Customers’ Satisfaction: Factors Affecting Online Shopping During Covid-19 Pandemic
Keywords:
COVID-19, e-Quality Service, information quality, online shopping, pandemicAbstract
Shopping is now easier and more accessible than ever in today’s hurried and connected society. This
study was conducted to find out the factors influencing customer satisfaction in online shopping during
COVID-19. Some barriers have contributed to the unwillingness of Malaysians because they worry
others will take their personal information. Two factors were analyzed in this research, which are
Information Quality and e-Service Quality, with a sample size of 150 respondents, and a convenience
sampling method was used. A set of questionnaires was distributed online through Google Forms by
sharing links in WhatsApp and email. Then, the data is analyzed using Statistical Package for Social
Science (SPSS). The result showed that Information Quality and e-Service Quality have different
relationships with customer satisfaction in online shopping. The limitations of this study are that the
variables may not be sufficient, and there should be more variables to be considered in future research
that may have a more significant impact. This study contributes to the realization that customer
happiness is the most important factor to prioritize to improve a company’s favourable reputation in
the marketplace
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