investigating the level of satisfaction among uitm kota bharu online shoppers

7/21/2019 INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BHARU ONLINE SHOPPERS

http://slidepdf.com/reader/full/investigating-the-level-of-satisfaction-among-uitm-kota-bharu-online-shoppers 1/50

1.0 INTRODUCTION

1.1 Background Information

Business online is also known as e- business or electronic commerce. It refers to

conducting business transactions over the Internet, which includes exchange of

information of value in the form of products and services as well as payments, using web-

based technologies. Shopping through business online is called as online shopping. It

allows customers to directly buy goods or services from a seller over the Internet using a

web browser. Business online has no different from ordinary business except that it is

facilitated by web based technologies.

The system of online shopping was invented by nglish entrepreneur, !ichael "ldrich in

#$%$. &is system connected a modified domestic T' to a real-time transaction processing

computer via a domestic telephone line. (nline business are expanding widely in all over

the world nowadays and the system of this type of business )ust got better and better

according to the technology enhancement. The order can )ust be done in one click and the

transactions are easier now.

"n online transaction can be done in fully online mode for electronic products such as

music, video clips, e-books, air tickets, cinema tickets, hotel booking, share trading,

banking service and more. It also can be done in mixed mode where order and payment

are done online while delivery is done offline. The examples of these famous online

business now is "ma*on.com, ebay, +a*ada.com, alora and many more.

egarding in !alaysia, e-business was growth and also spread widely in urban and also

in rural area. The growth of internet usage is encouraging some changes in the behavior

of customer purchasing process and it has become one of the most significant

communication channels in the world. !any of !alaysian prefer to shopping via internet

rather than ordinary shopping. or them shopping via internet provided them with many

choices, latest trended and the price also more cheaper than the ordinary shopping.

Shopping via internet also becomes trend for student and staff of /iT! 0ota Bharu

because they have has money, shopping interest and also knowledge on online shopping.

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS



1espite the advantages of internet shopping, there are still some problem that was facing

by online shoppers especially among /iT! 0ota Bharu online shoppers. They were

under risk and danger of being cheating and so on because shopping via internet are

different way from ordinary shopping. "s an example, online shopping not provided face

to face commercial transaction as practices by ordinary shopping.

This study was conducted to determine the level of satisfaction among /iT! 0ota

Baharu online shoppers and to find the best way to for the problem facing by them.

1.2 Problem !tatement

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS



Despite the advantages of shopping via internet, there are several

issues that disrupting the behavior of UiTM Kota Bharu online shoppers

toward online shopped. Firstl, !ost of UiTM Kota Bharu online

shoppers were "on"ern about the available servi"es provided b online

vendors and retailer. The were "on"ern about their dissatisfa"tion

toward the di#"ulties to getting enough infor!ation and details of

goods and ite!s that was shown on the websites. This is happen

be"ause la"$ of !utual "o!!uni"ation between buer and seller, and

as seller the should $now that "usto!er needs !ore infor!ation and

details before buing the produ"t. This fa"tor will disrupt and e%e"ting

buing behavior a!ong online shoppers .&t is i!portant for the! to

get enough infor!ation be"ause as "onsu!er the have the right to

"hoosing and "o!pare for ea"h produ"t before !a$ing de"ision to bu

the best produ"t. Besides that, online shoppers also unsatis'ed with

the deliver servi"es of goods and produ"t b the business. Man of the! "o!plains that the of shipping of produ"t alwas not follow the

s"hedule and ti!e as seller was pro!ises. (nline shoppers also

"o!plains that so!eti!es produ"t alwas re"eive late b "usto!ers

and so!eti!es produ"ts or ite!s are shipped but delivered to the

wrong address) stolen fro! the por"h) or inadvertentl left in a hidden

spot.

*e"ondl, online shoppers of UiTM Kota Bharu were "on"erning about

their se"urit when the shops online. Most of the! were worried to

give their infor!ation su"h as address, a""ount nu!ber and phonenu!ber be"ause worried to be"o!e as vi"ti!s of "ber"ri!e.

+""ording to data b ber *e"urit Malasia, there are -// "ases of

"ber"ri!e was reported in Malasia for 0anuar to 0ul 2/1.

+""ording to that report, fraud has been the top "ber"ri!e in Malasia

for the last 've ears and even if a person spends ust an hour a wee$

on the &nternet, the "han"es of hi! or her be"o!ing a vi"ti! of

"ber"ri!e are about -3 per"ent .This data was good enough to !a$e

the! felt worried and un"o!fortable to shop online. +s the pre"aution

pelan, the needs to be aware !ore "aution when do online shopping. Thirdl, this surve is "ondu"ting to understanding and investigating

the level of "usto!er satisfa"tion toward the 4ualit of produ"t.

Maorit of online shoppers ad!itted that online shopping o%ered the!

with various produ"t, up5to5date produ"t, and the pri"e of goods also

!ore "heaper rather than ordinar shopping. 6owever there are so!e

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page 7



issues regarding the 4ualit of produ"t su"h as re"eived goods fro! an

online seller that don8t !at"h the original des"ription.

1." Ob#ecti$e

There are some ob)ectives that need to achieved by doing this survey2

#. To investigate level of satisfaction among /iT! 0ota Bharu online shoppers.

3. To determine /iT! 0ota Bharu online shoppers level of awareness towards online

shopping security.

4. To analy*e level of customer satisfaction toward product 5uality.

6. To identify the type of payment transaction and service delivery of online business.

7. To create recommendation on how to improve the system of online business.

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page 3



1.% !co&e of !tud'

This study is conducted among staff and students of /iT! 0ota Bharu 0elantan. 8e are

choosing the person who have and experience on online shopping as our responden on

this study. This sampling was not included the student and staff who have no experience

on online shopping because they have no experience and cannot give respond on our

study. " set of survey 5uestion was were given to the respondent to answered the

5uestionnaire.

