Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime

Customer satisfaction plays very important role in online shopping. There is always a drought on what actually drives the customer satisfaction in online shopping. Many studies have been done to understand the customer satisfaction in online shopping, however, as of now, there is no study found that...

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Main Authors:	Imtiaz Ali, Najma, Samsuri, Suhaila, Abu Seman, Muhamad Sadry, Brohi, Imtiaz Ali, Shah, Asadullah
Format:	Conference or Workshop Item
Language:	English English
Published:	IEEE 2016
Subjects:	T10.5 Communication of technical information
Online Access:	http://irep.iium.edu.my/54644/ http://irep.iium.edu.my/54644/ http://irep.iium.edu.my/54644/ http://irep.iium.edu.my/54644/8/54644-Online%20shopping%20satisfaction%20in%20Malaysia_SCOPUS.pdf http://irep.iium.edu.my/54644/14/54644_Online%20shopping%20satisfaction.pdf

id	iium-54644
recordtype	eprints
spelling	iium-546442017-04-20T02:43:46Z http://irep.iium.edu.my/54644/ Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime Imtiaz Ali, Najma Samsuri, Suhaila Abu Seman, Muhamad Sadry Brohi, Imtiaz Ali Shah, Asadullah T10.5 Communication of technical information Customer satisfaction plays very important role in online shopping. There is always a drought on what actually drives the customer satisfaction in online shopping. Many studies have been done to understand the customer satisfaction in online shopping, however, as of now, there is no study found that have exactly define the user satisfaction through trust and security. These are the two factors that have been identified as a major barrier in customer’s satisfaction in online shopping, especially in the business to consumer B2C e-commerce mode. We also consider the cybercrime as another major barrier to achieve the customer satisfaction in online shopping. Although numerous studies have been conducted which related to the area, there is no satisfactory solution for trust and security in online shopping has been attained, therefore, in order to address this issue, we proposed a research framework that emphasize on trust and security mechanisms to achieve customer’s satisfaction. We also show the negative impact of cybercrime on customer trust and satisfaction. In this paper we present the framework that has been designed based on five essential current issues to achieve customer satisfaction in online shopping, which directly impacted the customer’s trust. The essential current issues namely are financial security, personal security, system security, privacy and cybercrime. IEEE 2016 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/54644/8/54644-Online%20shopping%20satisfaction%20in%20Malaysia_SCOPUS.pdf application/pdf en http://irep.iium.edu.my/54644/14/54644_Online%20shopping%20satisfaction.pdf Imtiaz Ali, Najma and Samsuri, Suhaila and Abu Seman, Muhamad Sadry and Brohi, Imtiaz Ali and Shah, Asadullah (2016) Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime. In: 6th International Conference on Information and Communication Technology for the Muslim World (ICT4M 2016), 22nd-24th November 2016, Jakarta, Indonesia. http://ieeexplore.ieee.org/document/7814901/ 10.1109/ICT4M.2016.048
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	T10.5 Communication of technical information
spellingShingle	T10.5 Communication of technical information Imtiaz Ali, Najma Samsuri, Suhaila Abu Seman, Muhamad Sadry Brohi, Imtiaz Ali Shah, Asadullah Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime
description	Customer satisfaction plays very important role in online shopping. There is always a drought on what actually drives the customer satisfaction in online shopping. Many studies have been done to understand the customer satisfaction in online shopping, however, as of now, there is no study found that have exactly define the user satisfaction through trust and security. These are the two factors that have been identified as a major barrier in customer’s satisfaction in online shopping, especially in the business to consumer B2C e-commerce mode. We also consider the cybercrime as another major barrier to achieve the customer satisfaction in online shopping. Although numerous studies have been conducted which related to the area, there is no satisfactory solution for trust and security in online shopping has been attained, therefore, in order to address this issue, we proposed a research framework that emphasize on trust and security mechanisms to achieve customer’s satisfaction. We also show the negative impact of cybercrime on customer trust and satisfaction. In this paper we present the framework that has been designed based on five essential current issues to achieve customer satisfaction in online shopping, which directly impacted the customer’s trust. The essential current issues namely are financial security, personal security, system security, privacy and cybercrime.
format	Conference or Workshop Item
author	Imtiaz Ali, Najma Samsuri, Suhaila Abu Seman, Muhamad Sadry Brohi, Imtiaz Ali Shah, Asadullah
author_facet	Imtiaz Ali, Najma Samsuri, Suhaila Abu Seman, Muhamad Sadry Brohi, Imtiaz Ali Shah, Asadullah
author_sort	Imtiaz Ali, Najma
title	Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime
title_short	Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime
title_full	Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime
title_fullStr	Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime
title_full_unstemmed	Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime
title_sort	online shopping satisfaction in malaysia: a framework for security, trust and cybercrime
publisher	IEEE
publishDate	2016
url	http://irep.iium.edu.my/54644/ http://irep.iium.edu.my/54644/ http://irep.iium.edu.my/54644/ http://irep.iium.edu.my/54644/8/54644-Online%20shopping%20satisfaction%20in%20Malaysia_SCOPUS.pdf http://irep.iium.edu.my/54644/14/54644_Online%20shopping%20satisfaction.pdf
first_indexed	2023-09-18T21:17:18Z
last_indexed	2023-09-18T21:17:18Z
_version_	1777411647945572352

Online shopping satisfaction in Malaysia: A framework for security, trust and cybercrime

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