Customer Satisfaction towards Online Shopping at Electronics Shopping Malls in Vietnam- A Conceptual Model to Enhance Business Success through Efficient Websites and Logistics Services
Lai Wang Wang* and Quoc Liem Le
Department of Industrial Engineering and Management, 415 Jian Gong Rd, Kaohsiung 807, Taiwan
- *Corresponding Author:
- Lai Wang Wang
Department of Industrial
Engineering and Management
415 Jian Gong Rd
Kaohsiung 807, Taiwan
E-mail: [email protected]
Received Date: December 14, 2015; Accepted Date: December 23, 2015; Published Date: December 29, 2015
Citation: Wang LW, Le QL (2015) Customer Satisfaction towards Online Shopping at Electronics Shopping Malls in Vietnam- A Conceptual Model to Enhance Business Success through Efficient Websites and Logistics Services. The Evidence from Chinese Stock Market. J Stock Forex Trad 5:164. doi:10.4172/2168-9458.1000164
Copyright: © 2015 Wang LW, et al. This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
Along with the development of electronic commerce, e-consumers have become more important than ever before, requiring retailing marketers to appeal to this target group. In this study, the authors aim to measure customer satisfaction towards online shopping process and home delivery service, and seek to empirically establish a practical online service model for shopping malls selling electronics devices in Vietnam. The theoretical framework is drawn out, and questionnaire items are designed based on the factors chosen. The data are carried out by using multiple statistical analyses, including exploratory factor analysis, reliability analysis, mean point value, and multiple linear regressions. The regression analysis results show that the most significant factors affecting customer satisfaction towards online shopping activities are product feature satisfaction, tangibility, empathy, effectiveness and understandability. This study provides significant suggestions for Vietnamese mall owners to relieve consumers’ security concerns about online shopping and to raise their belief in the trustworthiness of e-service provided.