E-consumer and the drive behind customer satisfaction: the Chinese online

Omar, Maktoba

Abstract

The purpose of this paper is to present and validate a model of factors influencing the customers' satisfaction on internet shopping in China. To attain these, a questionnaire was sent to 300 potential Chinese customers. The findings indicate that there are 15 items that influence consumer satisfaction which covered the six determinant factors isolated for testing. The top nine moderators of the factors were classified as the most important. These factors are likely to become important and of practical value to companies engaging in internet marketing in emerging markets. Managerial implications of these results were discussed.

Citation

Omar, M. (2010). E-consumer and the drive behind customer satisfaction: the Chinese online. International Journal of Economics and Business Research, 2, 271-287. https://doi.org/10.1504/IJEBR.2010.032296

• Journal Article Type: Article
• Publication Date: 2010
• Deposit Date: Mar 7, 2012
• Publicly Available Date: Mar 7, 2012
• Print ISSN: 1756-9850
• Electronic ISSN: 1756-9869
• Publisher: Inderscience
• Peer Reviewed: Peer Reviewed
• Volume: 2
• Pages: 271-287
• DOI: https://doi.org/10.1504/IJEBR.2010.032296
• Keywords: China; Consumer satisfaction; Customer satisfaction; Online shopping; Online marketing
• Public URL: http://researchrepository.napier.ac.uk/id/eprint/5040
• Publisher URL: http://dx.doi.org/10.1504/IJEBR.2010.032296