Customer satisfaction is the grade to which client outlooks of a merchandise or service are met or exceeded. It is seen as a cardinal public presentation index within concern. In a competitory market place where concerns compete for clients, client satisfaction is seen as a cardinal discriminator and progressively has become a cardinal component of concern scheme.
In the epoch of globalisation electronic selling is a great revolution. Over the last decennary upper limit concern organisations are running with technological alteration. Online shopping or selling is the usage of engineering for better selling public presentation. And retail merchants are inventing schemes to run into the demand of on-line shoppers ; they are busy in analyzing consumer behaviour in the field of on-line shopping, to see the consumer attitudes towards on-line shopping. Therefore we have besides decided to analyze the factors that affect MMU pupils ‘ satisfaction of their online shopping supplier.
Online shopping is fundamentally a procedure of merchandising and purchasing of goods and services on World Wide Web. As ( Forsythe and Shi, 2003 ) explains ” Internet shopping has become the fastest-growing usage of the Internet ; most on-line consumers, nevertheless, use information gathered online to do purchases off-line ” .
Harmonizing to a study ( ACNielsen Report on Global Consumer Attitudes towards Online Shopping, 2005 ) published on www.acnielsen.com, one ten percent of the universe population is shopping online, till October 2005, 627 million people have done online shopping, and harmonizing to the same study Germans and British are on the top of the list on Online Shopping. Additionally in the study published, it was confirmed that merchandises most purchased online included books followed by DVDs, picture ‘s, games and Plane Reservations, with recognition cards being the most sought method of payments for the purchases made sing the points offered for purchase online.
So many states all over the universe pour 1000000s of dollars into online shopping as a agency to buy goods and services through the cyberspace. The bettering usage of the cyberspace has provided for fast purchase of online services as this is apparent in the rapid turning internet use activity all over Europe, with Sweden being ranked one of the high heels in Internet Usage and on-line Shopping in Europe coming in 9th with Japan and USA following in close competition ( ACNielsen Report on Global Consumer Attitudes towards Online Shopping, 2005 ) .
During 1994, Netscape introduced SSL encoding method for informations transmutation online through the web, which became so of import for unafraid online shopping. The first online shopping system was introduced by a German Company called Intershop in 1994. Follow by Amazon in 1995 and eBay in 1996.
Online shopping has been acquiring celebrated since the last few old ages after the cyberspace was being widely used. It began to appeal to a larger figure of consumers as it bit by bit evolved to function and fulfill 1000000s of people from all over the universe. Consequently, e-commerce industry has seen rapid growing.
An on-line consumer or on-line marketer must at least have one electronic appliance to entree to the cyberspace. Online banking system had been launched before the epoch of on-line shopping. Therefore, online banking system made on-line shopping much convenient. Hence, payment can be made in several signifiers such as checks, debit card, electronic money or assorted types, hard currency sedimentation utilizing ATM machine, gift cards and etc.
The on-line retail industry is traveling the new epoch of competition. These on-line shopping supplier demand to distinguish themselves from others and show it good to go the one of the market leader in on-line retails industry. Competition has become more aggressive among these companies, therefore it is of import for companies to calculate out the factors that affects MMU pupils ‘ satisfaction towards their online shopping suppliers.
The intent of this research is to analyse and place the overall attitude towards online shopping and the cardinal factors that influences MMU pupils ‘ satisfaction of their online shopping suppliers.
Significance of Study
The on-line retail is undergoing dramatic alterations. This survey will supply penetrations of the factors that affect the MMU pupils ‘ satisfaction of their online shopping supplier. In other words it will bespeak the consumer behaviour in the competitory market. This research can lend to the society and state.
The consequence of this research will be good for the online shopping supplier to function as a guideline in implementing their concern scheme. With the information, the online shopping suppliers will be able to plan bundles that are fulfilling consumers. They can besides better their company public presentation every bit good as to keep their market portion. This research is of import because it can sketch what are the factors that are impacting the MMU pupils ‘ satisfaction of their online shopping supplier.
Besides, this research able to provides the factors that cause the satisfaction degree. When on-line shopping supplier understand what is the wants and demands of the consumer. Therefore, it helps to cut down their cost in research and development. By so, online shopping supplier can concentrate to increase their merchandise characteristics or quality that serves to the consumers.
Through this survey, online shopping supplier can concentrate on what is the best concern quality and services to consumers in order to keep their life long relationship to make maximal life clip value to the company itself.
Before taking any actions to alter the satisfaction degree, the most important thing is to understand what factors influence client satisfaction, and so seek to do betterments in these critical countries so that they can hold more satisfied and loyal clients.
