The impact of online customer experience (OCE) on service quality in Malaysia

Nowadays, online product communities have turned into an integral element of Web-based strategies of many corporations. This facility allows customers to be kept in touch with producer companies. Hence, these conditions raising the importance of customer experience in the online environment as we...

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Main Authors:	Salimi, Mehrdad Salehi Meysam, Haque, A. K. M. Ahasanul
Format:	Article
Language:	English
Published:	IDOSI Publication 2013
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/34476/ http://irep.iium.edu.my/34476/1/The_Impact_of_Online_Customer_Experience_%28OCE%29_on_Service_Quality_in_Malaysia.pdf

id	iium-34476
recordtype	eprints
spelling	iium-344762018-05-24T07:07:56Z http://irep.iium.edu.my/34476/ The impact of online customer experience (OCE) on service quality in Malaysia Salimi, Mehrdad Salehi Meysam Haque, A. K. M. Ahasanul HF5001 Business. Business Administration Nowadays, online product communities have turned into an integral element of Web-based strategies of many corporations. This facility allows customers to be kept in touch with producer companies. Hence, these conditions raising the importance of customer experience in the online environment as well. This quantitative research aimed to develop a new framework to illustrate the determinants of service quality from customer experiences perspective in the online environment in Malaysia. To conduct this study, the four dimensions of customer experience, namely Pragmatic Experience, Sociability Experience, Usability Experience and Hedonic Experience, were at first identified from review of literature. Subsequently, gathering data from 148 respondents in Selangor (Malaysia) was done and the Multiple Regression Analysis was applied to check the associations between each variable and service quality. The developed model covered the 63.7% of variation and showed that service quality is affected by the four identified independent variables significantly. IDOSI Publication 2013 Article PeerReviewed application/pdf en http://irep.iium.edu.my/34476/1/The_Impact_of_Online_Customer_Experience_%28OCE%29_on_Service_Quality_in_Malaysia.pdf Salimi, Mehrdad Salehi Meysam and Haque, A. K. M. Ahasanul (2013) The impact of online customer experience (OCE) on service quality in Malaysia. World Applied Sciences Journal , 21 (11). pp. 1621-1631. ISSN 1818-4952
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Salimi, Mehrdad Salehi Meysam Haque, A. K. M. Ahasanul The impact of online customer experience (OCE) on service quality in Malaysia
description	Nowadays, online product communities have turned into an integral element of Web-based strategies of many corporations. This facility allows customers to be kept in touch with producer companies. Hence, these conditions raising the importance of customer experience in the online environment as well. This quantitative research aimed to develop a new framework to illustrate the determinants of service quality from customer experiences perspective in the online environment in Malaysia. To conduct this study, the four dimensions of customer experience, namely Pragmatic Experience, Sociability Experience, Usability Experience and Hedonic Experience, were at first identified from review of literature. Subsequently, gathering data from 148 respondents in Selangor (Malaysia) was done and the Multiple Regression Analysis was applied to check the associations between each variable and service quality. The developed model covered the 63.7% of variation and showed that service quality is affected by the four identified independent variables significantly.
format	Article
author	Salimi, Mehrdad Salehi Meysam Haque, A. K. M. Ahasanul
author_facet	Salimi, Mehrdad Salehi Meysam Haque, A. K. M. Ahasanul
author_sort	Salimi, Mehrdad Salehi Meysam
title	The impact of online customer experience (OCE) on service quality in Malaysia
title_short	The impact of online customer experience (OCE) on service quality in Malaysia
title_full	The impact of online customer experience (OCE) on service quality in Malaysia
title_fullStr	The impact of online customer experience (OCE) on service quality in Malaysia
title_full_unstemmed	The impact of online customer experience (OCE) on service quality in Malaysia
title_sort	impact of online customer experience (oce) on service quality in malaysia
publisher	IDOSI Publication
publishDate	2013
url	http://irep.iium.edu.my/34476/ http://irep.iium.edu.my/34476/1/The_Impact_of_Online_Customer_Experience_%28OCE%29_on_Service_Quality_in_Malaysia.pdf
first_indexed	2023-09-18T20:49:41Z
last_indexed	2023-09-18T20:49:41Z
_version_	1777409910865133568

The impact of online customer experience (OCE) on service quality in Malaysia

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