : UNIRAZAK Library |
| This study examines the factors influencing customer satisfaction with online shopping in Cyberjaya, Selangor, focusing on product quality, delivery services, price perception, customer service, and security. As e-commerce platforms like Shopee, Lazada, and Zalora become increasingly popular, understanding these elements is crucial for enhancing consumer experiences and fostering loyalty. Based on a survey of 300 respondents, the findings reveal that product quality, timely delivery, and responsive customer service are the most significant drivers of satisfaction. However, dissatisfaction arises from issues such as misleading product descriptions, late deliveries, hidden fees, and unresolved customer complaints. Younger consumers are particularly attracted to discounts and promotions but express frustration when confronted with unexpected costs, while older consumers prioritize secure payment gateways and data privacy. The study recommends that e-commerce businesses adopt stricter quality control measures, collaborate with reliable logistics providers, ensure upfront price transparency, offer multiple customer service channels, and strengthen cybersecurity protocols. These strategies are essential for improving customer satisfaction, building trust, and encouraging repeat purchases in an increasingly competitive digital marketplace. |
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