2.0 ()T*ODO+O,-

2.1 !am&ling Re&ondent

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page



The respondent for this study is the customers of online shopping. The respondents were

chosen by simple random sampling techni5ue among student, lecturer, staff and others.

2.2 uetionnaire

9uestionnaires were being distributed to the customer of online shopping to gather

information on the customers: background and their respond towards the online

shopping. The customers: responses to the 5uestionnaires enable the identification of

contributory factors which lead to customers: satisfaction.

2." Data Collection

There are several data being collected from customer of online shopping including

demographic information, the bad side of online shopping and the customer level of

satisfaction towards services given. "ll the data was collected by distributing

5uestionnaires.

2.% Data /nal'i

The data that being collected from the customer of online shopping then being analysed

for each 5uestion that have been asked. The analysis from the data then being transfer

into diagram and tables.

".0 INDIN,

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page -



The result of the report are categori*ed into every section

".1 !ection / Demogra&ic Profile

".1.1 ,ender

Table ".1 ,ender of re&ondent.

,ender re3uenc' Percentage

!ale % 34.44

emale 34 %;.;%

279

::9

,ender

M+;<

F<M+;<

igure ".1 Te gender of re&ondent.

rom the figures 4.# above, the study found that 34.44 percent of respondent are

male and the rest of %;.;% of respondent are female respondent. To complete thisresearch, we have decided to disseminate 4< 5uestionaires to 6< respondents

randomly at /iT! 0ota Bharu.

".1.2 /ge

Table ".2 Table age of re&ondent.

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page :



/ge 4'ear5 re3uenc' Percentage 6

3<-37 3; =;.;%

3;-4< 4 %.7

4#-47 # 4.4

4;-6< - -

6#-67 - -6;-7< and above - -

=9

9 79

/ge of re&ondent

2/52

2-57/7157

7-53/

3153

3-5/ +>D +B(?<

igure ".2 /ge of re&ondent.

rom the figures 4.3 above, the study found that almost =;.;% percent of

respondent are age between 3<-37 years old, %.7 percent of respondent are age

between 3;-4< and 4.4 of them are age between 4#-47.

".1." (arital !tatu

Table "." Table of marital tatu of re&ondent

(arital !tatu re3uenc' Percentage 6

Single 36 =<

!arried ; 3<

1ivorces - -

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page



:=9

2/919

(arital tatu of re&ondent

*&>@;<

M+AA&<D

D&?(A<*

igure "." (arital tatu of re&ondent.

rom the figure 4.4 above, the study found that =< percent of the respondents at

/iT! 0ota Bharu are singles meanwhile the balance of 3< percent of respondent

was married.

".1.% Race

Table ".% Table of race.

Race re3uenc' Percentage 6!alay 4< #<<

>hinese < -

Indian < -

(thers < -

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page =



1//9

Race of re&ondent

M+;+

igure ".% Race of re&ondent

igures 4.6 show the respondent at /iT! 0ota Bharu is !alay. There are no

respondent from >hinese, Indian and others.

".1.7 UiT( !tatu.

Table ".7 Table of occu&ation of re&ondent.

Uitm !tatu re3uenc' Percentage 6

ST/1?T 3% $<ST" 4 #<

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page1/



=:9

79

UiT( !tatu of re&ondent

*TUD<>T

*T+FF

igure ".7 UiT( tatu of re&ondent.

igures 4.7 shows the /iT! status of respondent which ma)ority of them are

from graduates that bring total $< percent meanwhile another 3< percent

respondent are staff of /iT! 0ota Bharu.

".1.8 re3uenc' of making online o&&ing.

Table ".8 fre3uenc' of re&ondent bu'ing online.

re3uenc' Of (aking Online !o&&ing

4Per (ont5

re3uenc' Percentage 6

#-3 times 3; =;.;%

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page11



4-6 times 6 #4.44

.:9

179

0re3uenc' of making online 2o&&ing b' re&ondent.

152 ti!es

753 ti!es

igure ".8 re3uenc' of making online o&&ing b' re&ondent.

igure 4.; above show the fre5uency of respondent among /iT! 0ota Baharu

online shoppers. !a)ority of shoppers buying about #-3 times per month withratio =;.;% percent, meanwhile #4.44 percent of shoppers buying 4-6 times per

month.

".2 !)CTION B !)R9IC)!

".2.1 Rik not to ee te &roduct in real

Table ".: Te rik not to ee te &roduct in real




Rik not to ee te&roduct in real re3uenc' Percentage 465

Strongly disagree # 4.44

1isagree 3 ;.;%

"gree #% 7;.;%

Strong agree #< 44.44

79:9

:9

779

Te rik not to ee te &roduct in real

*trongl disagree

Disagree

+gree

*trongl agree

igure ".: Rik not to ee te &roduct in real

rom the figure 4.% above the study found that the most percentage only 7%

percent of the respondents agree that the risk not to see the product in real while

buying. 44 percent of the respondents strongly agree risk not to see the product in

real during buying. % percent of the respondents disagree with this statement.

8hile the less percentage only 4 percent of the respondents strongly disagree that

the risk not to see the product in real during buying.

