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E-COMMERCE, ONLINE SHOPPING AND CUSTOMER SATISFACTION: AN


EMPIRICAL STUDY ON E-COMMERCE SYSTEM IN DHAKA

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International Journal of Entrepreneurship and Development Studies (IJEDS) 4(3) 2016, 323-338

E-COMMERCE, ONLINE SHOPPING AND CUSTOMER SATISFACTION:


AN EMPIRICAL STUDY ON E-COMMERCE SYSTEM IN DHAKA

S M FEROJ MAHMOOD

Abstract:
In this paper, the researchers investigated the attributes of several websites by finding out
the possible elements that play a major role in a customer’s satisfaction on E-Commerce.
In order to investigate the phenomenon, the researchers evaluate the possible website
elements that determine the correlation between website attributes and customer's
satisfaction in e-commerce. 10 items based on questionnaire method using 5-point Likert
scale was used. A total of 50 people were used based on purposive sampling. The
findings were demonstrated by charts on the basis of which interpretations were deduced.
The entire study concludes with suggestions and customization instructions to improve
customer satisfaction in the sector of e-commerce.

Keywords: Website attributes, Customer Satisfaction, E-Commerce, Online


Shopping and Product Quality.

1.0 introduction
The main edge for business these days is e-trade. Full form of E-Commerce is
Electronic Commerce. It implies managing in stock and administrations through the
electronic media and web. On the web, it identifies with a site of the merchant, who
offers item or administrations on to the customer from the gateway utilizing an
advanced truck or computerized crate framework and licenses installment through
MasterCard, Debit Card or other installment frameworks. E-Commerce includes
carrying on a business with the help of the web. Basically, E-Commerce is that the
development of business in web.
In business today electronic exchange is one of the ordinary purposes of talk (Daniel
et. al, 2002). Kalakota and Whinston (1996) described e-exchange as "the buying and
offering of information, things and organizations by method for PC frameworks"
(p.3), the PC arranges essentially being the Internet. It is spilling business process,
duplicating whole business endeavors and re-shaping of customer and supplier
relationship (Daniel, Wilson and Myers, 2002). Using e-business structures
affiliations can promote their things and organizations online and give an extent of
organizations that customers themselves can perform without direct human help. Its
licenses customers to coordinate a wide range works out, for instance, developing
location, securing a Visa or credit, learning from customers, altering an organization
assertion and purchases' without human help (Molla and Licker, 2001), Electronic

Senior Lecturer In Marketing, Department of Business Administration, Faculty of Business,


Notre Dame University Bangladesh
2 Arambag, Motijheel, Dhaka-1000, Bangladesh.
Email: feroj@ndub.edu.bd
324 S M Feroj

exchange is another technique for driving, administering and executing business


trade using PC (Kalakota and Whinston, 1996).
For creating nations like Bangladesh, e-business offers huge shot. There has been an
expansion inside the scope of organizations' usurping e-trade inside the later past. At
present, the legislature likewise utilizes destinations moved towards e-business. The
web populace has been blasting in light of the critical force of the World Wide Web
and worldwide e-business. The World Wide Web clients have been duplicating
quickly and have generally spread into all kinds of different backgrounds. It has
opened up gigantic business open doors for its clients (Ho and Wu. 1999)
Associations offer their item and administrations on the web and create income from
the real offer of those items and administrations to their clients (Molla and Licker,
2001). In the past individuals used to purchase merchandise, for example, garments,
gems, nourishment and so forth from outside. In any case, because of the
development of E-business individuals are currently ready to purchase those things
specifically from online sites with no bother. Presently, neighborhood business
people to new companies, everybody is purchasing from online sites and sparing
their time. Web has turned into the most utilized media for looking, exploration and
now it is giving individuals a chance to purchase and offer things without being
available before the merchant, customers/client. In this report, we will think about
the investigation of E-Commerce in the city of Dhaka, the capital of Bangladesh. We
will likewise see study results and discover the relationship between site qualities and
consumer loyalty.
2.0 Theoretical Backgrounds
In the most recent couple of years we have seen a generous development of web
based administrations, both from unadulterated Internet business and from customary
organizations that are creating online administrations (Khalifa and Liu. 2003). As per
an Angusried bunch study (2004) of web clients in 34 nations about 120 million of
the assessed 300 million overall Internet clients have effectively made a buy or
exchange on the web. The extraordinary development of the Internet is changing the
way enterprises conduct business with buyer (Slu and Mou, 2003).
2.1 Website Attributes:
Given the huge number of conceivable characteristics and additionally the changing
way of innovation that makes new qualities progressively conceivable, it is not
shocking that there is an absence of agreement with respect to "must have" and
"discretionary" traits. Utilizing Ghose and Dou's (1998) characterization of site
qualities, Table 1 records potential characteristics crosswise over four diverse sorts of
sites – correspondence, stimulation, data and exchange (online store).
A "X" demonstrates that a particular credit will probably be incorporated into
comparing type(s) of sites; in any case, a clear does not imply that the characteristic
E-commerce, Online Shopping and Customer Satisfaction 325

