Building Customer Loyalty in Online Retail Industry: A survey among Youth in Klang Valley
Keywords:
customer loyalty, privacy, security, website usability, word-of-mouthAbstract
This study provides detailed information about building customer loyalty in the online retail industry through word-of-mouth, website usability, security, and privacy improvement. To set a clear direction for the scope and objectives of the research, the youth in Klang Valley, Malaysia, was chosen as the targeted population. This study examines the factors contributing to the Klang valley youth's consumer loyalty in Online Retail Industry. This research uses questionnaires to collect data about the responses to the related questions and then cleans them to prevent redundancy. This study uses specific data collection procedures to ensure data's smooth collection and processing. Multiple regression analyzes the relationship between a single dependent variable and several independent variables, while Cronbach's alpha is used to test the reliability of each independent variable. The results found that website usability, word-of-mouth, security, and privacy significantly and positively contribute to customer loyalty in Klang Valley.
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Copyright (c) 2025 Xin Yi Lin , Junyi Lee , Mohd Remie Mohd Johan, 'Aeshah Binti Mohd Ali, Zhucheng Shao
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