Scope of the Study
This research is peculiarly interested in look intoing client satisfaction degree. This paper is be givening to happen out what are the factors that impacting MMU pupils ‘ satisfaction of online shopping supplier through this survey. All respondents are assumed to hold on-line shopping cognition. There are many factors that cause the different satisfaction degree of their online shopping supplier.
1.7 Operational Definition
1.7.1 Online Shopping
Online shopping or online retailing is a signifier of electronic commercialism leting consumers to straight purchase goods or services from a marketer over the Internet without an intermediary service. An online store, e-shop, e-store, Internet store, web-shop, web-store, on-line shop, or practical shop extorts the analogy of buying goods or services at a retails shops or shopping centre.
Online retail shop are support the available for 24 hr 7days a hebdomad. This is a agency by retail merchants and jobbers to supply clients with a really convenient manner to be able to make all the shopping from one topographic point or by merely a mouse chink.
1.7.3 User friendly web characteristics and designs
Online web shops need to be user friendly and easy to voyage, these being really critical act uponing factors of online shopping website designs, privateness or confidentiality, website dependability, pilotage, and website client services incorporated with the website security are the most attractive characteristics which influence the perceptual experience of consumers to purchase goods and services online.
1.7.4 Time Salvaging
With the rapid development of the World Wide Web online shopping has come to be the most sought agencies to buy goods and services at the convenience for the clients as it saves clip whereby being an of import influencing factor towards online shopping. Browsing through the cyberspace or seeking through online catalogues can be clip salvaging as one needs non to travel from topographic point to topographic point and less attempt is put into shopping, therefore less attempt is required and merely forbearance becomes critical during the shopping procedure.
Security issues which is involved in maintaining the information safe and accurate.
1.8 Organizational of Research
These research documents are classs into five chapters.
Chapter 1: Introduction
In this chapter is all about the overall inquiry and the relevant subject are being carried out for treatment. There are includes the aims and the job statement of this survey. Besides that, the accounts of who is deriving benefits from this survey are included. However, to forestall the confusion and misinterpretation of the reader those of import footings are clearly defined.
Chapter 2: Literature Reappraisal
In this chapter cite those relevant surveies related to this research. The dependant and independent variables will so be identified and utilize as a footing to construct the theoretical model and hypotheses development. In the other manus the statements and sentiments from different writers are add in for the intent to back up the survey carry out.
Chapter 3: Research Methodology
In this chapter the theoretical model and hypothesis of survey will be stated. Theoretical model shows the relationship between variables. Following, by place the relationship those testable hypotheses are formed based.Moreover all these hypothesis are been use to analyze whether the model is in consequence by utilizing appropriate statistical analysis. The research instrument, sample size, beginning of informations and the statistical informations to be used in the survey are discussed.
Chapter 4: Research Findingss and Discussion
This chapter will show the consequences and treatment based on the informations analyzed.
Chapter 5: Decision
In this chapter we will reexamine the full research from the debut, the chief inside informations and the justification on the hypothesis constructed in the survey and good as a brief expression into the findings obtained from the hypothesis. The restriction and deduction of the survey will besides be presented.
Chapter 2: Literature Reappraisal
There are few causes that act uponing the client satisfaction from their online shopping supplier due to the altering penchants and satisfaction toward the demand and services provided.However the literature reappraisal of the factors will be discussed as below.
2.2 Dependent Variable
2.2.1 Customer Satisfaction
Customer satisfaction is an end product, ensuing from the client ‘s pre-purchase comparing of expected public presentation with sensed existent public presentation and incurred cost ( Churchill and Surprenant, 1982 ) . Harmonizing to Vance Christensen ( 2006 ) , client satisfaction is really different from client loyalty.A One is a demand to make concern ; the other is the footing for sustained profitableness and growing. It is believe that satisfied clients will take to their trueness and better grosss. Customer trueness is the grade of a client remaining with a specific seller or trade name. If the client is satisfied with the house ‘s merchandises or services, it finally will assist the house to increase its client trueness. In other words, high client satisfaction lead to high client trueness while low client satisfaction lead to low client trueness.