can't be incorporated into a particular kind of site. For instance, the characteristic
"recreations" will probably be incorporated into a stimulation site; in any case, some
data sites, for example, www.electrolux.com additionally offer a few amusements
that can be identified with the company's items, despite the fact that "diversions" is
not a run of the mill trait for a data site.
With such a large number of site credits to look over, Table 1 recommends that
exchange (or online store) destinations will probably incorporate certain sorts of
qualities. It likewise recommends that online stores are "quality rich" - conceivably
containing the greatest number (16) of the 25 particular characteristics. It is
additionally likely that online stores will contrast not just on the quantity of particular
properties consolidated inside particular sites, additionally how a particular quality,
for example, "client backing" is operationalized. These varieties make imperative
difficulties for exploration on the impacts of individual qualities on consumer loyalty
and reliability.
2.2 Customer Satisfaction in E-Commerce:
Consumer loyalty is a present issue in the accomplishment of any business
framework, customary or online (Ho and Wu, 1999). In a disordered e-business
environment, with a specific end goal to manage the development and piece of the
overall industry. Web organizations need to see how to fulfill clients, since consumer
loyalty or basic for setting up long haul customer connections (Patterson et al. 1997).
It is confirmations by the way that in the course of the most recent five years,
consumer loyalty reviews have gotten to be regular in numerous budgetary
organizations. Accordingly, a principal comprehension of variables affecting Web-
consumer loyalty is of extraordinary significance to e-business. Besides, the
requirement for examination in Web-consumer loyalty has been emphasized by the
expanding interest for the long haul gainfulness of dotcom organizations and
conventional organizations that are "Net-improved" (Pather, Erwin and Remenyi,
2002).
2.3 Argument of the Problem:
In a focused commercial center comprehension clients' needs turned into a critical
element. Subsequently organizations have moved from an item arranged to a client
situated position. Fulfillment is additionally of awesome enthusiasm to specialists as
a result of itsessential impact on client maintenance (Patterson et al., 1997; Sedon,
1997). Maintenance is a noteworthy test especially in web based administrations as
clients can without much of a stretch switch starting with one administration supplier
then onto the next easily (Khalifa and Liu, 2003). Considering the high expenses of
gaining new clients and the clearly high client turnover of numerous online
administrations, it is essential to examine the determinants of consumer loyalty.
Consumer loyalty is the real issue for the business that is working in Electronic
Commerce (EC) framework. Great client administration quality is the primary
326 S M Feroj

component that will decide, later on, whether the business administration will survive
or fall flat (Thompson, Green and Bokma, 2000). Maintaining compelling client
administration fabricates and keep up client connections that are the way to
achievement in e-business (Sing, 2002).
Table 1: Types of Websites and Typical Website Attributes
(Source: Effects of Online Store Attributes on Customer Satisfaction & Loyalty,
Miao Zhao and Ruby Roy, 2005)

So as to fulfill clients' needs, numerous organizations need to set up sites that give
quality data and administrations to clients. Better administration quality normally can
get higher piece of the overall industry and better returns (Slu and Mou, 2003). It is
alluring for online administration suppliers to reveal what characteristics shopper
used in their appraisal of general administration quality and fulfillment and which
traits are more essential (Yang and Fang, 2004).
E-commerce, Online Shopping and Customer Satisfaction 327

