Authenticity is the ability of retailers to identify the real identity of a person whom they dealing on the internet. So, both buyer and seller should build trust with each other so that they will be more confident to make a transaction. This can improve the security and privacy in the website.
2.4.1.4 Confidentiality
Retailers must ensure that all customer’s data are confidential. Customer will feel safe if the data given is treated as confidential.
2.4.1.5 Privacy
A good security occurs when the retailers able to control users information from being used by the unauthorized party. Privacy is also the main issues that affect online customer satisfaction.
2.4.1.6 Availability
Availability means that the e-commerce site available to function …show more content…
It is the stage where consumer will evaluate whether they has made the right choice or not in buying this product. After using the product, customer will have a sense of feeling, either feeling of satisfaction or feeling of disappointed. If the customer felt satisfied with the purchases, they are very likely to become a regular customer plus they might influence other people to purchase on the website. In contrast, if the customer felt dissatisfied with the product purchases, they might not repeat the purchases in the future and they will not recommend this website to the other people (Boundless, …show more content…
It is quite complex to fulfill the promises in the future because we cannot predict what is going on in the future. Generally, it is an important aspect to delivering the promises especially when delivering products and services to the customers. Moreover, it is hard to determine whether that customer received the right product as per their purchase or not. To add value in customer’s satisfaction, it is important that seller provide a good packaging to the customers. This is because customer would be satisfied when they see the product been delivered in a good condition which according to their expectations (Vegiayan, Ming, & Harun, 2013).
2.5.2 Customer services
Customer services and customer satisfaction are inter-related. The higher the customer service offered to customers, the higher the customer satisfaction. Services has its own unique characteristics which are intangilbility, perishability, inseparability and heterogeneity (Munusamy, Chelliah, & Mun, 2010)
Luo, Ba, & Zhang, (2012) stated that the services provided to customers such as the level of responsiveness, trustworthiness, and the manner of handling customer complaints has been considered as a key factor that influence customer satisfaction. In ecommerce, online service like order tracking number and online order fulfilment is the additional aspect for customer
2.4.1.4 Confidentiality
Retailers must ensure that all customer’s data are confidential. Customer will feel safe if the data given is treated as confidential.
2.4.1.5 Privacy
A good security occurs when the retailers able to control users information from being used by the unauthorized party. Privacy is also the main issues that affect online customer satisfaction.
2.4.1.6 Availability
Availability means that the e-commerce site available to function …show more content…
It is the stage where consumer will evaluate whether they has made the right choice or not in buying this product. After using the product, customer will have a sense of feeling, either feeling of satisfaction or feeling of disappointed. If the customer felt satisfied with the purchases, they are very likely to become a regular customer plus they might influence other people to purchase on the website. In contrast, if the customer felt dissatisfied with the product purchases, they might not repeat the purchases in the future and they will not recommend this website to the other people (Boundless, …show more content…
It is quite complex to fulfill the promises in the future because we cannot predict what is going on in the future. Generally, it is an important aspect to delivering the promises especially when delivering products and services to the customers. Moreover, it is hard to determine whether that customer received the right product as per their purchase or not. To add value in customer’s satisfaction, it is important that seller provide a good packaging to the customers. This is because customer would be satisfied when they see the product been delivered in a good condition which according to their expectations (Vegiayan, Ming, & Harun, 2013).
2.5.2 Customer services
Customer services and customer satisfaction are inter-related. The higher the customer service offered to customers, the higher the customer satisfaction. Services has its own unique characteristics which are intangilbility, perishability, inseparability and heterogeneity (Munusamy, Chelliah, & Mun, 2010)
Luo, Ba, & Zhang, (2012) stated that the services provided to customers such as the level of responsiveness, trustworthiness, and the manner of handling customer complaints has been considered as a key factor that influence customer satisfaction. In ecommerce, online service like order tracking number and online order fulfilment is the additional aspect for customer