Customer satisfaction is a step of outlooks being exceeded, met, or non met. Besides, when thought of client satisfaction measuring, the house wanted to cognize whether the house is run intoing or transcending client expectations.A The selling literature suggests that client satisfaction operates in two different ways: transaction-specific and general-overall ( Yi, 1991 ) . Transaction-specific construct concerns client satisfaction as the appraisal made after a specific purchase juncture. Besides, it may besides supply specific diagnostic information about a peculiar merchandise or service brush. General-overall satisfaction refers to the client ‘s evaluation of the trade name, based on all brushs and experiences ( Johnson and Fornell, 1991 ) . It can be viewed as a map of all old transaction-specific satisfactions ( Jones and Suh, 2000 ) . Overall satisfaction is a more cardinal index of the house ‘s yesteryear, current and future public presentation ( Anderson et al. , 1994 ) . This is because clients make repurchase ratings and determination based on their purchase and ingestion experience to day of the month, non merely on a peculiar dealing or episode ( Johnson et al. , 2001, p.219 ) . Many other surveies ( eg. Gronholdt et al. , 2000 ; Kristensen et al. , 2000 ; Gerpott et al. , 2001 ; Sharma,2003 ; Bruhn and Grund, 2000 ) have shown that client satisfaction positively affected trueness.
2.3 Independent Variables
It is an investing or a cost when consumers passing their clip devising purchases. It takes rather a batch of clip for a consumer to do purchases from store to shop, therefore on-line shopping helps to salvage a batch of their cherished clip and attempt. The clip spent plays a really of import function in consumer perceptual experiences particularly the clip used for shopping. Bitner, 1990 ; Taylor, 1994 have pointed out that waiting created a negative impact on client service satisfaction. Consumers ‘ clip will be wasted a batch if have to maintain waiting for such a long clip and decidedly will do the consumers to hold bad feelings to the marketer or company. Time and energy economy are in the same construct ( Brown, 1990 ) . Time and attempt play an of import function because these two factors might impact consumers ‘ convenience during shopping. Online shopping decidedly can assist consumers to salvage clip and attempt in buying procedure by conveying a batch of convenience. Convenience factor refers that it is easy to shop or seek the information through online is easier than the traditional retail shopping. Through online, consumers can easy seek merchandise catalog but if the consumer expression by and large for the same merchandise or point in a traditional shop manually it is hard to see physically and clip consuming besides. Convenience has ever been a premier factor for consumers to shop online. Darian ( 1987 ) mentioned that on-line shoppers carry multiple benefits in footings of convenience, such as less clip consuming, flexibleness, really less physical attempt etc. Bhatnagar and Ghose ( 2004 ) claims that convenience as one of the most of import advantage for prosecuting in on-line shopping. Harmonizing to the Robinson, Riley, Rettie and Wilsonz ( 2007 ) the major motive for on-line buying is convince in footings of store at any clip and holding packages of points delivered at door measure.
Rohm and Swaminathan ‘s ( 2004 ) claims in “ typology of on-line shoppers into ” : Convenience shoppers, balanced purchasers, assortment searchers and store-oriented shoppers, based upon their preset shopping motive. Rohm and Swaminathan ‘s ( 2004 ) findings about ‘convenience and assortment seeking ‘ are major actuating factors of online shopping and this survey is consistent with Morganosky and Cude ‘s ( 2000 ) research findings. Webcheck ‘s ( 1999 ) survey shows that convenience factor is one of the biggest advantages of online shopping. Through on-line purchase consumers can easy compare the monetary value than the traditional purchase. So monetary value comparing is besides another convenience factor of online shopping.
2.3.2 Website Design/Features
Web site design of a web page is one of the most of import factors that influence on-line shopping. Shergill and Chen, ( 2005 ) identified web site design features as the dominant factor which influences client satisfaction towards online buying.
The quality of website design is really of import for any on-line shop to pull clients. Cho and Park ( 2001 ) have found in their survey that client satisfaction in e-commerce is related to the quality of website design. Harmonizing to Ranganathan and Grandon ( 2002 ) , website design represents the manner in which the content is arranged in the web site.
Wolfinbarger and Gilly ( 2003 ) argued that when clients interact with an online shop they prefer to make so via a proficient interface and non through any employee. Therefore the design of the web site, which acts as the interface, would play an of import function in act uponing client satisfaction. Lee and Lin ( 2005 ) had through empirical observation found that website design positively influences overall client satisfaction and perceived service quality. Besides, Ranganathan and Ganapathy ( 2002 ) have through empirical observation established that website design positively affects purchase purpose.
Kamariah and Salwani ( 2005 ) claims the higher website quality, the higher consumer intends to shop from cyberspace. Web design quality has of import impacts on consumer pick of electronic shops, stated by Liang and Lai ( 2000 ) . Website design one of the of import factor actuating consumers for online shopping. Almost 100,000 online shopper ‘s surveyed by ( Reibstein, 2000 ) shows that web site design was rated as of import factor for online shopping. Another survey conducted by Zhang, Dran, Small, and Barcellos ( 1999, 2000 ) , and Zhang and Dran ( 2000 ) indicated that website design characteristics of the web site are of import and influencing factors that leads consumer ‘s satisfaction and dissatisfaction with a specific web site.
