Page 134 - FREN-C2021 PROCEEDINGS

Q2: How can the product quality of e-commerce influence e-customer satisfaction in Malaysia?
H2: There is a significant relationship between product quality and e-customer satisfaction in
Malaysia.

H2 is accepted (p=0.000, r=0.730). This provides an insight that product quality has a positive effect
on e-customer satisfaction in Malaysia. As can be seen in the above table, there is a significant
relationship between product quality and e-customer satisfaction (r=0.730, p<0.05). The
relationship’s strength is strong and highly correlated. The quality of the product would help to decide
if the clients will create solid and steadfast relations with online retailers (Vasic, Kilibarda, & Kaurin,
2019). The greater the quality of information gave by the online retailers, the better the choices should
be possible acceptably (Ludin & Cheng, 2014).

Table 9. Correlations between Information Quality & E-Customer Satisfaction
SUM_E-Customer SUM_Information
Satisfaction Quality
**
E-customer Pearson Correlation 1 .757
satisfaction Sig. (2-tailed) .000

N 133 133
Information Pearson Correlation .757 1
**
Quality Sig. (2-tailed) .000

N 133 133
**. Correlation is significant at the 0.01 level (2-tailed).

Q3: In what ways does the information quality of e-commerce impact e-customer satisfaction in
Malaysia?
H3: There is a significant relationship between information quality and e-customer satisfaction in
Malaysia.

H3 is accepted (p=0.000, r=0.757). This provides an insight that information quality has a positive
effect on e-customer satisfaction in Malaysia. As can be seen in the above table, there is a significant
relationship between information quality and e-customer satisfaction (r=0.757, p<0.05). The
relationship’s strength is strong and highly correlated. According to Liu et al. (2008), the researcher
pointed that e-customer satisfaction will improve increasingly due to the higher level of information
quality provided by the organization and online retailers. There are many complaints reported
regarding the product received is not as same as the information stated on the online platforms,
therefore it has made the customer dissatisfied and at the same time, it might cause other customers to
fear and not confident in purchase product from online.

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