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A Conceptual Framework For Creating Customer Satisfaction in E-Retailing in Malaysia

Che Nawi, Noorshella and Tatnall, Arthur (2010) A Conceptual Framework For Creating Customer Satisfaction in E-Retailing in Malaysia. In: Proceedings of the Malaysia-Indonesia International Conference on Economics, Management and Accounting 2010 "Regional Development in an Era of Global Innovations Economy". Rahim, Ruzita Abdul and Alxlullah, Nor Liza and Omar, Nor Asiah and Shukor, Zaleha Abdul and Idris, Siti Hajar Mohd and Hamzah, Noradivia and Wei, Che Aniza Che, eds. Faculty of Economics and Management, University Kobangsoan Malaysia, Bangi, Selangor, Malaysia.

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Abstract

This study seeks to investigate the drivers of satisfaction encounters, considering processes in the online shopping experience and consumers behaviours. This study divides the purchasing processes into three stages which are; information search and alternatives evaluation stage, purchase stage and post-purchase stage.

Item Type: Book Section
ISBN: 9789833198573
Uncontrolled Keywords: ResPubID20775, e-commerce, small business, apparel, service quality, consumer behaviour, behavior, customer satisfaction, website design, belief, attitude, consumers
Subjects: FOR Classification > 0806 Information Systems
FOR Classification > 1505 Marketing
Faculty/School/Research Centre/Department > School of Management and Information Systems
SEO Classification > 8903 Information Services
Depositing User: VUIR
Date Deposited: 06 Jun 2013 21:05
Last Modified: 23 Mar 2014 04:20
URI: http://vuir.vu.edu.au/id/eprint/9844
DOI: Proceedings of the Malaysia-Indonesia International Conference on Economics, Management and Accounting 2010. .
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