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All Journal International Journal of Entrepreneurship, Business, and Creative Economy
Kah Boon Lim
Multimedia University, Malaysia
Humanities Economics, Econometrics & Finance Social Sciences

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The Study of Customer Satisfaction of Shopee Customers In Malaysia Kah Boon Lim; Yeo Sook Fern; Hardave Singh Kler a/l Bhajan Singh
International Journal of Entrepreneurship, Business, and Creative Economy Vol. 1 No. 2 (2021): July
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (357.804 KB) | DOI: 10.31098/ijebce.v1i2.602

Abstract

The main objective of this study is to investigate the factors affect customer satisfaction level among Shopee customers in Malaysia. A set of self-administered questionnaires has been distributed to 200 targeted Shopee users in three states of Malaysia which are Johor, Melaka and Selangor. The five independent variables, which are price, trust, electronic word of mouth, website quality and security have been tested on their relationship towards the dependent variable, which is consumer satisfaction towards online shopping platform, Shopee in Malaysia. The collected data were keyed into SPSS version 25 and followed by using Partial Least Square Structural Equation Modeling (PLS-SEM 3.2.8) to assess the hypothesis. The result of this research given the feedbacks where trust, electronic word of mouth and website quality have significant effect towards consumers satisfaction on Shopee in Malaysia. However, price and security does not show a significant relationship with Shopee’s consumer satisfaction. In conclusion, this study helps to better understand the consumer satisfaction of Shopee’s online shopping services in Malaysia.
Impact of Social Media On Consumer Purchase Behaviour During COVID-19 Pandemic Kah Boon Lim; Sook Fern Yeo; Cheng Ling Tan; Wong Wei Wen
International Journal of Entrepreneurship, Business, and Creative Economy Vol. 2 No. 1 (2022): January
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (320.981 KB) | DOI: 10.31098/ijebce.v2i1.734

Abstract

Social media has been used by people to create and share content with the public. Consumers have changed their purchasing habits from offline to online purchases during the COVID-19 pandemic. Social media is also changing sellers' and buyers' specialised strategies. This study aimed to study the factors influencing consumer purchasing behaviour via social media during the COVID-19 outbreak. 215 young adults from three Malaysian states which are Johor, Melaka, and Selangor, have been invited to participate in this study by answering a set of questionnaires. The successful response rate is 93.02%, where 200 completed questionnaires were used for data analysis in this study. The four independent variables, price, convenience, product variety, and risk, are tested in relation to the dependent variable, consumer purchase behaviour during the COVID-19 outbreak. The measurement items of all the four independent variables and dependent variables were adopted from the past research studies. The collected data were entered into SPSS version 26 and then tested using Partial Least Square Structural Equation Modelling (PLS-SEM 3.3.3). All hypotheses were found to be supported by the analysis results. Lastly, the findings of this study will help marketers understand consumer purchasing behaviour via social media during the COVID-19 pandemic.
Customer Satisfaction On E-Banking Service Quality In Malaysia Kah Boon Lim; Sook Fern Yeo; Yen Nee Tey; Cheng Ling Tan
International Journal of Entrepreneurship, Business, and Creative Economy Vol. 3 No. 2 (2023): July
Publisher : Research Synergy Foundation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31098/ijebce.v3i2.1333

Abstract

Rapid technology developments and the advance in the digital economy created good value for electronic banking. Online banking which is also known as e-banking becomes essential in year 2020 due to Covid outbreaks which can reduce the customer and employee interface and ensure all the transactions can continue conducting with cashless. Consequently, e-banking has become popular with the purpose to continue routine transactions such as paying bills, top up, online transfer to others or for shopping purposes. Apart from that, customer satisfaction is also important to the success of businesses which can reduce the customer losses. With high customer satisfaction also can increase customer loyalty and directly can generate more revenue. The main purpose of this research is to study the factor influencing customer satisfaction on e-banking service quality in Malaysia. This research has included five independent variables which included efficiency, website design, security or privacy, reliability, and responsiveness.to explain the customer satisfaction towards E-banking services. A minimum of 138 target respondents will be interviewed by a set of questionnaires via Google Form. The data collected were then keyed into the SPSS software and further analysed by using the Smart PLS software. The analysis result revealed that all independent variables except efficiency were found to have significant relationship to influence customer satisfaction towards E-banking services. This research study was important to the banking sector and for those other researchers that are interested in this topic research.
Co-Authors Cheng Ling Tan Cheng Ling Tan Hardave Singh Kler a/l Bhajan Singh Sook Fern Yeo Sook Fern Yeo Wong Wei Wen Yen Nee Tey Yeo Sook Fern