Qalaai Zanist Scientific Journal
گۆڤارى قەڵاى زانست

LFU Home

| Qalaai Zanist Home |       ISSN 2518-6566 (Online)
ISSN 2518-6558 (Print)
Qalaai Zanist Scientific Journal  
Volume 2, Issue 2, April 2017

Copyright Statement: This is an open access publication licensed under a Creative Commons Attribution 4.0 International License, which permits unrestricted use, distribution, and reproduction in any medium, even commercially as long as the original work is properly cited.

Paper Title: E-Service Quality Factors Impacting Customers Purchase Retention in E-Retailing in Malaysia
Author (s): Azwar Mehdi Qassim Agha , Department of Business Administration- Lebanese French University
Index Terms: E-service quality, relationship quality, online purchase decision, Customer retention, e-retailing.
Abstract: Many organizations have faced problems and challenges on furnishing online service quality to satisfy the customers. In Malaysia e-retailing is still a new business area. All Malaysians are not exposed to the online transaction over the internet and most often they are still hesitate to make online purchasing due to reasons of security, reliability and threat of fraud on transactions. Education of internet use for reliable information search and internet purchasing is also one of the main factors required to go for e-retailing. Without this technical literacy it would be very difficult for the consumers to go for online purchasing. This study designed and collected data from 148 customers who purchase online. Findings of this study indicate that “Information Quality,” “Internet Security,” “Service reliability” are the key determinants of E-Service Quality among online buyers in Malaysia. The implication for the owner-managers of the businesses in Malaysia is that they must be aware of the significance of the key E-Services Quality indicators while designing their businesses, to attract and retain customers.
Cite This Paper (APA): Mehdi Qassim Agha, A. (2017). E-Service Quality Factors Impacting Customers Purchase Retention in E-Retailing in Malaysia. Qalaai Zanist Scientific Journal, 2(2). doi:10.25212/lfu.qzj.2.2.26
Text Language: English
Pp.: 248 - 264
Full Text:


Researchers and readers of Qalaai zanist are invited to submit their articles with Kurdish, Arabic or English language (to that are consistent with the objective of this journal for publishing in the future issues.


A Scientific Quarterly Refereed Journal, Published by Lebanese French University (LFU) , Erbil - Kurdistan, Iraq
Licensed by Ministry of Higher Education and Scientific Research - Kurdistan Regional Government (Decree 13071/9 in August 29, 2016)
Copyrights @ LFU Erbil, 2016. All rights reserved