A survey conducted by Yasmin and Nik ( 2010 ) shows a important relationship between on-line shopping activity and web site characteristics. Website design characteristics can be considered as a motivational factor that can make positive or negative feelings with a web site ( Zhang, et al 1999 ) . A survey by Li and Zhang ( 2002 ) , if website is designed with quality characteristics it can steer the clients for successful minutess and pull the clients to revisit the web site once more. However, worse quality web site characteristics can besides halter online shopping. Harmonizing to Liang and Lai ( 2000 ) , web design quality or web site characteristics has direct impact on user to shop online.
Furthermore research workers such as Belanger, Hiller and Smith ( 2002 ) concluded that a big section of cyberspace users have serious concerns of security.
2.3.3 Time Salvaging
Harmonizing to Rohm and Swaminathan ‘s ( 2004 ) , one possible account that online shopping saves clip during the buying of goods and it can extinguish the going clip required to travel to the traditional shop. On the other side, some respondent think that it is besides clip taken for bringing of goods or services over on-line shopping.
To most consumers of import properties of online shopping are convenience and handiness ( Woli¬?nbarger and Gilly, 2001 ) : because consumers can shop on the Internet in the comfort of their place environment, it saves clip and attempt, and they are able to shop any clip of the twenty-four hours or dark. Particularly for consumers that, owing to their extended working hours, merely have a little sum of free clip, on-line shopping is an first-class chance. Therefore, the situational factor “ clip force per unit area ” has an attenuating impact on the relationship between attitude and consumers ‘ purpose to shop online. Because the Internet is clip salvaging and accessible 24 hours a twenty-four hours, this becomes the chief thrust for on-line shopping and attitude toward Internet shopping is less of import.
Unexpectedly clip salvaging is non the motivation factor for the consumers to shop online ( Corbett, 2001 ) because it takes clip having goods or bringing. But clip salvaging factor can be seen through different dimensions i.e. “ individual life in Florida can shop at Harod ‘s in London ( through the web ) in less clip than it takes to see the local Burdines section shop ” ( Alba et al. 1997, p. 41, accent added ) . Morganosky and Cude ( 2000 ) have concluded that clip salvaging factor was reported to be primary ground among those consumers who have already experienced the online food market purchasing. So the importance of the clip salvaging factor can non be neglected as motive behind on-line buying. Additionally Goldsmith and Bridges ( 2000 ) emphasize that there is a favoritism between on-line shopper and non online shoppers, on-line shoppers are more disquieted about convenience, clip salvaging and choice whereas non on-line shoppers are disquieted about security, privateness and on clip bringing. A survey by Kamariah and Salwani ( 2005 ) shows higher website quality can extremely act upon clients to shop online.
Security is another dominant factor which affects consumers to shop online. However many cyberspace users avoid on-line shopping because of recognition card fraud, privateness factors, non bringing hazard, station purchase service and so on. But dealing security on the online shopping has received attending. Safe and secured dealing of money and recognition card information increases trust and decreases dealing hazard. In 1995, UK has introduced Fraud free electronic shopping and subsequently on Europe and Singapore introduced secured electronic dealing ( SET ) . Harmonizing to Bhatnagar and Ghose ( 2004 ) Security is one of the property which limits purchasing on the web as they claim that there is a big section of cyberspace shoppers who do n’t wish to purchase on-line because of their thought about the security of their sensitive information.
Cuneyt and Gautam ( 2004 ) claims trust in the cyberspace shopping with advanced engineering, and frequent online shopping to the cyberspace being secured as a trusty shopping channel.
Chapter 3: Research Methodology
This chapter includes the research model which identifies and helps explicate the stairss taken in look intoing the research done. Discussion in this subdivision will cover the research design and process, variables and measuring, informations aggregation method, questionnaire design and information analysis. The research instruments, trying procedure and informations analysis techniques besides will be discussed in this chapter.
3.1 Theoretical Model
Below is the theoretical model for the research paper. The dependant and independent variables are clearly identified. The client satisfaction is the dependent variable ; the convenience, website design and characteristics, clip salvaging and security are been use for independent variables portion.
Customer Satisfaction toward online shopping supplier
The dependant variable been analyzed for the intent to acquire cognize the solution causes job occurs. However, both variables are link either positive or negative relationship with each others.
3.2 Hypothesis Development
Hypothesis is the sate used by marketing research worker about the population parametric quantity ( Burns and Bush 2005 ) , utilizing anterior cognition, premises or intuition to organize an exact specification of what the population parametric quantity value is. Once the variables have been identified, the independent and dependent variables are so established through logical logical thinking in the theoretical model. Then the following measure is to analyze the relationship formed and happen out whether the facts are really accurate.
