- Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53. https://doi. org/10.2307/1252310 Arilaha, M. A., Fahri, J., & Buamonabot, I. (2021). Customer Perception of E-Service Quality: An Empirical Study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(6), 287-295.
Paper not yet in RePEc: Add citation now
Ashiq, R., & Hussain, A. (2023). Exploring the effects of e-service quality and e-trust on consumer satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics.
- Ballantine, P. W. (2005). Effects of Interactivity and Product Information on Consumer Satisfaction in an Online Retail Setting. International Journal of Retail and Distribution Management, 33(6), 461–471. https://doi.org/10.1108/09590550510600870 Barnes, D. C., Mesmer-Magnus, J., Scribner, L. L., Krallman, A., & Guidice, R. M. (2021). Customer delight during a crisis: understanding delight through the lens of transformative service research. Journal of Service Management, 32(1), 129–141. https://doi.org/10.1108/JOSM-05-2020-014 Bhatti, A., & Akram, H. (2020). The moderating role of subjective norms between online shopping behavior and its determinants. International Journal of Social Sciences and Economic Review, 2(2), 1-09.
Paper not yet in RePEc: Add citation now
- Brunner, T. A., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: New versus experienced customers. European Journal of Marketing, 42(9–10), 1095–1105. https:// doi.org/10.1108/03090560810891163 Blut, M. (2016). E-Service Quality: Development of a Hierarchical Model. Journal of Retailing, 92(4), 500–517. https://doi.org/10.1016/j.jretai.2016.09.002 Cappelli, L., Guglielmetti, R., Mattia, G., Merli, R., & Francesca Renzi, M. (2011). Testing a customer satisfaction model for online services. International Journal of Quality and Service Sciences, 3(1), 69–92. https://doi.org/10.1108/17566691111115090 Camilleri, M. A. (2021). E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out. Journal of Strategy and Management, 15(3), 377-396.
Paper not yet in RePEc: Add citation now
- Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management and Business Excellence. https://doi.org/10.1080/14783360902781923 Chen, S., & Dhillon, G. (2003). Interpreting Dimensions of Consumer Trust in ECommerce. Information Technology and Management. https://doi.org/10.1023/A:1022962631249 Clement, J “Countries with the highest number of internet users as of March 2019,” Statista, 2020. https://www.statista.com/statistics/262966/number-ofinternet-users-in-selected-countries/ (accessed Sep. 25, 2020).
Paper not yet in RePEc: Add citation now
- Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and loyalty: The Indian experience.
Paper not yet in RePEc: Add citation now
https://doi.org/10.1108/SAJBS-01-2019-0016 Koch, J., Frommeyer, B., & Schewe, G. (2020). Online shopping motives during the COVID-19 pandemic—lessons from the crisis. Sustainability, 12(24), 10247.
- Information Management and Business Review (ISSN 2220-3796) Vol. 16, No. 1, pp. 106-120, SI(1) 2024 Çelik, K. (2021). The effect of e-service quality and after-sales e-service quality on e-satisfaction. Business & Management Studies: An International Journal, 9(3), 1137-1155.
Paper not yet in RePEc: Add citation now
- Information Management and Business Review (ISSN 2220-3796) Vol. 16, No. 1, pp. 106-120, SI(1) 2024 Mpinganjira, M. (2015). Online Store Service Convenience, Customer Satisfaction and Behavioural Intentions: A Focus on Utilitarian Oriented Shoppers. Journal of Economics and Behavioral Studies, 7(1(J)), 36– 49. https://doi.org/10.22610/jebs.v7i1(j).561 Narteh, B. (2013). Service quality in automated teller machines: an empirical investigation. Managing Service Quality: An International Journal, 23(1), 62-89.
Paper not yet in RePEc: Add citation now
- Information Management and Business Review (ISSN 2220-3796) Vol. 16, No. 1, pp. 106-120, SI(1) 2024 Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. The TQM Journal, (ahead-of-print).
Paper not yet in RePEc: Add citation now
- Jain, N. K., Gajjar, H., Shah, B. J., & Sadh, A. (2015). A conceptual framework for measuring e-fulfillment dimensions: A consumer perspective. Journal of Internet Commerce, 14(3), 363-383.
Paper not yet in RePEc: Add citation now
- Jiang, L. A., Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), 191-214.
Paper not yet in RePEc: Add citation now
- Jun, M., Yang, Z., & Kim, D. S. (2004). Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality and Reliability Management, 21(8), 817–840. https://doi.org/10.1108/02656710410551728 Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283–302.
Paper not yet in RePEc: Add citation now
- Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education, Inc.
Paper not yet in RePEc: Add citation now
- Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. In International Journal of Retail and Distribution Management. https://doi.org/10.1108/09590550510581485 Le-Hoang, P. V. (2020). The relationship between online convenience, online customer satisfaction, buying intention and electronic word-of-mouth. Independent Journal of Management & Production, 11(7), 2943-2966.
Paper not yet in RePEc: Add citation now
- Liao, T. H., & Keng, C. J. (2013). Online shopping delivery delay: Finding a psychological recovery strategy by online consumer experiences. Computers in Human Behavior, 29(4), 1849-1861.
