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Shopping guarantee and customer e-loyalty: a case study of the Shopee guarantee

Link to publisher's homepage at https://ijbt.unimap.edu.my

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Bibliographic Details
Main Authors: Suhaila, Abdul Hanan, Iffah Masita, Anessa Raihana, Kamsul, Aina Najihah, Aidil
Other Authors: suhai@uum.edu.my
Format: Article
Language:English
Published: School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP) 2022
Subjects:
Customer loyalty
E-service quality
E-recovery
Online shopping
Shopping guarantee
Online Access:http://dspace.unimap.edu.my:80/xmlui/handle/123456789/75782
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spelling my.unimap-757822022-08-02T04:11:42Z Shopping guarantee and customer e-loyalty: a case study of the Shopee guarantee Suhaila, Abdul Hanan Iffah Masita Anessa Raihana, Kamsul Aina Najihah, Aidil Suhaila, Abdul Hanan suhai@uum.edu.my School of Technology Management & Logistics, College of Business, Universiti Utara Malaysia (UUM) Customer loyalty E-service quality E-recovery Online shopping Shopping guarantee Link to publisher's homepage at https://ijbt.unimap.edu.my In order to maintain their advantage in the market, the vast majority of businesses now sell their products digitally. Customers' shopping habits have been affected, which has had a ripple effect on the retail landscape around the world. E-commerce has, however, given rise to several issues, such as online purchasing fraud, which has the potential to damage customer loyalty. As a consequence of this, providing aftersales assurances is a great strategy for developing customer loyalty. This is due to the fact that all companies want their customers to be pleased with the products or services they purchase from them. The purpose of this study is to investigate the relationship between E-service quality and E-recovery in terms of the loyalty of customers who utilised shopping guarantees. A web-based questionnaire was used to collect data. The survey was completed by three hundred sixty-two (362) Shopee customers who had previously made use of the Shopee guarantee. According to the findings, there is a significant relationship between E-service quality and E-recovery with customer E-loyalty. This study shows that shopping guarantees can increase consumer loyalty because they directly impact the long-term sustainability of the supply chain. It is suggested that online shopping platforms companies consider offering shopping guarantees to increase customer loyalty among online shoppers and bring in more customers. 2022 2022-08-02T04:11:41Z 2022-08-02T04:11:41Z 2022-06 Article International Journal of Business and Technopreneurship, vol.12(2), 2022, pages 39-52 2231-7090 (printed) 2232-1543 (online) http://dspace.unimap.edu.my:80/xmlui/handle/123456789/75782 https://ijbt.unimap.edu.my en School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic Customer loyalty
E-service quality
E-recovery
Online shopping
Shopping guarantee
spellingShingle Customer loyalty
E-service quality
E-recovery
Online shopping
Shopping guarantee
Suhaila, Abdul Hanan
Iffah Masita
Anessa Raihana, Kamsul
Aina Najihah, Aidil
Suhaila, Abdul Hanan
Shopping guarantee and customer e-loyalty: a case study of the Shopee guarantee
description Link to publisher's homepage at https://ijbt.unimap.edu.my
author2 suhai@uum.edu.my
author_facet suhai@uum.edu.my
Suhaila, Abdul Hanan
Iffah Masita
Anessa Raihana, Kamsul
Aina Najihah, Aidil
Suhaila, Abdul Hanan
format Article
author Suhaila, Abdul Hanan
Iffah Masita
Anessa Raihana, Kamsul
Aina Najihah, Aidil
Suhaila, Abdul Hanan
author_sort Suhaila, Abdul Hanan
title Shopping guarantee and customer e-loyalty: a case study of the Shopee guarantee
title_short Shopping guarantee and customer e-loyalty: a case study of the Shopee guarantee
title_full Shopping guarantee and customer e-loyalty: a case study of the Shopee guarantee
title_fullStr Shopping guarantee and customer e-loyalty: a case study of the Shopee guarantee
title_full_unstemmed Shopping guarantee and customer e-loyalty: a case study of the Shopee guarantee
title_sort shopping guarantee and customer e-loyalty: a case study of the shopee guarantee
publisher School of Business Innovation and Technopreneurship, Universiti Malaysia Perlis (UniMAP)
publishDate 2022
url http://dspace.unimap.edu.my:80/xmlui/handle/123456789/75782
_version_ 1743108374230204416
score 13.18916

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