In Figure 2 are clearly explain the relationship between dependant variable and independent variable that influence the perceptual experience of consumer select online shopping supplier.Moreover, based on the literature reappraisal and the theoretical model, the hypothesis are been formed
H1: There is an association between convenience and client satisfaction of their online shopping supplier
H2: There is an association between the website design/features and client satisfaction of their online shopping supplier
H3: There is an association between clip salvaging and client satisfaction of their online shopping supplier
H4: There is an association between security and client satisfaction of their online shopping supplier
3.3 Research Design
The questionnaire design is categorized in few picks. Students from MMU will be selected as our sample of survey. Questionnaires are given to respondents via online and besides in hardcopy signifier. All the respondents are given 15 proceedingss to make full in the questionnaires. After this, pupils start roll uping the informations based on the questionnaires.
3.4 Research Instrument
In this survey questionnaire method are been chooses as a tool for the intent of collect the information.
3.5 Sampling method
Questionnaire development is a instead of import component in this research yet there are many restriction of puting the inquiries. Hence, questionnaire developed must be clear and avoid equivocal inquiries
As questionnaire demand to look in a sensible sequence that could convert the respondent and besides progressively gives the respondent assurance and trust in both the study and the surveyor. Hence, questionnaire development procedure will get down by placing the related information used to develop the inquiry such as the independent variable that had been identify in the earlier phase of the research procedure. After that, it proceed by taking the best out of the inquiries, so that this questionnaire can straight targeted towards the respondent ‘s behaviour and perceptual experiences of being a telecommunication users.
The questionnaire is designed to pull out information on respondents ‘ demographic, their experience in utilizing nomadic manus phones, their day-to-day norm outgos, and their consciousness with assorted available Mobile phone services. The questionnaire is divided into two subdivisions which is subdivision A and subdivision B. Section A measures the demographic variables and personal information towards their choosing behaviour whereas, subdivision B measures about the independent variables otherwise. The methods utilizing for each subdivision are discussed as below:
A ) Multiple Choice Questions: In subdivision A, the respondent ‘s personal basic background and perceptual experience toward the online shopping was looking in this subdivision. It consists of the respondents ‘ human ecology such as ethnicity, gender, race, age and use of on-line shopping.
B ) Likert Scale: Section B consists of inquiries concerned with the dependent variables towards online in the research theoretical account such as convenience, website design/features, clip economy, and security. The measuring of this research is based on Likert graduated table which runing from “ 1 ” to “ 5. ” Researchers Perez, Abad, Carrilo and Fernandez ( 2007 ) found that the Likert graduated table to be effectual in their research on the “ Effects of Service Quality Dimensions on Behavioral Purchase Intentions ” .
Below is the evaluation scale format from strongly differ to strongly hold:
3.6 Data aggregation method
3.5.1 Primary Data
The informations been collected by utilizing questionnaire method which is distributed to pupils in Multimedia University Melaka campus and the questionnaire is divided into two parts ; portion A and portion B. For portion A of the questionnaire is focal points on the demographic background of the respondents For portion B the questionnaire consists of certain inquiries all divided harmonizing to the relevant independent variables. Following, all the possible relevancy variable are been covered in this study questionnaire.In order to acquire better understanding 5 point graduated table are been applied in this questionnaire signifier to acquire cognize clearly what the respondent existent think about their personal penchants toward on-line shopping and to assist to cut down the vacillation for the reply may be chooses by respondents
This information is used as foundation reading stuffs to beef up the understanding the subject research. The secondary information for this paper included diaries, books, and article been chooses to supply a batch of penetration for the creative activity of the literature reappraisal. In add-on, secondary informations provided for added credibleness to the paper.
Research Population and Sample
The MMU Melaka pupils will be stand for the population for this research, there will be 200 questionnaire signifier are filled for the pupils in campus country of MMU.Those respondents are covered the pupils in all Fieldss of instruction background offered by MMU Melaka who have been gone through the online shopping before. Besides, the questionnaire was structured in such a manner to guarantee that the research aim and hypothesis of this research can be achieve.
3.7 Data analysis method
Once the all the 200 completed questionnaires are gathered, the information analysis will be done harmonizing to the thesis. Therefore, all the informations collected from respondents will be analyzed based on descriptive statistical analysis by utilizing the SPSS package so as to obtain a more statistical analysis of the survey. One of the strong points of SPSS is that it can execute about any statistical analysis ( Huizing 1994 ) .