3.0 Literature Review


E-Commerce eludes the purchasing and offering of items or administrations over
hardware framework through web or others PC systems. Step by step e-Commerce
business in Bangladesh is becoming monstrously. E-Commerce consolidates few
scopes of procedures, for example, Electronic information exchange (EDI),
Electronic mail (Email), World Wide Web (WWW), Internet applications and
Network applications. It does exclude exchange via phone or fax however internet
managing an account framework can be worthy with visa or ace cards. There are
additionally some others buy accessible in the around the world.
E-Commerce enhances the productivity and adequacy of business, government and
not benefit association offices. The capacity of this business conductance everywhere
throughout the world is done day in and day out. Its real leverage is online and can
spare a great deal of time and cash instead of go outside and spent some additional
cash for shopping. However going online does not ensure 100% achievement and it
absolutely relies on upon the association.
E-trade is the best open door for a man. Because of its online installment framework
individuals spare a ton of time. They likewise can offer things unused effectively just
by a promotion. Leasing an office space has gotten to be less demanding because of
E-Commerce and Online Websites. Individuals in the western nations can't think
without E-Commerce since they are especially acquainted with that and they're
creating step by step for better fulfillment.
Raven et al (2007) analyzed China's methodologies in selection of e-business. Taking
into account the writing overview and second, information, the study investigated
different variables affecting the development of e-organizations. The elements
analyzed included government arrangement and center, existing innovation
framework administrative environment, experience and comprehension of business
operations, and society, among others. The study infers that China is in front of
numerous different nations in the framework. Further, it expresses that China is
balanced for quickly expanding e-business. Be that as it may, issues of neediness and
imbalance amongst urban and country availability must be set out to truly exploit e-
business in China.
Zhao, Huang and Zhuthat (2006) expressed around 70% of e-trade systems are really
not fruitful by any means. Once more, what is exhibited is that - basically having an
online organization that endeavors to connect the computerized separation is
insufficient to make business progress as far as incomes and benefit. Rather the path
in which e-business procedures that are intended to permit an online organization to
interface with potential clients and really urge them to make buys depends on
numerous different issues other than just making items or administrations accessible
in a helpful way. A great many people who visit e-business locales really don't make
buys. Rather, they are essentially scanning for data or for items, yet really have no
328 S M Feroj

yearning to make a buy. Actually, individuals may react to the data that they get by
means of person to person communication destinations by going by an e-trade site,
yet accepting the data and going to an e-trade site is not a surety of business
achievement.
A few analysts (Parasuraman, Zeithaml and Berry 1988) expressed that shopper
fulfillment or disappointment is as a progenitor of administration quality. On the
other hand, advanced confirmation prescribes that it's a result of administration
quality (Cronin and Taylor 1992). Early ideas of fulfillment exploration have
commonly characterized fulfillment as a post decision evaluative judgment
concerning a particular buy choice (Churchill and Sauprenant, 1992; Oliver, 1980).
Most analysts concur that fulfillment is a disposition or assessment that is shaped by
the client looking at their pre-buy desires of what they would get from the item to
their subjective view of the execution they would get from the item to their
subjective impression of the execution they really received (Oliver, 1980).
Author Definition
“Satisfaction is a person’s feelings of pleasure or
disappointment resulting from comparing a product’s
Kotler (2000, p. 36)
perceived performance (or outcome) in relation to his or
her expectations”.
Customer satisfaction is a collective outcome of
Yi (1990) perception, evaluation and psychological reaction to the
consumption experiences with a product service”.
“Satisfaction is a function of consumer’s belief that he or
Hunt (1991, p. 100)
she was treated fairly”.
In promoting writing (e.g. Churchill and Surprenant, 1982; Oliver, 1980) and
additionally in late data framework concentrates on (e.g. McKinney et al., 2002), the
disconfirmation hypothesis rises as the establishment for fulfillment models. As per
this hypothesis, fulfillment is controlled by the error between saw execution and
intellectual benchmarks, for example, desire and yearnings (Khalifa and Liu, 2003).
Client desire can be characterized as clients' halfway convictions around an item
(McKinny, Yoon and Zahedi, 2002). Desires are seen as expectations made by
buyers about what is prone to happen amid looming exchange or trade (Zethaml and
Berry, 1988). Seen execution is characterized as client's view of how item execution
satisfies their necessities, needs and longing (Cadotte et al. 1987). Seen quality is the
purchaser's judgment around a section general fabulousness or prevalence (Zeithaml,
1988). Oliver (1980) portrayed the procedure by which fulfillment judgments are
come to in the hope disconfirmation system. Figure-1 indicates how fulfillment
judgment is identified with anticipation disconfirmation approach. Purchasers
structure desires of the particular item or administration before buy and saw quality
level which impacted by desire.
E-commerce, Online Shopping and Customer Satisfaction 329