".2.2 ;eb tore a fat deli$er' &eed

Table ".< Te =eb tore a fat deli$er' &eed

Te =eb tore a fat deli$er' &eed. re3uenc' Percentage 465

Strongly disagree < <




1isagree % 34.44

"gree 3< ;;.;%

Strongly agree 4 #<

279

-:9

1/9

Te =eb tore a fat deli$er' &eed

*trongl disagree

Disagree

+gree

*trongl agree

igure ".< Te =eb tore fat deli$er' &eed

rom figure 4.= shows the most percentage only ;% percent of the respondents

strongly agree that the web store needs has fast delivery speed during delivery

goods to customer. 34 percent of the respondents disagree with this statement #<

percent of the respondents. 8hile the less percentage only < percent of the

respondents strongly disagree that the web store should has fast delivery speed.

".2." Deli$er' fee

Table ".> Deli$er' fee are ig

Deli$er' fee are ig re3uenc' Percentage 465





1isagree ## 4;.;%

"gree #6 6;.;%

Strongly agree 6 #4.44

79

7:9

3:9

179

Deli$er' fee are ig

*trongl disagree Disagree +gree *trongl agree

igure ".> Deli$er' fee are ig

rom figure 4.$ shows the most percentage only 6% percent of the respondents

agree that delivery fees are high. (nly #4 percent strongly agree with this

statement. 8hile only 4% percent of customers disagree the delivery fees are

high. The less percentage only 4 percent of the respondents strongly disagree that

delivery fees are high.

".2.% Product on te internet i cea&er tan it ould be

Table %.0 Product on te internet i cea&er tan it ould be

Product on te internet i cea&er

tan it ould be






1isagree $ 4<

"gree #; 74.44

Strongly disagree 6 #4.44

79

7/9

79

179

Product on te internet i cea&er tan it ould be

*trongl disagree

Disagree

+gree

*trongl agree

igure %.0 Product on te internet i cea&er tan it ould be

rom figure 6.< shows the most percentage only 74.44 percent of the respondents

agree that the products on the internet is cheaper than it should be. 8hile disagree

with this statement only 4< percent. ?ext, #4.44 percent of respondents strongly

agree the product on the internet is cheaper than it should be. 8hile, the less

percentage only 4.44 percent of the respondents strongly disagree that product on

the interest is cheaper than it should be.

".2.7 Te =eb tore &ro$ide guarantee

Table %.1 Te =eb tore &ro$ide guarantee

Te =eb tore &ro$ide guarantee re3uenc' Percentage 465

Strongly disagree 4 #<

1isagree #7 7<

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page1-



"gree ## 4;.;%

Strongly agree # 4.44

1/9

/9

7:9

79

Te =eb tore &ro$ide guarantee

*trongl disagree

Disagree

+gree

*trongl agree

igure %.1 Te =eb tore &ro$ide guarantee

rom figure 6.# the study found that 7< percent of the customers disagree that the

web store provides guarantees, 4% percent of the customers agree with the

statement, and merely #< percent of the customer strongly disagree with the

statement and 4 percent of the customer the web store provides guarantees.

".2.8 Deli$er' time i longer tan it ould be

Table %.2 Deli$er' time i longer tan it ould be

Deli$er' time i longer tan it ould be re3uenc' Percentage 465

Strongly disagree 3 ;.;%

1isagree #< 44.44

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page1:



"gree #% 7;.;%


:9

779

:9

79

Deli$er' time i longer t2an it 2ould be

*trongl disagree

Disagree

+gree

*trongl agree

igure %.2 Deli$er' time i longer tan it ould be

rom figure 6.3 the study found that 7% percent of the customers agree percent the

delivery time is longer than it should be, 44 percent of the respondents disagree

with this statement, % percent of the customers strongly disagree with this

statement and 4 percent of the delivery time is longer than it should be.

3.2.7 Internet sho!n" ro#!$es %ore #&r!et' o(

ro$)*ts.

T&+,e -.3 Internet sho!n" ro#!$es %ore #&r!et' o(

ro$)*ts.

Internet sho!n" ro#!$es

%ore

Fre/)en

*'

Per*ent&"e

01




#&r!et' o( ro$)*ts*trongl disagree / /Disagree 7 1/+gree 2/ --.-:*trongl agree : 27.77

1/9

-:9

279

nternet 2o&&ing &ro$ide more $ariet' of &roduct

strongl disagree

disagree

agreestrongl agree

F!")re -.3 Internet sho!n" ro#!$es %ore #&r!et' o(

ro$)*ts.

Fro! the 'gure 3.7 above the stud found that the !ost

per"entage onl per"ent of the respondents agree that the

internet shopping provides !ore variet of produ"ts. 27 per"ent

of the respondents strongl agree the internet shopping provides

!ore variet of produ"ts. 1/ per"ent of the respondents disagree

with this state!ent.

INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS Page1=



3.2.I +e,!e#e !n the !n(or%&t!on th&t the 4e+ store

ro#!$es to %e.

T&+,e -.- I +e,!e#e !n the !n(or%&t!on th&t the 4e+ store

ro#!$es to %e.


%ore #&r!et'

o( ro$)*ts

Fre/)en

*'

Per*ent&"e

01

*trongl disagree / /Disagree = 7/

+gree 1 -/*trongl agree 7 1/

7/9

-/9

1/9

$e in t2e information t2at t2e =eb tore &ro$ide

strongl disagree

disagree

agree

strongl agree

F!")re -.- I +e,!e#e !n the !n(or%&t!on th&t the 4e+ store

ro#!$es to %e.

Fro! the 'gure 3.3 above the stud found that the !ost

per"entage onl -/ per"ent of the respondents agree that &

believe in the infor!ation that the web store provides to !e. 7/

per"ent of the respondents disagree & believe in the infor!ation




that the web store provides to !e. 1/ per"ent of the

respondents disagree with this state!ent.

