{"id":897,"date":"2022-10-25T21:27:19","date_gmt":"2022-10-25T18:27:19","guid":{"rendered":"http:\/\/www.etimm.ase.ro\/?p=897"},"modified":"2022-10-25T21:28:24","modified_gmt":"2022-10-25T18:28:24","slug":"factors-driving-customer-satisfaction-for-shopee-malaysia","status":"publish","type":"post","link":"https:\/\/www.etimm.ase.ro\/?p=897","title":{"rendered":"Factors Driving Customer Satisfaction for Shopee Malaysia"},"content":{"rendered":"<h4>\n<span style=\"font-size:12px;\"><span style=\"font-family: georgia,serif;\"><strong>Title<\/strong><\/span><\/span><\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-size:12px;\"><span style=\"font-family: georgia,serif;\"><meta name=\"citation_title\" content=\"Factors Driving Customer Satisfaction for Shopee Malaysia\">Factors Driving Customer Satisfaction for Shopee Malaysia<\/span><\/span><\/p>\n<h4>\n<span style=\"font-size:12px;\"><span style=\"font-family: georgia,serif;\"><strong>Author<\/strong><\/span><\/span><\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-size:12px;\"><span style=\"font-family: georgia,serif;\"><meta name=\"citation_author\" content=\"Josephine Ie Lyn Chan\">Josephine Ie Lyn Chan<\/span><\/span><\/p>\n<p><span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><meta name=\"citation_publication_date\" content=\"2022\/10\/25\"><meta name=\"citation_journal_title\" content=\"Journal of Emerging Trends in Marketing and Management\"><meta name=\"citation_volume\" content=\"I\"><meta name=\"citation_issue\" content=\"1\"><meta name=\"citation_firstpage\" content=\"133\"><meta name=\"citation_lastpage\" content=\"140\"><meta name=\"citation_place_published\" content=\"Bucharest, Romania\"><meta name=\"citation_publisher\" content=\"The Bucharest University of Economic Studies Publishing House\"><meta name=\"citation_issn\" content=\"2537-5865\"><\/span><\/span><\/p>\n<h4>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Classification JEL <\/strong><\/span><\/span><\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><meta name=\"citation_classification_jel\" content=\"L81, M31.\">L81, M31.<\/span><\/span><\/p>\n<h4>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Abstract<\/strong><\/span><\/span><\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><meta name=\"citation_abstract\" content=\"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.\">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.<\/span><\/span><\/p>\n<h4>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Keywords<\/strong><\/span><\/span><\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><meta name=\"citation_Keywords\" content=\"customer satisfaction, customer understanding, customer service, technology, Shopee Malaysia.\">customer satisfaction, customer understanding, customer service, technology, Shopee Malaysia.<\/span><\/span><\/p>\n<h4>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Full Text: <meta name=\"citation_pdf_url\" content=\"http:\/\/www.etimm.ase.ro\/RePEc\/aes\/jetimm\/2022\/ETIMM_V01_2022_40.pdf\"><a href=\"http:\/\/www.etimm.ase.ro\/RePEc\/aes\/jetimm\/2022\/ETIMM_V01_2022_40.pdf\" target=\"_blank\" rel=\"noopener\"><span style=\"color: rgb(0, 0, 205);\">download pdf<\/span><\/a><\/strong><\/span><\/span><\/h4>\n<p><span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Cite: <a href=\"http:\/\/www.etimm.ase.ro\/RePEc\/aes\/jetimm\/2022\/ETIMM_V01_2022_40.ris\" target=\"_blank\" rel=\"noopener\"><span style=\"color: rgb(255, 0, 0);\">download citation<\/span><\/a> (for EndNote, Reference Manager, ProCite)<\/strong><\/span><\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Title Factors Driving Customer Satisfaction for Shopee Malaysia Author Josephine Ie Lyn Chan Classification JEL L81, M31. Abstract 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 &hellip;<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_ef_editorial_meta_date_first-draft-date":"","_ef_editorial_meta_paragraph_assignment":"","_ef_editorial_meta_checkbox_needs-photo":"","_ef_editorial_meta_number_word-count":"","footnotes":""},"categories":[29],"tags":[],"coauthors":[18],"class_list":["post-897","post","type-post","status-publish","format-standard","hentry","category-jetimm_2022"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/posts\/897","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=897"}],"version-history":[{"count":1,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/posts\/897\/revisions"}],"predecessor-version":[{"id":898,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/posts\/897\/revisions\/898"}],"wp:attachment":[{"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=897"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=897"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=897"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcoauthors&post=897"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}