Basic trials that were used in the beginning of analysis were look intoing for the cardinal inclination and the scattering of informations. The mean, standard divergence, scope and discrepancy was used. There were preliminary trials done for all the subdivisions.
Descriptive Analysis: the information obtained for the frequence distribution was from the first subdivision of the questionnaire on the human ecology ; here a frequence tabular array was used to explicate it, with average and standard divergence for some of the informations being computed. This was done for the independent, moderator and dependent variables. The statisticsA obtained are utile for depicting the information, for illustration. In a survey with big informations, the drumhead statistics for the graduated table variables and steps of the information helps us to pull off the informations and present it in a drumhead tabular array. For case in a cricket lucifer, participant records are stored and compared with records of another participant.
Dependability Analysis: A a measuring is dependable if it reflects largely true mark, comparative to the mistake. The dependability of the graduated tables is analyzed by utilizing Cronbachs Alpha. An alpha above 0.70 is considered as moderately dependable while an alpha graduated table above 0.80 is regarded as being perfect.
Spearman rank order correlativity: measures the strength of association between ranked variable, whether the hypothesized variables are associates with client satisfaction.
Multiple arrested development analysis: It is used to analyse a individual dependant variable with two or more independent variables to prove which variables is the most of import lead to client satisfaction in their nomadic service supplier.
Chapter 4: Data ANALYSIS AND FINDING
The chapter is divided into three different parts which are descriptive analysis, dependability analysis and consequences of hypothesis testing.
This chapter entails the elaborate analysis of variables and besides informations which were distributed and gathered from the MMU pupils. Of all 200 questionnaires that were distributed, 200 transcripts of the completed study were collected. All 200 studies form were evaluated and screened for any progressive or losing informations. After look intoing through the questionnaires for incomplete every bit good as unreciprocated questionnaires, 200 of them were found to be utilizable for the intent of this research. Data is so analyzed and tabulated for simpleness and easy apprehension of the research.
4.2 Descriptive Analysis
In this analysis, frequence analysis will be carried out to analyse the demographic facets in the questionnaires. The 200 study signifiers are measured demographically with respects to:
Gender of respondents
Age group of respondents
Nationality of respondents
Ethnicity of respondents
Faculty of respondents
Current twelvemonth of respondents
Respondents do online shopping or non
Experience of online shopping towards respondents
Sum of disbursal on online shopping towards respondents
Sum of shopping hours on online shopping in a hebdomad towards respondents
Table 4.2.1: Gender
Percentage ( % )
As shown in Table 4.2.1, there are male and female respondents who took portion in this study. Female respondents exceed those of male respondents. 92 responses were by male which accounted 46 % of the entire respondents. Female on the other manus consist of 108 responses and accounted for 54 % of the entire respondents.
Table 4.2.2: Age
Percentage ( % )
Below 20 old ages old
20 – 22 old ages old
23 – 25 old ages old
Above 25 old ages old
The tabular array 4.2.2 shows the assorted ages group of respondents who contributed to the study. The age group of 20 – 22 shows the highest figure of respondents which are 130 respondents which histories for 65 % of entire respondents. 18 respondents have been identified for the age group of below 20 old ages old, which accounted 9 % . Meanwhile, the age group of above 25 old ages old has 1 respondent which makes up for 0.5 % . Those in the 20 – 22 age groups recorded the highest figure because they are immature. These immature people are more connect to engineering epoch. Those who are 25 and above show the least per centum of merely 0.5 % of entire respondents. Therefore, it shows that presents, there are an increasing figure of immature people who are able to research more about telecommunication engineering than other age group.
Table 4.2.3: Nationality
Percentage ( % )
Out of 200 respondents, there are 191 Malaysian which accounts 95.5 % took portion in this study meanwhile there is merely 9 Non-Malaysian, which is 4.5 % .
Table 4.2.4: Ethnicity
Percentage ( % )
From the tabular array 4.2.4 above, Chinese respondents are the highest at 69 % . Following were Malay which is 14.5 % and Indian which is 12.5 % . Last, 4 % indicate other races.
Table 4.2.5: Faculty
Percentage ( % )
This tabular array 4.2.5 illustrates the module which taken by those respondents. The bulk of the respondents are come from FBL, with a entire 114 people ( 57 % ) . This is followed by those come from FET with a entire sum of 38 people ( 19 % ) . 20 people ( 10 % ) semen from FOSEE. There are 18 respondents ( 9 % ) severally for those who come from CDP. However, there are merely 10 people ( 5 % ) who come from FIST.