Figure 1: Satisfaction Formation


(Source: Oliver referred to in Anderson & Sullivan, 1993 p.127)
The figure 1 clarifies the bolt attracted from desires to saw quality that demonstrates
saw quality may increment or reduction straightforwardly with desires. Seen quality
may either affirm or disconfirm pre-buy desire. The determination of the degree to
which saw quality desires are disconfirmation is portrayed in figure 1 by bolt drawn
from desire and saw quality to disconfirmation. Fulfillment is emphatically
influenced by desire and the apparent level of disconfirmation that is likewise
appeared by bolt in the figure 1. Disconfirmation and saw quality strongly affect
fulfillment (Oliver, 1980).
4.0 Research Objective
The principal objective of this research is to have an overall idea about website
attributes and customer’s satisfaction and how they depend on each other.
To support this objective, the study has focused on some secondary objectives also.
They are-
 To analyze the customers perception about online websites.
 To have an idea about the customer satisfaction and website attributes they
prefer.
 To explore the condition of e-ticketing, online shopping etc.
5.0 Research Design (Methodology)
Here, every one of the information is gathered from our essential and optional
sources. Sources incorporate web examination and criticism of individuals. 50
individuals went to the study and the quantity of male members was 58% and the
quantity of female members was 42% Age was separated into 3 classes. The age
difference between the respondents’were-15-30 years, 30-45 years and more than 45
330 S M Feroj

years of age.
In all out 10 inquiries were given by we got a thought on what properties clients feel
the most fulfilled and what ought to be the essential nature of a site that would draw
in a client the most. We had likewise alternative so that our overview member could
say his/her telephone number for further request. They likewise specified their
occupations which were isolated into class. They are-Service Holder, Business
Person and Other. We got criticisms from them and utilized the information to make
diagrams and graphs to demonstrate the definite qualities on which the clients depend
on. The poll was directed by the utilizing of Likert 5 point scale i.e. Emphatically
Agree, Agree, Neutral, Disagree and Strongly Disagree.
A quantitative outline utilizing the study strategy was utilized as a part of the
observational portion of the study. In quantitative examination, information is
measured to apply factual systems so as to increase important bits of knowledge
about this study. The study technique was chosen since it effortlessly encourages the
accumulation of information from expansive gatherings of respondents, is
comprehensive in the quantity of variables that can be examined, requires least
speculation to create and regulate and is moderately simple for making speculations.
6.0 Analysis & Interpretation
A descriptive analysis and frequency distribution technique is used to analyses the
respondents’ answer for the study purpose. Descriptive Analysis: It refers the
transformation of raw data written into a form that will make them easy to
understand and interpret; rearranging, ordering, manipulating data to provide
descriptive information. Frequency Distribution: It refers a set of data organized by
summarizing the number of times a particular value of a variable occurs.
6.1 Age of Respondents
Age
Frequency Percent Valid Percent Cumulative Percent
Valid 15-20 23 46.0 46.0 46.0
31-45 12 24.0 24.0 70.0
45+ 15 30.0 30.0 100.0
Total 50 100.0 100.0
The age bunch divination of the respondent's into four distinctive classes. Among
them 15-30 years of age were 19 individuals. 31-45 years of age were 13 persons.
Over 45 years of age were 18 persons. So the accessible customers are between 15-
30 years of age.
E-commerce, Online Shopping and Customer Satisfaction 331

6.2 Occupation of the Respondents


Occupation
Valid Cumulative
Frequency Percent
Percent Percent
Service holder 22 44.0 44.0 44.0
Business person 13 26.0 26.0 70.0
Valid
Other 15 30.0 30.0 100.0
Total 50 100.0 100.0
Total sample size was 50. Among them the study found that there are 22 Service
holder and 13 Business persons & 15 others occupation holder. We can also see that
44% Service holder and 26% Business persons & 30% others occupation holder
includes Student, Housewife, Retried person etc.
6.3E-ticketing process is very convenient and time saving for any use
E-ticketing process is very convenient and time saving for any use
Valid Cumulative
Frequency Percent
Percent Percent
Strongly
2 4.0 4.0 4.0
disagree
Uncertainty 2 4.0 4.0 8.0
Valid
Agree 28 56.0 56.0 64.0
Strongly agree 18 36.0 36.0 100.0
Total 50 100.0 100.0
The divination of the respondent’s into five different classes. After analyzing the
statement of e-ticketing process is very convenient and time saving for any users or
not, we find that 18 respondents were strongly agreed with the statement and 28
respondents agreed with the statement, whereas 2 respondents were strongly
disagreed with the statement.
Assumption: Most of the respondents find the e-ticketing process very convenient
and time saving for most of the peoples and people find it very convenient rather
than basic shopping.
332 S M Feroj