3.2.5I +e,!e#e the 4e+ !s tr)st(), !n !ts $e&,!n"s 4!th %e.

T&+,e -.6 I +e,!e#e the 4e+ !s tr)st(), !n !ts $e&,!n"s 4!th

%e.


%ore

#&r!et' o( ro$)*ts

Fre/)en*

'

Per*ent&"e

01

*trongl disagree / /Disagree : 27.77

+gree 2/ --.-:*trongl agree 7 1/

279

-:9

1/9

I belie$e te =eb i trutful in it dealing =it me.

strongl disagree

disagree

agree

strongl agree




F!")re -.6 I +e,!e#e the 4e+ !s tr)st(), !n !ts $e&,!n"s

4!th %e.

Fro! the 'gure 3. above the stud found that the !ost

per"entage onl : per"ent of the respondents agree that &

believe the web is trustful in its dealings with !e. 27 per"ent of the respondents disagree believe the web is trustful. 1/ per"ent

of the respondents strongl agree with this state!ent.

3.2.8 The ro$)*t on the 4e+ store &re &,4&'s

&#&!,&+,e.

T&+,e -.9 The ro$)*t on the 4e+ store &re &,4&'s

&#&!,&+,e.


%ore

#&r!et' o( ro$)*ts

Fre/)en

*'

Per*ent&"e

01

*trongl disagree / /

Disagree 1 /+gree 17 37.77

*trongl agree 2 -.-:




/9

379

:9

T2e &roduct on t2e =eb tore are al=a' a$ailable.

*trongl Disagree

Disagree

+gree

strongl +gree

F!")re -.9 the ro$)*t on the 4e+ store &re &,4&'s

&#&!,&+,e.

Fro! the 'gure 3.- above the stud found that the !ost

per"entage onl / per"ent of the respondents disagree that the

produ"t on the web store are alwas available. 37 per"ent of the

respondents agree the produ"t on the web store are alwas

available. : per"ent of the respondents strongl agree with thisstate!ent.

3.2. The 4e+s!te *,e&r,' sho4s ho4 I *&n *ontr&*tor *o%%)n!*&te 4!th the *o%&n'.

T&+,e -.7 the 4e+s!te *,e&r,' sho4s ho4 I *&n *ontr&*t or

*o%%)n!*&te 4!th the *o%&n'.





%ore

#&r!et' o( ro$)*ts

Fre/)en*

'

Per*ent&"e

01

*trongl disagree / /Disagree - 2/

+gree 2/ --.-:*trongl agree 3 17.77

219

:19

:9

earl' o= o= I can contract or communicate =it

strongl disagreedisagree

agree

strongl agree

F!")re -.7 The 4e+s!te *,e&r,' sho4s ho4 I *&n *ontr&*t

or

*o%%)n!*&te 4!th the *o%&n'

Fro! the 'gure 3.: above the stud found that the !ost

per"entage onl :2 per"ent of the respondents agree that the

website "learl shows how & "an "ontra"t or "o!!uni"ate with

the "o!pan. 21 per"ent of the respondents disagree the

website "learl shows how & "an "ontra"t or "o!!uni"ate with

the "o!pan. : per"ent of the respondents strongl agree with

this state!ent.

"." !)CTION C !)CURIT-




3.3.I th!n: e!ther s&(e to )se *re$!t *&r$ (or on,!ne

&'%ent.

T&+,e -. I th!n: e!ther s&(e to )se *re$!t *&r$ (or on,!ne

&'%ent.


%ore

#&r!et' o( ro$)*ts

Fre/)en*' Per*ent&"e

01

*trongl disagree / /Disagree 13 3-.-:

+gree 11 7-.-:*trongl agree 1-.-:

3-.-:

7-.-:

1-.-:

I t2ink eit2er afe to ue credit card for online &a'ment.

strongl disagree

disagree

agree

strongl agree

F!")re -. I th!n: e!ther s&(e to )se *re$!t *&r$ (or on,!ne

&'%ent.

Fro! the 'gure 3. above the stud found that the !ostper"entage onl 3-.-: per"ent of the respondents disagree that i

thin$ either safe to use "redit "ard for online pa!ent. 7-.-:

per"ent of the respondents agree that i thin$ either safe to use

"redit "ard for online pa!ent. 1-.-: per"ent of the respondents

strongl agree with this state!ent.




".".2 inancial information

Table %.< I am concerned about te &oible interce&tion of

inancial information b' an unidentified tird &art'

I am concerned about te &oible

interce&tion of financial information

b' an unidentified tird &art'.


Strongly disagree # 4.4441isagree ; 3<

"gree 33 %4.444


792/9

:79

79

&oible interce&tion of financial information b' a

*trongl disagree

disagree

+gree

*trongl agree

igure %.< I am concerned about te &oible interce&tion of

financial information b' an unidentified tird &art'.




The figure above show differentiation opinions about the possible interception of

financial information by an unidentified third party, %6percent is agree about this

statement and both of strongly disagree and strongly agree in 4 percent and 3<

percent customers disagree about it.

"."." Peronal information

Table %.> I am =illing to gi$e m' &eronal information

=en o&&ing on te internet.

I am =illing to gi$e m' &eronal

information =en o&&ing on te internet.

re3uenc' Percentage

465

Strongly disagree 4 #<1isagree #$ ;4.44

"gree % 34.444


1/9

-79

279 79

to gi$e m' &eronal information =2en 2o&&ing on

strongl DisagreeDisagree

+gree

strongl agree

igure %.> I am =illing to gi$e m' &eronal information =en

o&&ing on te internet.




