Factors Influencing Customer Satisfaction towards E-shopping in Malaysia

Online shopping or e-shopping has changed the world of business and quite a few people have decided to work with these features. What their primary concerns precisely and the responses from the globalisation are the competency of incorporation while doing their businesses. E-shopping has also increased substantially in Malaysia in recent years. The rapid increase in the e-commerce industry in Malaysia has created the demand to emphasize on how to increase customer satisfaction while operating in the e-retailing environment. It is very important that customers are satisfied with the website, or else, they would not return. Therefore, a crucial fact to look into is that companies must ensure that their customers are satisfied with their purchases that are really essential from the ecommerce’s point of view. With is in mind, this study aimed at investigating customer satisfaction towards e-shopping in Malaysia. A total of 400 questionnaires were distributed among students randomly selected from various public and private universities located within Klang valley area. Total 369 questionnaires were returned, out of which 341 questionnaires were found usable for further analysis. Finally, SEM was employed to test the hypotheses. This study found that customer satisfaction towards e-shopping in Malaysia is to a great extent influenced by ease of use, trust, design of the website, online security and e-service quality. Finally, recommendations and future study direction is provided. Keywords: E-shopping, Customer satisfaction, Trust, Online security, E-service quality, Malaysia

Estudio de la capacidad de absorción del conocimiento en la empresa industrial española: propuesta de un modelo de capacidad de absorción desde la gestión del conocimiento

En esta Tesis Doctoral se investiga el núcleo de la capacidad de absorción de conocimiento en la empresa, para explicar la conversión de su dimensión potencial a realizada, identificando los principales elementos que intervienen en este proceso de absorción. Paralelamente, se propone una conceptualización y un modelo propio de la capacidad de absorción, como competencia directiva, que supone la inclusión de un mecanismo estratégico formado por la gestión tecnológica y las estrategias hacia el exterior (colaboraciones tecnológicas), que interactúa, como fase de gestión, con el resto de fases de la capacidad de absorción (exploración, asimilación, transformación y explotación). A partir de un estudio longitudinal representativo de las empresas industriales españolas, procedente de la Encuesta de Estrategias Empresariales de la Fundación SEPI, se contrasta empíricamente la validez del modelo de capacidad de absorción propuesto y se ofrece una guía de buenas prácticas para su aplicación y puesta en práctica.This Doctoral Thesis investigates the core of the knowledge absorptive capacity in the firm, to explain the conversion of the potential dimension to the realized dimension, identifying the main elements of this absorption process. Simultaneously, it proposes a conceptualization and an own model of the absorptive capacity, as a managerial competence, which involves the inclusion of a strategic mechanism formed by the technology management and strategies toward the outside (technological collaborations), which interacts, as management phase, with the rest of the absorptive capacity phases (exploration, assimilation, transformation and exploitation). From a representative longitudinal study of the Spanish industrial companies, from the Survey of Business Strategies of the SEPI Foundation, contrast empirically the validity of the model of the proposed absorptive capacity and provides a guide to good practices for its application and implementation