6.4 Online transaction process is safe

Online transaction process is safe


Valid Cumulative
Frequency Percent
Percent Percent
Strongly
6 12.0 12.0 12.0
disagree
Disagree 7 14.0 14.0 26.0
Valid Uncertainty 8 16.0 16.0 42.0
Agree 14 28.0 28.0 70.0
Strongly agree 15 30.0 30.0 100.0
Total 50 100.0 100.0

The divination of the respondent’s into five different classes. After analyzing the
statement of Online transaction process is safe or not, we find that 30% respondents
were strongly agreed with the statement and 28% respondents were agreed with the
statement, whereas just 12% respondents were strongly disagreed with the statement.
Assumption: Most of the respondents find the e-Online transaction process is safe
for most of the peoples and people find it very convenient rather than basic
purchasing system and payment.
6.5 You had a good experience when you bought something from online
You had a good experience when you bought something from online
Valid Cumulative
Frequency Percent
Percent Percent
Strongly
3 6.0 6.0 6.0
disagree
Disagree 3 6.0 6.0 12.0
Valid Uncertainty 6 12.0 12.0 24.0
Agree 23 46.0 46.0 70.0
Strongly agree 15 30.0 30.0 100.0
Total 50 100.0 100.0
Customers’ who purchase from online show sincere interest on bought something
from online. 23 respondents were agreed & 15 respondents were strongly agreed, 3
respondents were strongly disagreed with this comment. 3 respondents were
disagreed. The rest of respondents were uncertain with this comment.
Assumption: Consumers are really very happy and find the online shopping more
interesting and their experiences on online shopping was impressive.
E-commerce, Online Shopping and Customer Satisfaction 333

6.6 The quality promised online and the one you get should be same

The quality promised online and the one you get should be same
Valid Cumulative
Frequency Percent
Percent Percent
Strongly
7 14.0 14.0 14.0
disagree
Disagree 2 4.0 4.0 18.0
Valid Uncertainty 7 14.0 14.0 32.0
Agree 11 22.0 22.0 54.0
Strongly agree 23 46.0 46.0 100.0
Total 50 100.0 100.0
The divination of the respondent’s into five different classes. After analyzing the
statement of the quality promised online and the one you get should be same or not,
we find that 46% respondents were strongly agreed with the statement and 22%
respondents were agreed with the statement, whereas just 14% respondents were
strongly disagreed with the statement.
Assumption: Most of the respondents find the quality of the product are when they
shop online.
6.7 Online shopping makes your life easier
Online shopping makes your life easier
Valid Cumulative
Frequency Percent
Percent Percent
Strongly
4 8.0 8.0 8.0
disagree
Disagree 3 6.0 6.0 14.0
Valid Uncertainty 9 18.0 18.0 32.0
Agree 17 34.0 34.0 66.0
Strongly agree 17 34.0 34.0 100.0
Total 50 100.0 100.0

Customers’ who purchase from online show sincere interest on bought something
from online because it makes their life simpler and easier. 17 respondents were
agreed & 17 respondents were strongly agreed, 4 respondents were strongly
disagreed with this comment. 3 respondents were disagreed. The rest of respondents
were uncertain with this comment.
Assumption: Consumers are really thought that online shopping is making their life
easier and convenient. So they are now diverting from tradition to online shopping.
334 S M Feroj

6.8 Correlation between two variables:

Correlation between Good website designs has a good impact on you and emphasize
on the displayed picture while buying something from online.Customers’ who
purchase from online show though that good website can change the consumers mind
and can influences to purchase from online. If website displayed the image very clear
way than the customer feel more attract on the website for consume that product.
After correlation analysis we find that:
Correlations
Good website You emphasize on the
design has a good displayed picture while
impact on you buying something from
online
Good website design has a Pearson
1 .425**
good impact on you Correlation
Sig. (2-
.002
tailed)
N 50 50
You emphasize on the Pearson
.425** 1
displayed picture while Correlation
buying something from Sig. (2-
.002
online tailed)
N 50 50
**. Correlation is significant at the 0.01 level (2-tailed).

