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

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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, Alxlullah, Nor Liza, Omar, Nor Asiah, Shukor, Zaleha Abdul, Idris, Siti Hajar Mohd, Hamzah, Noradivia and Wei, Che Aniza Che, eds. Faculty of Economics and Management, University Kobangsoan Malaysia, Bangi, Selangor, Malaysia.

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.

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Item type Book Section
URI https://vuir.vu.edu.au/id/eprint/9844
DOI Proceedings of the Malaysia-Indonesia International Conference on Economics, Management and Accounting 2010. .
ISBN 9789833198573
Subjects Current > FOR Classification > 0806 Information Systems
Current > FOR Classification > 1505 Marketing
Historical > Faculty/School/Research Centre/Department > School of Management and Information Systems
Historical > SEO Classification > 8903 Information Services
Keywords ResPubID20775, e-commerce, small business, apparel, service quality, consumer behaviour, behavior, customer satisfaction, website design, belief, attitude, consumers
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