The igure above show about the information about give personal information

when shopping on the internet, customer disagree about giving personal

information on the internet in ;6 percent, 34 percent agree customer about it,

strongly disagree is 4 percent and only #< percent is strongly disagree.

".".% Credit Card Information

Table 7.0 It i a rik for me to gi$e credit card information.

It i a rik for me to gi$e credit

card information.

re3uenc' Percentage

465

Strongly 1isagree 4 #<1isagree 4 #<

"gree ; 3<

Strongly agree #= ;<

1/9 1/9

2/9-/9

It i a rik for me to gi$e credit card information.

*trongl DisagreeDisagree

+gree

strongl +gree

igure 7.0 It i a rik for me to gi$e credit card information.

The igure above show about the giving credit card information to other, in ;<

percent customers in our survey is strongly agree about this, 3< percent is agree




and both of the customers in strongly disagree and disagree about #< percent

respectively.

".".7 Te tandard ealt re3uire

Table 7.1 Te &roduct fulfill te tandard ealt re3uire.

Te &roduct fulfill te tandard

ealt re3uire.


Strongly 1isagree - -

1isagree = 3;.;;

"gree 33 %4.44

Strongly agree - -

2:9

:79

T2e &roduct fulfill t2e tandard 2ealt2 re3uire

*trongl Disagree

Disagree

+gree

*trongl +gree

igure 7.1 Te &roduct fulfill te tandard ealt re3uire.

The Figure above show about the produ"t ful'lls the standard

health re4uires, :7.77 per"ent "usto!ers are agree that the

produ"t ful'lls the standard health re4uires and onl 2-.--

per"ent disagree about this.




".% !)CTION D U/+IT-

".%.1 Internet o&&ing &ro$ide a better 3ualit' &roduct.

Table 7.2 Internet o&&ing &ro$ide a better 3ualit' &roduct.

Internet o&&ing &ro$ide a

better 3ualit' &roduct.


Strongly 1isagree # 4.44

1isagree #< 7;.;;

"gree #% 44.44

Strongly "gree 3 ;.;;

79

:9

779

:9

Internet 2o&&ing &ro$ide a better 3ualit' &roduct.

*trongl Disagree

Disagree

+gree

*trongl +gree

igure 7.2 Internet o&&ing &ro$ide a better 3ualit' &roduct.

The igure above show about internet shopping provided a better 5uality for the

customers 7% per"ent agree about this statement and strong disagree 44 per"ent

dot not agree about this. Besides that, % per"ent is strongly agree the company

provide a good 5uality product and only 4 per"ent strongly disagree.




".%.2 Te &rimar' com&uter I ue for internet o&&ing i too lo=

Table 7." Te &rimar' com&uter I ue for internet o&&ing i too lo=

Te &rimar' com&uter I ue

for internet o&&ing i too o=


Strongly 1isagree - -

1isagree ; 3<

"gree 33 %4.444

Strongly "gree 3 ;.;;

2/9

:79

:9

e &rimar' com&uter I ue for internet o&&ing i too o

*trongl Disagree

Disagree

+gree

*trongl +gree

Table 7." Te &rimar' com&uter I ue for internet o&&ing i to o=

igure above show about I am willing to give my personal information when

shopping is to show. In %4 per"ent customer said is agree because computer is

one of the complete item to get the information, 3< per"ent is disagree. "nd only% per"ent customers is strongly agree about this.

".%." Picture clear




Table 7.% Picture of te item =ere clearer.

Picture of te item =ere clearer. re3uenc' Percentage 465

Strongly disagreed < <

1isagreed 3 ;.;%

"greed 36 =<Strongly agreed 6 #4.44

*trongl disagree disagree agree *trongl agree/

1/

2/

7/

3/

/

-/

:/

/

-.-:

/

17.77

disagree agree strongl agree

igure 7.% Picture of te item =ere clearer.

rom the figure 7.6 the study found that =< percent of the customers agree that the

picture of the items is clearer. #4.44 percent of the client strongly agree that the

picture of the item is clearer, ;.;% percent disagree with the statement, and merely

< percent strongly disagree if staff do not show the pictures of the item clearer.

".%.% Information and decri&tion of te &roduct




Table 7.7 Tere i not enoug information and decri&tion of item &ro$ide

b' buine $endor

!o& online if more e?teni$e

decri&tion of item



1isagree % 34.44

"gree 3< ;;.;%

Strongly agree 4 #<

279

-:9

1/9

information and decri&tion of item &ro$ide b

strongl disagree

disagree

agree

strongl agree

igure 7.7 Tere i not enoug information and decri&tion of item

&ro$ide b' buine $endor

The most of the respondents are agree that the information and description of the

items are not enough, ;% percent said agree, 34 percent are disagree. (nly #< percent respondents are strongly agree about information and description of the

items.

".%.7 Picture and colour are clear and re&reentati$e of te &roduct




Table 7.8 Picture and colour are clear and re&reentati$e of te &roduct

Picture and colour are clear and

re&reentati$e of te &roduct.



1isagree ; 3<

"gree 3# %<

Strongly agree 4 #<

2/9

:/9

1/9

ture and colour are clear and re&reentati$e of t2e &rodu

strongl disagree

disagree

agree

strongl agree

igure 7.8 Picture and colour are clear and re&reentati$e of te &roduct

rom the figure 7.; study found that %< percent of the customers agree that

pictures and colours are clear and representative of the products. 3< percent of the

clients disagree with this statement. #< percent of respondents strongly disagree

the pictures and colours are clear and representative of the products and < percent

of the clients strongly disagree with this statement.

