Page 135 - FREN-C2021 PROCEEDINGS

Table 10. Multiple Linear Regression Analysis

We built a regression equation based on the data in the above table to expose the relationship between
e-service quality with the determinant of security, product quality, information quality and e-customer
satisfaction in Malaysia. By looking at the above equation, the variable which most affecting e-
customer satisfaction in Malaysia is the information quality. The beta value of information quality
under unstandardized coefficients is + 0.518, the maximum among other variables. The increase or
decrease in information quality could ultimately influence e-customer satisfaction in Malaysia by
0.518 times. Based on the findings shown in the above table, the IV most prominent on the DV is the
information with the highest unstandardized beta-value coefficients (β = 0.518). Information quality
has the greatest impact on the model, followed by product quality (β = 0.356) and security (β =
0.041).

Conclusion
The relationship between security and e-customer satisfaction in Malaysia is significant and can be
observed from the significant value shown, which is 0.000 (p < 0.05). Besides, the correlation
coefficient between security and e-customer satisfaction in Malaysia has been shown to have a strong
correlated relationship as well as a positive correlation of 0.606. The relationship between product
quality and e-customer satisfaction in Malaysia is significant and can be observed from the significant
value shown, which is 0.000 (p < 0.05). Besides, the correlation coefficient between product quality
and e-customer satisfaction in Malaysia was shown to have a strong correlated relationship as well as
a positive correlation of 0.730. The relationship between information quality and e-customer
satisfaction in Malaysia is significant and can be observed from the significant value shown, which is
0.000 (p < 0.05).

Besides, the correlation coefficient between information quality and e-customer satisfaction in
Malaysia was shown to have a strong correlated relationship as well as a positive correlation of 0.757.
As a consequence, this provides potential researchers with an insight into the nature of these factors
and influences e-customer satisfaction in Malaysia. In addition, potential researchers can perform
further analysis by attempting larger sample sizes or different geographic areas. However, to assess if
the hypotheses remain the same, the potential research performed can be analyzed and compared with
the conclusions drawn from this research.

There is a time limit for this research because it has a set amount of time to reach the deadline for
submission. Otherwise, more time could be given to this research to gather more responses through an
online survey. This research has so far succeeded in collecting 133 credible responses. In an ideal
world, valid responses would be much higher to deliver even more effective findings for future
research.

[130]