Page 130 - FREN-C2021 PROCEEDINGS

Research Questions
a) Does the security of e-commerce affect e-customer satisfaction in Malaysia?
b) Does the product quality of e-commerce influence e-customer satisfaction in Malaysia?
c) Does the information quality of e-commerce impact e-customer satisfaction in Malaysia?

Research Objectives
The purpose and objective of this research are to study the relationship between e-service quality and
e-customer satisfaction. The research is aim to examine variables of:
a) To determine the relationship between security and e-customer satisfaction.
b) To determine the relationship between product quality and e-customer satisfaction.
c) To determine the relationship between information quality and e-customer satisfaction.

Methods
This research focuses on the quality of e-service and the happiness of e-customers in e-commerce.
Three key independent factors, including safety, product quality and information quality, are derived
from e-service quality. Meanwhile, e-commerce satisfaction in Malaysia is assessed by the dependent
variable. For the goal of our analysis review, this study adopts a quantitative e-commerce research
approach. Furthermore, hypothesis tests are carried out by describing the association between
dependent and independent variables in this study. A questionnaire is distributed to 133 consumers
with minimal online experience to elicit their views and perspectives on how e-service quality affects
e-satisfaction on an online platform. A questionnaire was chosen in this study because it is an efficient
and straightforward method of data collection, allows for data interpretation, and covers all aspects of
the subject under consideration. Pearson Correlation Coefficient Analysis was utilized to determine
the correlation between the independent variables in this study. Additionally, multiple regression was
performed to determine the causal relationship between various independent variables and the
dependent variable.

Result and Discussion
The result of reliability statistics is depending on the 133 valid answers given in this study. The
reliability statistics for security, the Alpha value of 0.871 for the Cronbach, which is higher than 0.70.
Reliability statistics for product quality, the Alpha value of 0.832 for the Cronbach, which is higher
than 0.70 and the reliability statistics of information quality, the Alpha value of 0.824 for the
Cronbach, which is higher than 0.70. A coefficient of reliability of 0.70 or greater is called
"reasonable."

The table below provides a detailed study of the backgrounds of the 133 respondents from different
categories. The descriptive statistics are including gender, educational level, average monthly income,
frequency of using an e-commerce platform, monthly spending on e-commerce platform and most
visited e-commerce platform.

Table 1. Gender
Cumulative
Frequency Percent Valid Percent Percent
Valid Male 64 48.1 48.1 48.1

Female 69 51.9 51.9 100.0
Total 133 100.0 100.0

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