Presentation PBL 1

8/3/2019 Presentation PBL 1

1/13

MarketingResearch

BPMM 3033Group 6

The Factor of Service

Quality of On

-

line

Shopping Ma

ll

Influence The

Customer

Satisfaction


2/13

Group Member


3/13

Introduction1. explore about influencing factors on customer

satisfaction and customer loyalty in the

internet shopping mall through service quality.

2. investigate the characteristics of users

regarding customer satisfaction and customer

loyalty in the purchase of furniture in the

internet shopping mall .

3. customer satisfaction can be divided into two;

definitions driven to outcome and driven to

process (Lee, 1995).


4/13

Background of StudyInternet shopping mall

Is a web site in virtual space in the name of

internet.

Internet shopping mall allows the purchaser

to search & survey the information about

service or product that might be appear by

accessing internet.

Reduce the time/space, easy to acquire

information from customer.


5/13

Service quality

Service

intangible activity/benefit

provided by the services

provider to customer.

Quality

varies depending on the

methods

of approach drivento

transcendental experience,

product, manufacture, value,

and user.


6/13

Customer Satisfaction Can divided into two:

a. Driven to outcome

customer satisfaction conceptualized as result of

recognition of previous experience as perceived by

the customer that the price paid is in the right way or

not desirable, emotional reactions to the retail shop

or buying related to purchased product or service or

reactions on behavior. (Oliver, 1981)

b. Driven to process

it generalizes the whole consumption experience, and

it enables to examine an important process that

reaches customer satisfaction through the measure of

observing unique elements at each stage. (Oliver,

1981)


7/13

Current Issue The past few years witnessed rapid growth in the

number of online stores and also many brick andmortar stores now have a web presence.

In todays sensitive economy consumers, more thanever, are looking for bargains and deals for theirholiday shopping needs.

By shopping around online, the Internet (perhapsmore than any brick and mortar store) offersshoppers these desired savings.

Online shopping reduces the time spent searchingfor the best gifts and as a bonus does not carry thehigh fuel costs of travelling from store to store inorder to find the best deals for this years musthave gifts. (GlobalSignInc, 2008, November 24).


8/13

Research Problem

Internet shopping mall is a business that canoperate at minimum expense with minimumlabor force.

The another point is development of variousinformation communication technology suchas computer has changes the consumption

life of consumer and especially tons ofchanges take place in the consumer selectionthrough their decision making.


9/13

conducting empirical research throughstatistical data obtained from questionnairesurvey by establishing model and hypothesisafter reviewing the literature on customer loyaltyin the order to discover the characteristic that

appeared through the users purchase offurniture.

to explore the influencing factors on customerssatisfaction in the internet shopping mall

through service quality based on the dataobtained from furniture purchaser


10/13

Research Question

a. What is the relationship betweenservice quality of onlineshopping mall and customer

satisfaction?

b. What is the factors of service

quality of online shopping mallthat influence the customersatisfaction?


11/13

Research Objective

to understand the factors ofservices quality of on-lineshopping mall which is product

diversity, tangibles,responsiveness, interaction, andstability that influence thecustomer satisfaction through

using questionnaire from rangeage 20 to 50 years old.


12/13

Research Framework

Service Quality

Product Diversity

Tangibles

Responsiveness

Interaction

Stability

(IV)

CustomerSatisfaction

(DV)


13/13

Thank You

Presentation PBL 1

Documents

Transcript of Presentation PBL 1