The Influence of E-Commerce Services and Customer Satisfaction Among Young Adults in Klang Valley

Abstract

This study examines the relationship between e-commerce service quality and customer satisfaction among young adults in Klang Valley, Malaysia. Specifically, it investigates the effects of security, time of delivery, and perceived ease of use on customer satisfaction. A quantitative approach was employed, utilizing a structured questionnaire distributed to 384 respondents. Data analysis was conducted using SPSS, including descriptive statistics, Pearson’s correlation, and multiple regression analysis. The findings indicate that perceived ease of use and security significantly influence customer satisfaction, while time of delivery has a relatively minor impact. The study concludes with recommendations for enhancing customer satisfaction through improved service quality in e-commerce platforms.