This research attempted to find out the factors that are affected customers’ loyalty and satisfaction to shop online. To shop on Internet becomes an alternative for consumers since it is more comfortable than conventional shopping which usually attributed with anxious, crowded, traffic jam, limited time, and also the parking space. Internet in Malaysia is still considered as a new medium toll between the retailers and the consumers, and also retaining customers on e-retail is the most issue that is faced any e-retail store. To increase the understanding in this area, the following questions need correct answers. Are Malaysians ready to embrace Internet shopping? In addition, this study intends to know the reasons, why Malaysian customers accept or refuse internet shopping application and are they satisfied with it? And what are dominant predictors that influence the customers’ loyalty and satisfaction to do online shopping? This research adopted survey by questionnaire approach. Questionnaires will be distributed among general public including the government and non-government workers and also students at the university to gauge their loyalty and satisfaction in online shopping. Findings of this research will provide a yardstick to customer satisfaction and online shopping based on various issues such as reliable, access, ease of use, attentiveness, security, and credibility.
1.1 Background of Study
Online shopping is the process whereby consumers directly buy goods, services etc. from a seller interactively in real-time without an intermediary service over the internet.
Online shopping is the process of buying goods and services from merchants who sell on the Internet. Since the emergence of the World Wide Web, merchants have sought to sell their products to people who surf the Internet. Shoppers can visit web stores from the comfort of their homes and shop as they sit in front of the computer. Consumers buy a variety of items from online stores. In fact, people can purchase just about anything from companies that provide their products online. Books, clothing, household appliances, toys, hardware, software, and health insurance are just some of the hundreds of products consumers can buy from an online store.
Many people choose to conduct shopping online because of the convenience. For example, when a person shops at a brick-and-mortar store, she has to drive to the store, find a parking place, and walk throughout the store until she locates the products she needs. After finding the items she wants to purchase, she may often need to stand in long lines at the cash register.
Despite the convenience of online shopping, not everyone chooses to purchase items and services online. Some people like the idea of physically going to a store and experiencing the shopping process. They like to touch the merchandise, try on clothing, and be around other people. Online shopping doesn't permit shoppers to touch products or have any social interaction. It also doesn't allow them to take the merchandise home the same day they buy it.
Online shopping allows you to browse through endless possibilities, and even offers merchandise that's unavailable in stores. If you're searching for a niche product that may not be distributed locally, you're sure to find what you're looking for on the internet. What's even more useful is the ability to compare items, similar or not, online. You can search through multiple stores at the same time, comparing material quality, sizes and pricing simultaneously.
Shopping via the internet eliminates the need to sift through a store's products with potential buys like pants, shirts, belts and shoes all slung over one arm. Online shopping also eliminates the catchy, yet irritating music, as well as the hundreds, if not thousands, of other like-minded individuals who seem to have decided to shop on the same day.
Say 'goodbye' to the days when you stood in line...