TY - JOUR T1 - Factors Driving Customer Satisfaction for Shopee Malaysia JO - Journal of Emerging Trends in Marketing and Management VL - I IS - 1 SP - 133 EP - 140 PY - 2022 DA - 2022/10/25 PB - The Bucharest University of Economic Studies Publishing House PP - Bucharest, Romania T2 - AU - Chan, Josephine Ie Lyn SN - 2537-5865 DO - UR - http://www.etimm.ase.ro/RePEc/aes/jetimm/2022/ETIMM_V01_2022_40.pdf KW - customer satisfaction KW - customer understanding KW - customer service KW - technology KW - Shopee Malaysia AB - The Covid-19 pandemic caused the e-commerce adoption rate to skyrocket. Shopee Malaysia was among the few e-commerce platforms that have managed to ride the wave of the e-commerce boom in Malaysia. This study aimed to examine the factors that drive customer satisfaction for Shopee Malaysia, including customer understanding, customer service, and technology. The study used a quantitative method through an online survey. In total, 164 participants took part in this research. The results indicate that although customer understanding contributes significantly towards customer service, it does not influence customer satisfaction unless through customer service or technology. Customer service and technology are significant predictors of customer satisfaction. Additionally, technology is a strong mediator for the relationships of customer understanding and customer service with customer satisfaction. Therefore, Shopee Malaysia needs to improve the areas of its e-commerce platform technology since it significantly impacts customer satisfaction. It is hoped that Shopee Malaysia and other interested parties can benefit from the results of this study. ER -