Table 4.2.6: Current Year
Percentage ( % )
Table 4.2.6 presents the current twelvemonth of respondents. Most of the respondents are grouped in Delta twelvemonth with a sum of 79 people. The 2nd highest sum is 66 people which are Gamma twelvemonth. This is followed by 39 people who is Beta twelvemonth and 15 people who is Foundation twelvemonth. Epsilon twelvemonth is the lowest figure of respondent which is 1 people merely.
ONLINE Shopping 1
Table 4.2.7: Online Shoping 1
Online Shopping 1
Percentage ( % )
The tabular array 4.2.7 indicate that the figure of respondents who involved in online shopping and besides those who ne’er try on-line shopping earlier. Most of the respondents do online shopping with a sum of 158 people ( 79 % ) . Entire 42 people ( 21 % ) ne’er do on-line shopping.
Experience OF ONLINE Shopping
Table 4.2.8: Experience of Online Shopping
Experience of Online Shopping
Percentage ( % )
Less than 1 twelvemonth
1-5 old ages
6-10 old ages
10 old ages and above
Entire 115 people who account for 57.5 % that have experience in online shopping which less than 1 twelvemonth. Follow by 72 people who account for 36 % that have experience in online shopping for 1 – 5 old ages. The following will be 12 people who account for 6 % that have experience in online shopping for 6 – 10 old ages. The least will be 1 people who account for 0.5 % that have experience in online shopping for 10 old ages and supra.
EXPENSES ON ONLINE Shopping
Table 4.2.9: Expenses on Online Shopping
Expenses on Online Shopping
Percentage ( % )
Less than RM100
RM400 and above
Entire 92 people are holding less than RM100 of disbursals on on-line shopping. The following is 66 people, which in the class of RM100-RM200. Follow by 25 people, which involved in the class of RM300-RM400. The last will be 17 people. They are passing RM400 and above on online shopping.
ONLINE Shopping HOURS IN A WEEK
Table 4.2.10: Online Shopping Hours in a Week
Percentage ( % )
Less than 1 hr
More than 6 hours
There are 69 respondents ( 34.5 % ) who spend less than 1 hr in online shopping in a hebdomad while there are 60 respondents ( 30 % ) who spend 1 – 2 hours in on-line shopping in a hebdomad. The following is 39 respondents ( 19.5 % ) who spend 3 – 4 hours in on-line shopping in a hebdomad. Follow by 19 respondents ( 9.5 % ) who spend 5 – 6 hours in on-line shopping in a hebdomad. The least will be 13 respondents ( 6.5 % ) who spend more than 6 hours in on-line shopping in a hebdomad.
4.3 Reliability Analysis
Throughout the trial, we found out that our consequences are really dependable.
Website / Features
The undermentioned portion discusses on the descriptive analysis of the dependant and independent variables.
4.3.2 Satisfaction degree
Table 4.3.2: Descriptive Analysis for Satisfaction Level
Website / Features
Cronbach ‘s Alpha 0.801 for N ( 5 )
Table 4.3.2 shows that the consequences of descriptive analysis for Satisfaction Level of the respondents ‘ online shopping supplier. The mean for the first point where convenience can impact the satisfaction degree of respondents indicate the mean respondents scored a sum of 3.41. The mean of the 2nd point where web site / characteristics may impact the satisfaction degree of respondents ‘ rate scored a mean of 3.71. The 3rd point where clip salvaging will make the satisfaction scored a mean of 3.57. The 4th point where security can impact the satisfaction degree scored a mean of 3.45.
4.4 Hypothesis Testing
In Section 4.5, the normalcy trial has decided utilizing Spearman ‘s Rho to prove MMU pupils ‘ Satisfaction, Convenience, Website/Features, Time Saving and Security. The spearman Rho analysis was carried out on the five variables in the research model to find their several association. Analysis was taken to determine the correlativity between the consumer perceptual experience and the independent variables ( convenience, website/features, clip salvaging and security ) to determine their several statistical correlativity and association with the dependant variable.
4.4.1 Spearmans ‘ rho Correlation
All the five hypotheses are tested utilizing Spearman ‘s correlativity. The consequences are discussed below.
H1: There is an association between convenience and client satisfaction of their online shopping supplier
Spearman ‘s rho
Sig. ( 2-tailed )
Table 4.4.1: Association between convenience and MMU pupils ‘ satisfaction of their online shopping supplier
The consequence showed there is an association between convenience and MMU pupils ‘ satisfaction of their online shopping supplier. The consequences show correlation coefficient, R value =0.633 and p-value =0.00. There is a positive and important association between the dependant and independent variables. Hence, H1 is accepted. This consequence is in line with the survey done by Shih and Fang ( 2004 ) , who mentioned that equals influence, friends sentiments, household, co-workers and refinance groups affect the persons purchase determinations and purposes.