".%.8 Com&are &roduct b' eeing and toucing tem

Table 7.: Com&are &roduct b' eeing and toucing tem before bu'ing




Com&are &roduct b' eeing and

toucing tem before bu'ing



1isagree 6 #4.44

"gree 3< ;;.;%

Strongly agree 7 #;.;%

79179

-:9

1:9

Com&are &roduct b' eeing and toucing tem before bu'ing

strongl disagree

disagree

agree

strongl agree

igure 7.: Com&are &roduct b' eeing and toucing tem before bu'ing

igure 7.% shows that ;;.;% percent of our respondents are agree that prefer to

compare products by seeing and touching them before buying. #;.;% percent of

the clients strongly agree with this statement. 8hile respondents are disagree

#4.44 percent that prefer compare products by seeing and touching them before

buying and 4.44 percent strongly disagree with this statement.

".%.: Caution in tr'ing ne=@different &roduct.

Table 7.< Caution in tr'ing ne=@different &roduct.




Caution in tr'ing ne=@

different &roduct.



1isagree 3 ;.;%

"gree 37 =4.44

Strongly agree 4 #<

strongl disagree disagree agree strongl agree/

1/

2/

7/

3/

/

-/

:/

/

=/

-.-:

7.77

1/

disagree agree strongl agree

igure 7.< Caution in tr'ing ne=@different &roduct.

rom the figure 7.= study found that =4.44 percent of the customer agree that the

cautions in trying new@different products. #< percent the client strongly agree

with this statement. 8hile the respondents are disagree ;.;% percent cautions in

trying new@different products and < percent strongly disagree with this statement.

".%.< Rater tick =it te brand I uuall' bu' tan tr'ing te ne=

&roduct.




Table 7.> Rater tick =it te brand I uuall' bu' tan tr'ing te ne=

&roduct.

Rater tick =it te brand I uuall'

bu' tan tr'ing te ne= &roduct.



1isagree = 3;.;%

"gree 3< ;;.;%

Strongly agree 3 ;.;%

2:9

-:9

:9

ater tick =it te brand I uuall' bu' tan tr'ing te ne=

strongl disagree

disagree

agree

strongl agree

igure 7.> Rater tick =it te brand I uuall' bu' tan tr'ing te ne=

&roduct.

rom the figure 7.$ the study found that ;;.;% percent of the customers agree that

rather stick with the brand I usually buy than trying the new product. 8hilecustomers of respondents 3;.;% percent of the client disagree with this statement.

;.;% percent of the customers strongly agree rather stick with the brand I usually

buy than trying the new product, while < percent of the clients strongly disagree

with this statement.




%.0 CONC+U!ION

%.1 !)CTION / D)(O,R/P*IC /CTOR




%.1.1 ,ender

"s conclusion for figure 4.#, it can conclude that most of respondent are female.

%.1.2 /ge of Re&ondent

rom figured 4.3, its can be conclude that most of respondent among /iT! 0ota

Baharu are age between 3< to 37 years old meanwhile the lowest of ages

of respondent are ages between 4# to 47 years old.

%.1." (arital !tatu

Based on marital status on figured 4.4, it can be conclude that most of respondent

are single meanwhile the left was marriage.

%.1.% Race.

rom figured 4.6, it can be conclude that all of respondent of /iT! 0ota Bharu is

!alay.

%.1.7 UiT( tatu

rom figures 4.7, it can be conclude that most of respondent was students.

%.1.8 re3uenc' of re&ondent making online o&&ing.

rom figures 4.;, most of respondent buying via internet for #-3 per month

meanwhile the balance was buying 4-6 times per month.

%.2 !)CTION B !)R9IC)!

%.2.1 It i a rik for me not to ee te &roduct in realA




rom figure 4.% shows the most percentage only 7% percent of the respondents

agree that the risk not to see the product in real while buying. 8hile the

less percentage only 4 percent of the respondents strongly disagree that the risk

not to see the product in real during buying.

%.2.2 Te =eb tore a fat deli$er' &eedA

rom figure 4.= shows the most percentage only ;% percent of the respondents

strongly agree that the web store needs has fast delivery speed during

delivery goods to customer. 8hile the less percentage only < percent of the

respondents strongly disagree that the web store should has fast delivery speed.

%.2." Deli$er' fee are igA

rom figure 4.$ shows the most percentage only 6% percent of the respondents

agree that delivery fees are high. 8hile less percentage only 4 percent of

the respondents strongly disagree that delivery fees are high.

%.2.% Product on te internet i cea&er tan in toreA

rom figure 6.< shows the most percentage only 74.44 percent of the respondents

agree that the products on the internet is cheaper than it should be. 8hile,

the less percentage only 4.44 percent of the respondents strongly disagree

that product on the interest is cheaper than it should be.

%.2.7 Te =eb tore &ro$ide guaranteeA

rom figure 6.# the study found that 7< percent of the customers disagree that the

web store provides guarantees. 8hile the less percentage only 4 percent of

the customer the web store provides guarantees.

%.2.8 Deli$er' time i longer tan it ould beA




rom figure 6.3 the study found that 7% percent of the customers agree percent the

delivery time is longer than it should be. 8hile the less percentage only 4 percent

of the delivery time is longer than it should be.

-.2.7 Internet sho!n" ro#!$es %ore #&r!et' o(ro$)*ts;

Fro! 'gure 3.7 shows the !ost per"entage onl -: per"ent of

the respondents agree that the internet shopping provides !ore

variet of produ"ts. Chile the less per"entage onl / per"ent of

the respondents strongl disagree that the internet shopping

provides !ore variet of produ"ts.

