Post on 07-Apr-2018
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MarketingResearch
BPMM 3033Group 6
The Factor of Service
Quality of On
-
line
Shopping Ma
ll
Influence The
Customer
Satisfaction
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Group Member
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Introduction1. explore about influencing factors on customer
satisfaction and customer loyalty in the
internet shopping mall through service quality.
2. investigate the characteristics of users
regarding customer satisfaction and customer
loyalty in the purchase of furniture in the
internet shopping mall .
3. customer satisfaction can be divided into two;
definitions driven to outcome and driven to
process (Lee, 1995).
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Background of StudyInternet shopping mall
Is a web site in virtual space in the name of
internet.
Internet shopping mall allows the purchaser
to search & survey the information about
service or product that might be appear by
accessing internet.
Reduce the time/space, easy to acquire
information from customer.
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Service quality
Service
intangible activity/benefit
provided by the services
provider to customer.
Quality
varies depending on the
methods
of approach drivento
transcendental experience,
product, manufacture, value,
and user.
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Customer Satisfaction Can divided into two:
a. Driven to outcome
customer satisfaction conceptualized as result of
recognition of previous experience as perceived by
the customer that the price paid is in the right way or
not desirable, emotional reactions to the retail shop
or buying related to purchased product or service or
reactions on behavior. (Oliver, 1981)
b. Driven to process
it generalizes the whole consumption experience, and
it enables to examine an important process that
reaches customer satisfaction through the measure of
observing unique elements at each stage. (Oliver,
1981)
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Current Issue The past few years witnessed rapid growth in the
number of online stores and also many brick andmortar stores now have a web presence.
In todays sensitive economy consumers, more thanever, are looking for bargains and deals for theirholiday shopping needs.
By shopping around online, the Internet (perhapsmore than any brick and mortar store) offersshoppers these desired savings.
Online shopping reduces the time spent searchingfor the best gifts and as a bonus does not carry thehigh fuel costs of travelling from store to store inorder to find the best deals for this years musthave gifts. (GlobalSignInc, 2008, November 24).
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Research Problem
Internet shopping mall is a business that canoperate at minimum expense with minimumlabor force.
The another point is development of variousinformation communication technology suchas computer has changes the consumption
life of consumer and especially tons ofchanges take place in the consumer selectionthrough their decision making.
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conducting empirical research throughstatistical data obtained from questionnairesurvey by establishing model and hypothesisafter reviewing the literature on customer loyaltyin the order to discover the characteristic that
appeared through the users purchase offurniture.
to explore the influencing factors on customerssatisfaction in the internet shopping mall
through service quality based on the dataobtained from furniture purchaser
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Research Question
a. What is the relationship betweenservice quality of onlineshopping mall and customer
satisfaction?
b. What is the factors of service
quality of online shopping mallthat influence the customersatisfaction?
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Research Objective
to understand the factors ofservices quality of on-lineshopping mall which is product
diversity, tangibles,responsiveness, interaction, andstability that influence thecustomer satisfaction through
using questionnaire from rangeage 20 to 50 years old.
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Research Framework
Service Quality
Product Diversity
Tangibles
Responsiveness
Interaction
Stability
(IV)
CustomerSatisfaction
(DV)
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Thank You