The influencing factors of customer satisfaction: A case study of shopee in malaysia

Abstract

Shopee was the largest e-commerce platform in Southeast Asia in 2020 by gross merchandise value and total orders. It is currently one of the leading e-commerce platforms in Malaysia. Despite the intense competition in the e-commerce space, Shopee has expanded aggressively across the Southeast Asian region over the last few years. Its successful business expansion is likely attributed to its profound competitive advantages. This study aims to examine the primary factors influencing customer satisfaction towards using Shopee for online purchases in Malaysia. Four influencing factors were assessed, namely perceived usefulness, perceived ease of use, perceived trust, and perceived convenience. A survey questionnaire was used for data collection. A total of 100 Shopee users from Malaysia responded to the survey. The findings revealed that perceived ease of use and perceived convenience had influenced the customer satisfaction with Shopee in Malaysia. Meanwhile, perceived usefulness and perceived trust did not significantly influence customer satisfaction towards Shopee in Malaysia. This study provides Shopee with valuable insights and guidance on customers' perception of Shopee, leading to improved customer satisfaction.