After the analysis we find that, correlation is moderately significant at the level of
0.01 and we find that the relations between two variables are moderately significant
of .425.
6.9 Regression analysis:
There is an inquiry emerge on account of the online exchange. At some point we find
that the online exchange is mostly happens by the upper matured client instead of
lower matured client. At whatever point it comes into our brain that, e-ticketing
procedure is extremely advantageous and efficient for any utilization or not. So we
contrast the relationship and two variables i.e. age and e-ticketing process.
In factual demonstrating, relapse investigation is a measurable procedure for
assessing the connections among variables. It incorporates numerous systems for
demonstrating and investigating a few variables, when the attention is on the
relationship between a predictor variable and one or more variables (or 'indicators').
E-commerce, Online Shopping and Customer Satisfaction 335

A regression model relates Y to a function of X and β.

In this case we are using simple regression, the formulas for the least squares
estimates are:
and the standard errors of the parameter estimates are given by
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 2.014 1 2.014 2.845 .098a
Residual 33.986 48 .708
Total 36.000 49
a. Predictors: (Constant), Age
b. Dependent Variable: E-ticketing process is very convenient and time saving for any use.

Coefficientsa
Unstandardized Standardized
Model Coefficients Coefficients t Sig.
B Std. Error Beta
(Constant) 3.769 .282 13.372 .000
1
Age .234 .139 .237 1.687 .098
a. Dependent Variable: E-ticketing process is very convenient and time saving for any use

After regression analysis we find that (B= 0234, Std. Error= .139, Sig= .098)
significance level is between 1-10% and its comparative significant. If age increases
1 unit then the antecedents’ level will increase 23% or not it will keep constant.
7.0 Findings
After legitimate investigation, the analyst find that the respondents find that e-
ticketing procedure is exceptionally helpful and efficient for a large portion of the
people groups and individuals think that it’s extremely advantageous as opposed to
fundamental shopping. In any case, the examination shows that the web based
learning is additionally vital here. Since, it's unrealistic without legitimate learning of
web based shopping and online exchange. The majority of the respondents discover
336 S M Feroj

the e-Online exchange process is safes and individuals think that it’s extremely
advantageous instead of fundamental buying framework and installment. Customers
are truly exceptionally cheerful and locate the internet shopping additionally
fascinating and their encounters on web based shopping was great. It's truly a decent
catch that the exploration find that the nature of the items are contrast from online
store to disconnected store. Customers suspected that internet shopping is making
their life less demanding and advantageous. So they are currently occupying from
custom to internet shopping.
7.0 Conclusion
Different factors are associated with E-Commerce. It has brought a massive change
in our country and is changing the way businesses used to be. Every day new
technology is brought and is also evolving. E-Commerce is the future of shopping
and services. With the development of internet communication technologies, users of
internet are growing in a massive way in Bangladesh. In the next 5 to 10 years,
Digital Bangladesh surely will be established if this pace and progress of E-
Commerce is maintained. Bangladesh would also surpass various countries. Internet
economy will grow day by day with the rapid expansion of internet. E-commerce
plays a very important role in this era and it is introducing new methods. If these
technologies and methods are accessible to large and small companies, the economy
of Bangladesh will boom. Government should take necessary steps to help the young
entrepreneurs and provide internet even in the rural areas of Bangladesh. We have
seen clearly in this research that if websites have well attributes, customers are
affected in a positive way.
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338 S M Feroj

Appendix:

Questionnaire on –
E-COMMERCE, ONLINE SHOPPING AND CUSTOMER SATISFACTION:
AN EMPIRICAL STUDY ON E-COMMERCE SYSTEM IN DHAKA
Please put the tick (√) marks in the appropriate box.

1. Name:
……………………………………………………….
2. Gender : □Male □Female
3. Age : □15-30 years □31-45 years □45+ years
4. Occupation : □Service holder □Business person □Other…………………………

Strongly Strongly
Agree Neutral Disagree
Sl. No Statements Agree Disagree
5 4 3 2 1
1 E-ticketing process is very convenient
and time saving for any use
2 Online transaction process is safe
3 You had a good experience when you
bought something from online
4 The quality promised online and the one
you get should be same
5 Online shopping makes your life easier
6 Good website design has a good impact
on you
7 You emphasize on the displayed picture
while buying something from online
8 Online shopping is better than real life
shopping
9 People should buy from online often
10 Consumer should acquainted with online
shopping

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