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

Utilisation de la conduite coopérative pour la régulation de trafic dans une intersection

L objectif de ce travail est d exploiter les potentialités offertes par la conduite coopérative afin de fluidifier le trafic au niveau des intersections isolées. Pour ce faire, nous avons proposé un nouveau système de régulation au sein des intersections en s inspirant du principe de l intersection autonome. Nous avons appelé notre système : SVAC (système du véhicule-actionneur coopératif). Il repose sur la possibilité des échanges d information entre le véhicule et son environnement de conduite.Le SVAC permet une régulation plus précise du trafic puisqu il se base sur les requêtes de droit de passage envoyées par les véhicules réellement présents dans l intersection. En outre, grâce à la signalisation à bord, la régulation consiste à définir les séquences de passage des véhicules, ce qui permet de personnaliser la signalisation. Le gain de précision soulève plusieurs obstacles. D une part, nous nous heurtons systématiquement à l absence de modèles mathématiques permettant d aborder le problème. D autre part, la simple énumération des séquences implique une explosion combinatoire, ce qui ne convient pas à l application temps-réelle de la régulation des intersections. Pour s affranchir des deux problématiques nous avons utilisé les réseaux de Petri P-temporisés. Le modèle nous a permis de décrire sous la forme d équations mathématiques les compteurs des différents évènements observés par les véhicules. Deux objectifs de régulation ont été dégagés après avoir déduit le temps moyen d attente basé sur la formule de Little. Le premier consiste à vider les intersections au plus tôt. Nous avons proposé un algorithme de programmation dynamique et deux heuristiques. La première heuristique est directement issue de l analyse des propriétés du problème posé. La deuxième est basée sur l algorithme de colonies de fourmis. En effet, le problème défini est un cas particulier du problème du voyageur de commerce. Le deuxième objectif de régulation consiste à minimiser instantanément la longueur de la file d attente. Dans ce cadre, nous avons supposé le fonctionnement à vitesse maximale du réseau de Petri. L utilisation des contraintes sur les ressources nous a permis de définir des règles simples de régulation en utilisant le mapping.Dans ce mémoire, nous avons utilisé la simulation microscopique basée sur les lois de poursuite pour s approcher du comportement de conduite. La simulation a servi pour la comparaison des différentes approches proposées dans ce mémoire avec les régulateurs adaptatifs et les intersections autonomes. Dans tous les cas notre approche se distingue par un gain de capacité, ce qui nous a encouragé de reproduire le SVAC à travers un prototype de robots. Cette maquette montre la faisabilité du système au moins pour des applications industrielles.The aim of this work is to benefit from the potential of the cooperative driving in order to optimize the traffic throughput at isolated intersections. To achieve this objective, we have proposed a new traffic control system for isolated intersections: Cooperative Vehicle-Actuation Signalization (CVAS). The concept of this new system is based on the assumption of the ability of exchanging information between each vehicle and the surrounding vehicles or the nearby infrastructure.The system allows more precise control of the traffic since it determines the right-of-way of each vehicle according to its corresponding data sent by the embedded wireless device. The right-of-way is displayed to the driver by means of the onboard signalization. The control system determines the sequence of the vehicles to be directed through the intersection. For the sake of benefiting the improvement brought by the new system, we face several challenges. On the one hand, we are confronted with the absence of a mathematical model to address the control problem. On the other hand, despite the fact that the optimal passing sequence of vehicles can be found by the simple enumeration of all feasible sequences, the exhaustive search does not fulfill the requirements of the real-time application. To overcome these two problems, we seek help from the P-timed Petri nets. This mathematical modeling tool is able to describe the events observed by the position markers in the form of mathematical equations. Two different objectives of the control have been derived from the Little's formula. The first one aims to minimize the maximum exit time of vehicles present in the intersection. An algorithm of dynamic programming and two heuristics have been proposed to achieve this objective. The first heuristic is based on the analysis of the properties of the control problem. The second heuristic is based on the analogy between the dealt problem and the problem of Traveling Salesman Problem, which can be solved successfully by the algorithm of ant colony system. The second objective of the control is to instantly minimize the queue length. A protocol of relaying the right of way has been determined from the assumption of a Petri net that operates at its maximum speed. This simple protocol of control can be extended to all possible layouts of the isolated intersections by using the technique of mapping .In this work, a microscopic model (car-following model) is used to simulate the driving behavior. The simulations show that the CVAS system outperforms the other systems which are popularly used at present. It is even better than some innovative systems based on the technology of the cooperative driving. The good results encouraged us to replicate the system under real conditions through a prototype of NXT robots. The tests of this prototype prove the feasibility of the system at least for industrial applications.BELFORT-UTBM-SEVENANS (900942101) / SudocSudocFranceF