-.2. Be,!e#e !n the !n(or%&t!on th&t the 4e+ store

ro#!$es to the%;

Fro! 'gure 3.3 shows the !ost per"entage onl -/ per"ent of

the respondents agree that believe in the infor!ation that the

web store provides to the!. Chile the less per"entage onl /

per"ent of the respondents strongl disagree that believe in

the infor!ation that the web store provides to the!.

-.2.5 Be,!e#e the 4e+ !s tr)st(), !n !ts $e&,!n"s 4!th

the%;

Fro! 'gure 3. shows the !ost per"entage onl -: per"ent of the respondents agree believe the web is trustful in its dealings

with the!. Chile less per"entage onl / per"ent of the

respondents strongl disagree believe the web is trustful in

its dealings with the!.

-.2.8 The ro$)*t on the 4e+ store &re &,4&'s

&#&!,&+,e;

Fro! 'gure 3.- shows the !ost per"entage onl / per"ent of

the respondents disagree that the produ"t on the web store arealwas available. Chile, the less per"entage onl / per"ent of

the respondents strongl disagree the produ"t on the web

store are alwas available.

-.2. The 4e+s!te *,e&r,' sho4s ho4 the% *&n *ontr&*t

or *o%%)n!*&te 4!th the *o%&n';




Fro! 'gure 3.: the stud found that :2 per"ent of the "usto!ers

agree that the website "learl shows how the! "an "ontra"t

or "o!!uni"ate with the "o!pan. Chile the less per"entage

onl / per"ent of the website "learl shows how the! "an

"ontra"t or "o!!uni"ate with the "o!pan.

%." !)CTION C !)CURIT-

-.3. Th!n: e!ther s&(e to )se *re$!t *&r$ (or on,!ne

&'%ent;

Fro! 'gure 3. the stud found that 3-.-: per"ent of the

"usto!ers disagree per"ent thin$ either safe to use "redit

"ard for online pa!ent. Chile the less per"entage onl /

per"ent thin$ either safe to use "redit "ard for online pa!ent.

%.".2 I am concerned about te &oible interce&tion of inancial information

b' an unidentified tird &art'

rom the figure 6.= I can conclude that most of the respondents are agree to the

possible interception of financial information by an unidentified third

party around %6 percent and only 4 percent disagree about this.

%."." I am =illing to gi$e m' &eronal information =en o&&ing on te

internet.

rom the figure 6.= I can conclude that most of the respondent are disagree to

give personal information when shopping on the internet around ;6

percent and only 4 percent respondent are strongly disagree.

%.".% It i a rik for me to gi$e credit card information.

rom the figure 7.< I can conclude that most of the respondent are strongly agreegiving credit card information to third parties in ;< percent and only #<

percent are strongly disagree.

%.".7 Te &roduct fulfill te tandard ealt re3uire.




rom the figure 7.# I can conclude that most of the respondent are disagree to

fulfill the standard health re5uires in %6 percent and only 36 percent agree.

%.% !)CTION D U/+IT-

%.%.1 Internet o&&ing &ro$ide a better 3ualit' &roduct.

rom the figure 7.3 I can conclude that most of the respondent are agree internet

shopping provides a better 5uality product in 7% percent and only 4

percent are strongly disagree.

%.%.2 Te &rimar' com&uter I ue for internet o&&ing i too lo=

rom the figure 7.4 I can conclude that primary computer user for internet

shopping is too slow because %6 percent respondent are agree about this

and only % percent is strongly agree.

%.%." =ould be more likel' to o& online if te &icture of te item =ere

clearer.

rom the figure 7.6 the study found that =< percent of the customers agree that the

picture of the items is clearer. < percent strongly disagree if staff do not show the

pictures of the item clearer.

%.%.% Tere i not enoug information and decri&tion of item &ro$ide b'buine $endor.

rom the figure 7.7 the study found that most percentage with ;;.;% percent of

the respondents agree shop online if more extensive descriptions of items




were included. 8hile the less percentage < percent strongly disagree with this

statement.

%.%.7 ;en o&&ing on te internet &icture and colour are clear and

re&reentati$e of te &roduct.

rom the figure 7.; study found that %< percent of the customers agree that

pictures and colours are clear and representative of the products. < percent

of the clients strongly disagree with this statement.

%.%.8 I &refer to com&are &roduct b' eeing and toucing tem before

bu'ing.

igure 7.% shows that ;;.;% percent of our respondents are agree that prefer to

compare products by seeing and touching them before buying. 8hile the

less percentage only 4.44 percent strongly disagree with this statement.

%.%.: I am caution in tr'ing ne=@ different &roduct.

rom the figure 7.= study found that =4.44 percent of the customer agree that the

cautions in trying new@different products. < percent strongly disagree with

this statement.

%.%.< I =ould rater tick =it te brand I uuall' bu' tan ne= &roduct.

rom the figure 7.$ the study found that ;;.;% percent of the customers agree that

rather stick with the brand I usually buy than trying the new product.

8hile < percent of the clients strongly disagree with this statement.




7.0 R)CO(()ND/TION!

(nline sellers have to lower the ris$ produ"t in real su"h as give !ore

des"riptions about the goods and servi"es be"ause eas to "usto!er !a$es

the de"ision. (nline sellers have to low the fee while deliver to "usto!ers

be"ause it will !a$e burden to "usto!er to bu that produ"ts. (nline sellers

should be !ore provide guarantees to "usto!er be"ause "usto!ers are

reall needs the guarantee fro! guarantor to !a$e sure the produ"t that

the sold to "usto!er is alwas guaranteed.

