The Impact of E-Service Quality on Customer Satisfaction in Malaysia


Customer Satisfaction
E-S-QUAL Model
Online Shopping

How to Cite

San, W. H., Von, W. Y., & Muhammad Imran Qureshi. (2020). The Impact of E-Service Quality on Customer Satisfaction in Malaysia. Journal of Marketing and Information Systems, 3(1), 46-62.


This study referred to E-S-QUAL model of determinant of electronic service quality in online shopping context and, the purposed of the study is to determine the impact of e-service quality on customer satisfaction. Literature supports the concept that quality of e-services are interlinked concepts and it has the linkage with the customer satisfaction as well.The data were collected from 363 undergraduate students in Universiti Teknikal Malaysia, Melaka (UTeM) by using multistage cluster sampling to identify the respondents. The study result indicated that the overall level of satisfaction on e-service quality by students was at a moderate level. The results showed that the customer satisfaction and the dimensions of e-service quality namely; efficiency, fulfilment, privacy and system availability are positively correlated with one another. Quantitative research method was employed to test the proposed hypotheses of the study. Data was analyzed by using PLS-SEM. The result highlighted that the four dimensions in e-service quality are a significant predictor that portrayed significant fit to the model of customer satisfaction. The findings of the study may contribute to the literature of same context and, to the online retailer as a guideline to formulate a new plan in improving customer satisfaction. Therefore, the present study is aimed at exploring the benefits of quality in e-services to deal with customer satisfaction.


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