Factors Influencing Customer Satisfaction in Online Shopping


  • Norzalizah Bahari Universiti Malaysia Kelantan, Malaysia
  • Nor Syafiqah A.Samad Universiti Malaysia Kelantan, Malaysia
  • Mohd Fathi Abu Yaziz@Mohamad Universiti Malaysia Kelantan, Malaysia
  • Muhammad Naqib Mat Yunoh Universiti Malaysia Kelantan, Malaysia
  • Nur Amalis Rosli Universiti Malaysia Kelantan, Malaysia




Customer satisfaction, online shopping, product quality, security, shipping


The study aims to determine the factors influencing customer satisfaction in online shopping among Malaysian youth. Online shopping is increasingly popular among Malaysians, including teenagers, due to its time-saving, convenience and availability anywhere and anytime. As online technology is still new in Malaysia, online sellers find it challenging to retain online buyers. The study adopted a survey through a quantitative approach by distributing questionnaires among the youth in Malaysia. The findings indicated that product quality, security, and shipping significantly affect customer satisfaction in online shopping. Furthermore, the study provides recommendations for online sellers and policymakers in enhancing the strength of online platform as the best transaction for customers




How to Cite

Bahari, N. . ., A. Samad, N. S. ., Abu Yaziz@Mohamad, M. F. ., Mat Yunoh, M. N. ., & Rosli, N. A. . (2021). Factors Influencing Customer Satisfaction in Online Shopping. Journal of Entrepreneurship and Business, 9(1), 72–82. https://doi.org/10.17687/jeb.v9i1.418

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