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An empirical study on e-service quality influencing customer satisfaction among foreign users of Lazada in Thailand
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Author(s)
Tun Tun Oo.
Other Contributor(s)
University of the Thai Chamber of Commerce. International Business Management.
University of the Thai Chamber of Commerce. International School of Management.
Publisher(s)
University of the Thai Chamber of Commerce
Date Issued
2023
Resource Type
Independent study
Language
English
Abstract
This independent study is to investigate the influence of service quality dimensions on customer satisfaction among foreign users of Lazada in Thailand. In this study, quantitative method was used, and the questionnaire was designed by using the modified ESERVQUAL model. A total of 161 respondents participated in this research, however only 153 respondents’ data were included in the research because eight respondent’s data were screened out from the survey. The result of the study suggests that e-service quality dimensions, such as efficiency (sig at 0.00), availability (sig at 0.01), fulfillment/reliability (sig at 0.01), responsiveness (sig at 0.00), and compensation (sig at 0.00), play important roles in influencing customer satisfaction among foreign users of Lazada. The finding of this study contributes to a better understand of e-service quality dimensions influencing on customer satisfaction and identify the key dimensions which have significant impacts on customer satisfaction of LAZADA, to develop better strategic planning for the organization.
Description
Independent Study (M.B.A. (International Business Management)) -- University of the Thai Chamber of Commerce, 2023.
Degree Level
Masters
Degree Grantor
University of the Thai Chamber of Commerce
Access Rights
Open access
Rights
This work is under copyright of University of the Thai Chamber of Commerce (UTCC). Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
Rights Holder
University of the Thai Chamber of Commerce
Physical Location
University of the Thai Chamber of Commerce
Bibliographic Citation
Tun Tun Oo. (2023). An empirical study on e-service quality influencing customer satisfaction among foreign users of Lazada in Thailand.
Tun Tun Oo (2023). An empirical study on e-service quality influencing customer satisfaction among foreign users of Lazada in Thailand.
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