(nline shopper should not use "redit "ard as pa!ent but use the +TM

!a"hine to transfer the !one to the seller for avoid fro! epenses

e"essive. (nline seller no need to $now the personal infor!ation fro!"usto!er but onl ta$e i!portant infor!ation that are related to the online

shopping.




9.8 REFERENCES

Per"eptions towards (nline *hoppingE Analyzing the Greek University

Student Attitude. 2/1/G. Aetrieved fro!E

httpEHHwww.ibi!apublishing."o!HournalsH&B&M+H"ibi!a.ht!l

+ *tud of onsu!er Trust in &nternet *hopping and the Moderating <%e"t of

Ais$ +version in Mainland hina. 2/1/, +prilG. Aetrieved fro!E

httpEHHlibproe"t.h$bu.edu.h$Htrsi!ageHhpH/://2-.pdf

(nline onsu!er *hopping +ttitudes and BehaviorsE An Assessment of

Research. 2//2G. Aetrieved fro!E

httpEHHwww.Ia!aros.netH>+B92/A<+D&>@92/7.pdf


http://www.ibimapublishing.com/journals/CIBIMA/cibima.html

http://libproject.hkbu.edu.hk/trsimage/hp/07050526.pdf

http://www.zamaros.net/NACB%20READING%203.pdf

http://libproject.hkbu.edu.hk/trsimage/hp/07050526.pdf

http://www.zamaros.net/NACB%20READING%203.pdf

http://www.ibimapublishing.com/journals/CIBIMA/cibima.html



+ Aesear"h about Buing Behaviors of (nline usto!ers o!parison of

Tur$e Cith UK. 2/12 *epte!ber :G. Aetrieved fro!E

httpEHHwww.roeha!pton.a".u$HuploadedFilesHPagesJ+ssetsHPDFsJandJCordJD

o"sH;T<UJDo"u!entsHM*92/Dissertation92/sa!ple92/3.pdf

7.8 APPEN<I=

INVESTIGATING THE LEVEL OF SATISFACTION

AMONG UITM KOTA BHARU ONLINE SHOPPERS

We are from UiTM (elantan! "ity "am#us and $e $ould like to make a

survey regarding the level of satisfaction among UiTM ota %haru &nline

Sho##ers. The main #ur#ose of this survey is to investigate the level of

satisfaction to$ards security' uality' and services among UiTM ota %haru

online sho##ers. "ollected information $ill )e used in our research for

education #ur#oses. This uestionnaire $ill only take *+, minutes to ans$er.

SECTION A <EMOGRAPHIC PROFILE

Instruction:

-lease tick ( ! in the a##ro#riate )o.

1G @ender

Male Fe!ale

2G +ge


http://www.roehampton.ac.uk/uploadedFiles/Pages_Assets/PDFs_and_Word_Docs/LTEU_Documents/MSC%20Dissertation%20sample%204.pdf






2/52 ears 2-57/ ears

7157 ears 7-53/ ears

3153 ears 3-5/ ears and above

7G Marital status

*ingle Married

Divor"ed

3G Aa"e

Malas &ndian

hinese (thers JJJJJJJJJJJJJ

G UiTM status

UiTM sta%

UiTM student

-G 6ow to often do ou bu per wee$G produ"t online

152 ti!es

753 ti!es

SECTION B SERVICE

Instr)*t!on -lease tick in ( ! the a##ro#riate )o $ith the rating given.

S<>Stron" <!s&"ree? <><!s&"ree? A>A"ree? S<>Stron"

A"ree




>

o

St&te%ent S< < A SA

1. &t is a ris$ for !e not to see the

produ"t in real.2. The web store has fast deliver speed.

7. Deliver fees are high.

3. Produ"t on the internet is "heaper

than in store.. The web store provides guarantees.

-. Deliver ti!e is longer than it should

be.:. &nternet shopping provides !ore

variet of produ"ts.

. & believe in the infor!ation that theweb store provides to !e.

=. & believe that the web is trustful in its

dealings with !e.1

/.

The produ"ts on the web store are

alwas available.1

1.

The website "learl shows how & "an

"onta"t or "o!!uni"ate with the

"o!pan

SECTION C SECURIT@Instr)*t!on -lease tick ( ! in the a##ro#riate )o $ith the rating given.

S<>Stron" <!s&"ree? <><!s&"ree? A>A"ree? SA>Stron"

A"ree

N

o

St&te%ent S< < A SA

1. & thin$ it is safe to use "redit "ard for

online pa!ent.

2. & a! "on"erned about the possibleinter"eption of 'nan"ial infor!ation b

an unidenti'ed third part.7. & a! willing to give ! personal

infor!ation when shopping on the

internet.




3. &t is a ris$ for !e to give "redit "ard

infor!ation.. The produ"t ful'lls the standard health

re4uires.

SECTION < UALIT@ Instr)*t!on -lease tick ( ! in the a##ro#riate )o $ith the rating given.

S<>Stron" <!s&"ree? <><!s&"ree? A>A"ree? SA>Stron"

A"ree

N

o

St&te%ent S< < A SA

1. &nternet shopping provides a better

4ualit produ"t.2. The pri!ar "o!puter & use forinternet shopping is too slow.

7. & would be !ore li$el to shop online if

the pi"tures of the ite!s were "learer.3. & would be !ore li$el to shop online if

!ore etensive des"riptions of ite!s

were in"luded.. Chen shopping on the &nternet,

pi"tures and "olors are "lear and

representative of the produ"ts.-. & prefer to "o!pare produ"ts b seeing

and tou"hing the! before buing.:. & a! "autious in tring newHdi%erent

produ"ts.. & would rather sti"$ with the brand &

usuall bu than tring the new

produ"t.