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

Virtual Tourism Destination Image: Glocal identities constructed, perceived and experienced

Het opdoemend netwerk van mondiale hubs en stromen van geld, media, technologie en migratie, hebben geleid tot een algemene bewustwording rond oplopende spanningen tussen mondiale en locale identiteiten en imago’s. Dubai, het onderzoeksdecor van dit proefschrift, is een goed voorbeeld. Met internet en mobiele technologie bestaat het creëren van bestemmingsimago’s niet langer uit een eenzijdig pushproces van massacommunicatie. Steeds belangrijker worden dynamische interactieve processen van reflecteren, selecteren, debatteren en ervaren. Dit proefschrift construeert daarom een dynamisch toeristisch bestemmingsimago-ontwikkelingsmodel waarbij de driehoeksverhouding tussen plaatsidentiteit, geprojecteerd imago en gepercipieerd imago leidt tot een spanningsveld, welke wordt kortgesloten tijdens de reisbeleving, wanneer host (aanbod) en gast (vraag) elkaar ontmoeten. Op dat moment kunnen drie kloven in het model een negatief effect hebben op de klanttevredenheid, hetgeen in dit proefschrift empirisch wordt onderzocht door het meten van geprojecteerd en gepercipieerd imago. Dit wordt bewerkstelligd door een innovatieve methodologie gebaseerd op geautomatiseerde inhoudsanalyse. Het geprojecteerd imago is vestgesteld door middel van inhoudsanalyse op 20 in Dubai gevestigde toeristische websites, terwijl gepercipieerd imago is gemeten door middel van inhoudsanalyse op 1.100 online reacties op een kwalitatief imago-onderzoek. De resultaten tonen aan dat men in Dubai de drie kloven dient te overbruggen, aangezien de snelle ontwikkeling van Dubai als een mondiale hub soms voorbij gaat aan de verankering in de sterke lokale identiteit en het gevestigd imago. Een theoretische oplossing voor het overbruggen van de kloven wordt besproken en conceptueel toegepast in het concluderend hoofdstuk. Het is gebaseerd op de literatuur rond stedelijke of regionale merkontwikkeling en staaft de algemene bruikbaarheid van het model en de onderzoeksmethodologie zoals die in dit proefschrift ontwikkeld werden.Robert Govers, who was born on May 16, 1968 in The Hague, The Netherlands, is currently serving as research coordinator at the Flemish Center for Tourism Policy Studies of the University of Leuven, Belgium. Prior to this he worked in Dubai as a senior lecturer in tourism and marketing for four years, including two years at the Emirates Academy of Hospitality Management. Robert graduated with a Master’ s degree in Marketing from the Rotterdam School of Management, but also holds a Bachelor’ s degree in Information Management. Robert started his teaching career as a visiting lecturer at the Witwatersrand Technikon Johannesburg (RSA). After that he was a Research Associate for the Centre for Tourism Management at the Rotterdam School of Management. With Prof. dr. Frank M. Go, Robert is the author of Entrepreneurship in Tourism, a paperback published in Dutch. He also co-authored several journal articles and conference papers in the field of tourism, hospitality and quality management, e-commerce in tourism and tourism research and marketing. As a project manager, Robert has been involved in many consultancy projects for reputable organisations such as IATA, the European Commission, the Flemish Government and various Dutch ministries and tourism promotion boards.The emerging network of global hubs and flows of finance, media, technology and migration has raised awareness regarding the tensions between global and local identities and images. Dubai, as the central research background for this dissertation, is a good case in point. With internet and mobile technology, creating destination image is no longer a one-way ‘push’ process of mass communication, but rather a dynamic one of selecting, reflecting, sharing, and experiencing. This dissertation therefore constructs a dynamic tourism destination image formation model, which identifies a triadic tension between place identity, its projection and the perceived image. This tension is short circuited during the travel experience, when host (supply) meets guest (demand). At this instance, three potential gaps could negatively affect the level of satisfaction experienced in the host – guest encounter. The empirical research focuses on measuring projected and perceived images in order to test the way in which the gaps can be assessed. This is accomplished through an innovative methodology based on computerised content analysis. The projected image is measured through a content analysis of 20 Dubai based websites while the perceived images are gauged by content analysing 1.100 online responses to a qualitative image survey. The results indicate that for Dubai, the three gaps need bridging as there is a clear tension between its rapid development as a global hub and its strong local identity and image. A theoretical solution for bridging the gaps is discussed and conceptually applied in the concluding chapter. It is based on the destination branding literature and establishes the general usefulness of the model and its research methodology

Commonwealth of Australia

Учебное пособие из цикла «Лингвострановедение» – «Commonwealth of Australia» состоит из 6 глав: «Географическое положение и климат», «Демография Австралии» «Политическая система», «Экономическое развитие» «История Австралии», «Социальная деятельность», каждая из которых делится на подразделы. В книге много иллюстраций, помогающих спроектировать изучение английского языка привлекательным для молодежи. В книге приводятся оригинальные тексты на английском языке, даются всевозможные комментарии к ним, разнообразные диалоги и упражнения для закрепления специальной лексики. Спецкурс позволяет в короткие сроки значительно усовершенствовать свою языковую базу, что является первостепенным условием успешной карьеры в будущем

Bowdoin Orient v.139, no.1-26 (2009-2010)

https://digitalcommons.bowdoin.edu/bowdoinorient-2010s/1000/thumbnail.jp