FACTORS AFFECTING CUSTOMER SATISFACTION AND TRUST IN AN E-COMMERCE SETTING: A CASE STUDY OF MUACHUNG.vn IN VIETNAM
نویسنده
چکیده
This paper focuses on identifying some the factors affecting customer satisfaction and trust in an e-commerce setting (one specific company) among Vietnamese customers. It examines various stimuli, namely, value factors as expressed in terms of product offer and price and service quality dimensions, including ease of use, website design (e-scape), responsiveness, customization, and assurance. A total of 407 sets of electronic questionnaires were collected and the data analyzed using the Pearson Correlation Coefficient to test the four hypotheses developed in this study. The results show that of the three demographic factors considered (gender, age, and education level), the latter is a statistically significant factor affecting customers’ satisfaction and trust toward an online company. Value in terms of product offer and price and the service quality dimensions in terms of ease of use, website design, responsiveness, customization and assurance have positive relationships with customer satisfaction and trust.
منابع مشابه
Electronic Banking and Customer Satisfaction in Bank Melli Iran
Many e-commerce transactions via e-payment systems is carried out. The aim of this study is that the theory of structures, an empirical analysis about the importance and ranking key factors that may be on customer satisfaction in electronic payment systems affect the Iranian banks.9 specific topics of the factors in e-payment systems, customer satisfaction and affect are more key, were selected...
متن کاملA Model of E-Loyalty and Word-Of-Mouth based on e-trust in E-banking services (Case Study: Mellat Bank)
Customers extend robust trust to a business when they believe the business puts their interests first. Good experience of banking services and recommendations of other customers can increase trust. Loyalty and Word of mouth (WOM) is accepted as key factors successes of marketing. This paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement ...
متن کاملA Model for E-banking Trust In Iran’s Banking Industry
One of the crucial factors affecting success of e-banking services is customer’s trust. Acquiring customer trust depends on different variables that an e-banking struggles to control. This research aims to explain and clarify the inter-relationships and the interaction effects among customer’s online trust and other relevant factors such as satisfaction and loyalty in e-banking. We developed a ...
متن کاملBuilding trust in m-commerce: contributions from quality and satisfaction
Purpose – Mobile commerce (m-commerce) represents a new area of business opportunity. Past research has often focused on customer acceptance and its antecedents, rather than factors that build trust in m-commerce. The purpose of this paper is to provide an explanation of factors influencing customer trust towards vendors on the mobile internet. Design/methodology/approach – M-commerce relies on...
متن کاملSatisfaction towards Customer Loyalty in Auto-Mobile Industry of Pakistan
This study investigates the factors affecting the brand loyalty of the customers of Auto-mobile industry in region of Pakistan with the use of ECSI model. A well-organized structured questionnaire was distributed among the customers of Auto-mobile industry. The questionnaire was based on 5 Point likert-type scale. Results show that the customer expectations have a direct positive impact on perc...
متن کامل