Paper not yet in RePEc: Add citation now
Mitchell, V. W. (2001). Re-conceptualizing consumer store image processing using perceived risk. Journal of Business Research, 54(2), 167-172.
- Moorthy, K., Kamarudin, A. A., Govindarajo, N. S., & Ting, L. C. (2022). The upsurge of online shopping in Malaysia during the COVID-19 pandemic. In A New Era of Consumer Behavior-In and Beyond the Pandemic. IntechOpen.
Paper not yet in RePEc: Add citation now
- Nathan, L. (2021) The Boom of Online Shopping in the Covid-19 Era. Available from: https://themalaysianreserve.com/2021/01/01/the-boom-of-onlineshopping-in-covid-19-era/ Olasanmi, O. O. (2019). Online shopping and customers’ satisfaction in Lagos State, Nigeria. American Journal of Industrial and Business Management, 9(6), 1446-1463.
Paper not yet in RePEc: Add citation now
- Oliver. R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research. 17: 460-469.
Paper not yet in RePEc: Add citation now
- Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. In Journal of Retailing. https://doi.org/10.1016/S01482963 (99)00084-3 Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005a). E-S-QUAL. Journal of Service Research. https://doi.org/10.1177/1094670504271156 Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005b). E-S-QUAL is a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156 Putra, H. U., & Antonio, F. (2021). Antecedents of e-service quality, customer satisfaction and trust affect customer intention. Jurnal Mantik, 5(2), 1104-1112.
Paper not yet in RePEc: Add citation now
Rahman, F., & Norman, R. T. (2016). The effect of firm scale and CSR geographical scope of impact on consumers' response. Journal of Retailing and Consumer Services, 28, 189-198.
- Raman, R. S., Evdokimov, L., Wurstrow, E., Halderman, J. A., & Ensafi, R. (2020, October). Investigating largescale HTTPS interception in Kazakhstan. In Proceedings of the ACM Internet Measurement Conference (pp. 125-132).
Paper not yet in RePEc: Add citation now
- Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon. https://doi.org/10.1016/j.heliyon.2019.e0269.
Paper not yet in RePEc: Add citation now
- Salkind, N. (2012). Convenience Sampling. In Encyclopaedia of Research Design. https://doi.org/10.4135/9781412961288.n78 Setyaning, A. N. A., & Nugroho, S. S. (2020). The influence of website characteristics on customer satisfaction and E-WOM in Indonesia. Jurnal Siasat Bisnis, 148-167.
Paper not yet in RePEc: Add citation now
- Samuel, S., & Anita, T. (2023). The relationship between trends in technology use and repurchase intention. International Journal of Data and Network Science, 7(1), 449-456.
Paper not yet in RePEc: Add citation now
- Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal. https://doi.org/10.1108/09604520310476490 Salim, M., Hayu, R. S., Agustintia, D., Annisa, R., & Daulay, M. Y. I. (2023). The Effect of Trust, Perceived Risk and E-Service Quality on the Intention to Purchase of E-Commerce Consumers in Indonesia. Journal of Madani Society, 2(1), 53-66.
Paper not yet in RePEc: Add citation now
- Shuraddin, S. K. M., & Adnan, W. H. (2022). E-commerce platforms and social media tools: The impact on Malaysian young adults’ buying behavior. SEARCH Journal of Media and Communication Research (SEARCH), 15.
Paper not yet in RePEc: Add citation now
- Statista, 2021b. U.S. grocery store sales in 2021 [WWW Document]. Groc. Store Sales U. S. 1992 2021. https://www.statista.com/statistics/197621/annualgrocery-store-sales-in-the-us-since-1992/ (accessed 1.6.23).
Paper not yet in RePEc: Add citation now
- Suryani, T., Fauzi, A. A., & Nurhadi, M. (2020). The Determinant of Website Quality and E-Service Quality at SME In Indonesia. Jurnal Manajemen dan Kewirausahaan, 22(2), 131-141.
Paper not yet in RePEc: Add citation now
- Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). EService Quality, E-Satisfaction and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence from Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1). https://doi.org/10.1088/1757899X /131/1/012012 Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers' quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.
Paper not yet in RePEc: Add citation now
- U.S. International Trade Administration. (2022). Malaysia-Country Commercial Guide. https://www.trade.gov/country-commercial-guides/malaysia-ecommerce.
Paper not yet in RePEc: Add citation now
- Wang, Y., Lo, H. P., & Hui, Y. V. (2003). The Antecedents of Service Quality and Product Quality and Their Influences on Bank Reputation: Evidence from the Banking Industry in China. Managing Service Quality: An International Journal, 13(1), 72–83. https://doi.org/10.1108/09604520310456726 Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality: scale development and managerial implications. International Journal of operations & production Management, 24(11), 1149-1174.
Paper not yet in RePEc: Add citation now
- Zamboni, L., Carli, S., Belleri, M., Giordano, R., Giulia, S., & Lugoboni, F. (2021). COVID-19 lockdown: Impact on online gambling, online shopping, web navigation and online pornography. Journal of Public Health Research, 10, 1959.
Paper not yet in RePEc: Add citation now