H2: There is an association between the website design/features and MMU pupils ‘ satisfaction of their online shopping supplier
Table 4.4.2: Association between the website/features and MMU pupils ‘ satisfaction of their online shopping supplier
Website / Features
Spearman ‘s rho
Sig. ( 2-tailed )
The consequence in Table 4.4.2 showed that there is an association between the website/features and MMU pupils ‘ satisfaction of their online shopping supplier. This is because the correlativities coefficient, R value =0.403 and p value=0.000. Furthermore since the P value is below 0.05, therefore, there is a positive relationship and it is important between the dependant and independent variable. Hence, H2 is accepted.
This consequence shows that good web site / characteristics can present a high satisfaction to MMU pupils.
H3: There is an association between clip salvaging and MMU pupil ‘s satisfaction of their online shopping supplier
Table 4.4.3: Association between merchandise quality and client satisfaction of their nomadic service supplier
Spearman ‘s rho
Sig. ( 2-tailed )
The consequence in Table 4.4.3 showed that there is an association between the clip salvaging and MMU pupils ‘ satisfaction of their online shopping supplier. This is because the correlativities coefficient, R value =0.383 and p-value =0.00. Furthermore since it is below the mean value =0.05, therefore, there is a positive relationship and it is important between the dependant and independent variable. Hence, H3 is accepted.
Time economy is rather of import because it is one of the factors that will impact MMU pupils ‘ satisfaction of their online shopping supplier.
H4: There is an association between security and MMU pupils ‘ satisfaction of their online shopping supplier
Table 4.4.4: Association between security and MMU pupil ‘s satisfaction of their online shopping supplier
Spearman ‘s rho
Sig. ( 2-tailed )
The consequence in Table 4.4.4 showed that there is an association between the security and MMU pupils ‘ satisfaction of their online shopping supplier. This is because the correlativities coefficient, R value =0.372 and p-value =0.00. Furthermore since the value is below mean, therefore, we can reason that there is a positive relationship and it is important between the dependant and independent variable. Hence, H4 is accepted.
A good security of the online shopping will impact MMU pupils ‘ satisfaction.
4.4.2 Arrested development Analysis
Adjusted R Square
Standard Error Estimate
From the tabular array 4.4.5 above, it shows the theoretical account sum-up of multiple additive arrested development trials. R = 0.640 and standard mistake of the estimation = 0.55920. The R-square = 0.410 represents the discrepancy figure for both the dependant variable and the five variables while the adjusted R square multiple coefficients ( adjusted R square ) clearly explains 39.5 % of the discrepancy is associated with the independent variables. In other word, it can be concluded that 41 % of alteration in the value of client satisfaction.
Table 4.4.6: ANOVAb
Sum Of Squares
Table 4.4.6 shows the consequence of ANOVA trial between the dependant variable ( client satisfaction ) and independent variables ( convenience, website/features, clip salvaging and security ) . Harmonizing to the tabular array, the p-value is 0.000 ( important ) . Therefore, it can be concluded that there are independent variable which are important forecasters of the dependant variable.
( changeless variable )
Table 4.4.7: Coefficients
Forecasters: Convenience, Website/Features, Time Saving, Security
Dependent Variable: Satisfaction
Table 4.4.7 shows which independent variables are important forecasters of the dependant variable which is clients satisfaction. The consequences indicated convenience, website/features, clip salvaging and security are important forecasters of client satisfaction. This besides means that 41 % of the fluctuation in Customer Satisfaction is explained by the 4 variables in the survey ( peer influence, client service quality, and web coverage ) . Therefore, convenience is the strongest forecaster which account 0.636 in the standard coefficients and followed by website/features, 0.085.
4.5 Discussion of Findingss
Based on the research, it shows that these five variables did hold a important relationship in client satisfaction of their online shopping supplier. Convenience, website/features, clip salvaging and security all are of import consideration to look into since they affect client satisfaction.
The chief aim of this survey was to research the factors that impacting the MMU pupils ‘ satisfaction of their online shopping supplier. By utilizing these deductions in the creative activity of a theoretical and analytical model, the research worker effort to research factors affects client satisfaction.
In short, the information collected has been analyzed with different statistics method. Tables had been used in analysing the demographics and besides the personal information of the respondents.
Reliability analysis was conducted to prove whether the points tested were dependable. Following is the hypothesis proving utilizing correlativity analysis is applied to prove the association with the dependent variables and the independent variables. Spearman rho was applied to warrant this hypothesis that being do earlier. In decision, it shows that the variables that the survey taken into is important to the client satisfaction.