泰国顾客对shopee应用的满意度

Yupawan Vannavanit, Sirirat Kosakarika
{"title":"泰国顾客对shopee应用的满意度","authors":"Yupawan Vannavanit, Sirirat Kosakarika","doi":"10.20472/iac.2019.051.045","DOIUrl":null,"url":null,"abstract":"The paper aims to study the level of customer satisfaction in using Shopee application for shopping in Thailand. Shopee is the largest retail e-commerce in Southeast Asia. The study is based Electronic Service Quality Model (E-S-QUAL) and electronic recovery service quality (E-Recs-QUAL). 100 online questionnaires have been distributed to Shoppe customers who had an experience in using Shopee application. The study result reveals that most respondents are single and female with an average age of 21. The level of satisfaction is high for all dimensions. To be more specific, the highest level of satisfaction is witnessed in system availability while privacy, efficiency, responsiveness, fulfillment and contact share similar satisfactory level of high. The lowest is compensation. The study also reveals that there are differences in placing important to those dimensions, which can be divided into 3 categories. High degree of importance efficiency and fulfillment while moderate degree of significance consists of privacy system availability responsiveness. The least importance factors are contact and compensation. The study suggests that the quality of fulfillment should be improved because of there being high level of importance from customer perspective with moderate satisfactory level.","PeriodicalId":419018,"journal":{"name":"Proceedings of the 51st International Academic Conference, Vienna","volume":"14 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"THAI CUSTOMER SATISFACTION IN SHOPEE APPLICATION\",\"authors\":\"Yupawan Vannavanit, Sirirat Kosakarika\",\"doi\":\"10.20472/iac.2019.051.045\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"The paper aims to study the level of customer satisfaction in using Shopee application for shopping in Thailand. Shopee is the largest retail e-commerce in Southeast Asia. The study is based Electronic Service Quality Model (E-S-QUAL) and electronic recovery service quality (E-Recs-QUAL). 100 online questionnaires have been distributed to Shoppe customers who had an experience in using Shopee application. The study result reveals that most respondents are single and female with an average age of 21. The level of satisfaction is high for all dimensions. To be more specific, the highest level of satisfaction is witnessed in system availability while privacy, efficiency, responsiveness, fulfillment and contact share similar satisfactory level of high. The lowest is compensation. The study also reveals that there are differences in placing important to those dimensions, which can be divided into 3 categories. High degree of importance efficiency and fulfillment while moderate degree of significance consists of privacy system availability responsiveness. The least importance factors are contact and compensation. The study suggests that the quality of fulfillment should be improved because of there being high level of importance from customer perspective with moderate satisfactory level.\",\"PeriodicalId\":419018,\"journal\":{\"name\":\"Proceedings of the 51st International Academic Conference, Vienna\",\"volume\":\"14 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"1900-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Proceedings of the 51st International Academic Conference, Vienna\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.20472/iac.2019.051.045\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Proceedings of the 51st International Academic Conference, Vienna","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.20472/iac.2019.051.045","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0

摘要

本文的目的是研究在泰国使用Shopee应用程序购物的顾客满意度。Shopee是东南亚最大的零售电子商务公司。本研究基于电子服务质量模型(E-S-QUAL)和电子回收服务质量模型(E-Recs-QUAL)。我们向有使用Shopee应用程序经验的Shoppe客户发放了100份在线问卷。研究结果显示,大多数受访者为单身女性,平均年龄为21岁。所有方面的满意度都很高。更具体地说,满意度最高的是系统可用性,而隐私、效率、响应性、履行和联系的满意度相似。最低的是薪酬。研究还显示,在这些维度的重要性上存在差异,可分为三类。高重要性、效率和实现度,中等重要性由隐私、系统可用性和响应性组成。最不重要的因素是接触和补偿。研究表明,从顾客的角度来看,满足的重要性程度较高,满意程度中等,满足的质量有待提高。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
THAI CUSTOMER SATISFACTION IN SHOPEE APPLICATION
The paper aims to study the level of customer satisfaction in using Shopee application for shopping in Thailand. Shopee is the largest retail e-commerce in Southeast Asia. The study is based Electronic Service Quality Model (E-S-QUAL) and electronic recovery service quality (E-Recs-QUAL). 100 online questionnaires have been distributed to Shoppe customers who had an experience in using Shopee application. The study result reveals that most respondents are single and female with an average age of 21. The level of satisfaction is high for all dimensions. To be more specific, the highest level of satisfaction is witnessed in system availability while privacy, efficiency, responsiveness, fulfillment and contact share similar satisfactory level of high. The lowest is compensation. The study also reveals that there are differences in placing important to those dimensions, which can be divided into 3 categories. High degree of importance efficiency and fulfillment while moderate degree of significance consists of privacy system availability responsiveness. The least importance factors are contact and compensation. The study suggests that the quality of fulfillment should be improved because of there being high level of importance from customer perspective with moderate satisfactory level.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
自引率
0.00%
发文量
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信