The Influence of E-Service Quality towards Post-Purchase Intention on Shopee

• Published in: AIP Conference Proceedings
• Main Author: Bahtar A.Z.; Daud S.; Yazid Z.A.; Fazli M.A.M.; Muthusamy G.; Kamis R.; Harun H.; Awang A.H.
• Format: Conference paper
• Language: English
• Published: American Institute of Physics 2024
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85192005595&doi=10.1063%2f5.0183800&partnerID=40&md5=8c997d6098ab9155fa9e15fa6ba9cdb2

Online shopping is viewed as the most significant way to help a company to sustain and to boost the economy after the COVID-19 pandemic. More sellers opt to online not only for promotional activities only but to encourage customers to purchase too. Although social media is viewed to be the most effective platform to gather followers, shopping platforms such as Shopee, Lazada, and Zalora are seen to a better choice in conducting transactions as these platforms are more stable and convenient for transactions due to their structured nature. Therefore, the purpose of this study is to determine the influence of E-Servqual on Customer Satisfaction and Post-Purchase Behaviour among Malaysian Shopee customers. Data were collected through an online medium (Google Form) under the convenience sampling technique. A total of 233 usable responses were gathered and analysed using SPSS and Smart PLS. Four hypotheses were supported and one hypothesis was rejected (Privacy & Security → Customer Satisfaction). © 2024 American Institute of Physics Inc.. All rights reserved.