Title: Determinants affecting customer perceived e-service quality towards e-retailing shopping site in Malaysia

Authors: Mohammed Hariri Bakri; Lim Pei Sian; Nurul Fadly Habidin; Nor Azah Abdul Aziz; Nor Ratna Masrom

Addresses: Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya,76100 Durian Tunggal, Melaka, Malaysia ' Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya,76100 Durian Tunggal, Melaka, Malaysia ' Department of Management and Leadership, Faculty of Management and Economics, Universiti Pendidikan Sultan Idris, 35900 Tanjung Malim, Perak, Malaysia ' Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya,76100 Durian Tunggal, Melaka, Malaysia ' Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia Melaka, Hang Tuah Jaya,76100 Durian Tunggal, Melaka, Malaysia

Abstract: In the current new era of digital, e-commerce platform has been growing rapidly. Thus, this research aimed to study the determinants affecting customer perceived e-service quality (PeSQ) towards e-retailing shopping site in Malaysia and to examine the most significant determinants of e-service quality towards customer PeSQ from e-retailing shopping site in Malaysia. In order to study this, the researchers have selected 384 respondents as sample using Google Form questionnaire distributed online. For the finding analysis, the researcher used SPSS software with explanatory factor analysis test of the data. It depicted that there were exactly five factors extracted in the research. Multiple regression tests were used to find the most significant factor. The results showed that privacy as the most significant predictor but reliability was not significant in the research.

Keywords: e-retailing; e service quality; customer perception; shopping site; Malaysia.

DOI: 10.1504/IJBEX.2021.119752

International Journal of Business Excellence, 2021 Vol.25 No.4, pp.491 - 514

Received: 28 Feb 2019
Accepted: 08 Sep 2019
Published online: 20 Dec 2021 *

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