Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid

Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid

The effects of e-Commerce on globalization of economic activities have created opportunity as well as threat to the growth of Small and Medium Enterprises (SMEs). There is a need to develop a better understanding of how subscribers of trade portal evaluate e-services, satisfaction and develop e-loya...

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Format: Article
Language:English
Published: Faculty of Business and Management ; UiTM Press 2006
Online Access:http://ir.uitm.edu.my/id/eprint/16755/
http://ir.uitm.edu.my/id/eprint/16755/
http://ir.uitm.edu.my/id/eprint/16755/1/AJ_CHUAH%20KEE%20YONG%20JIBE%2006.pdf
id uitm-16755
recordtype eprints
spelling uitm-167552017-05-08T04:17:59Z http://ir.uitm.edu.my/id/eprint/16755/ Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid The effects of e-Commerce on globalization of economic activities have created opportunity as well as threat to the growth of Small and Medium Enterprises (SMEs). There is a need to develop a better understanding of how subscribers of trade portal evaluate e-services, satisfaction and develop e-loyalty. This research investigated the relationship between core service, supporting services, user interface, perceived value and subscriber satisfaction and loyalty. Data was collected by means of a questionnaire survey distributed to SMEs in Malaysia. The results revealed that user interface and perceived value were the most important drivers of subscriber satisfaction with supporting services a significant but less important driver. A direct link between subscriber satisfaction and loyalty was established. No significant direct effects were found of satisfaction with core service. A positive effect of satisfaction on loyalty of subscriber to continue using the portal was found. A major conclusion was that both perceived value and e-services dimensions should be incorporated into subscriber satisfaction models to provide a more complete picture of the drivers of satisfaction. Faculty of Business and Management ; UiTM Press 2006 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/16755/1/AJ_CHUAH%20KEE%20YONG%20JIBE%2006.pdf UNSPECIFIED (2006) Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid. Journal of International Business, Economics and Entrepreneurship (JIBE), 12 (1). pp. 1-31. ISSN 0128-7494 https://jibe.uitm.edu.my/
repository_type Digital Repository
institution_category Local University
institution Universiti Teknologi MARA
building UiTM Institutional Repository
collection Online Access
language English
description The effects of e-Commerce on globalization of economic activities have created opportunity as well as threat to the growth of Small and Medium Enterprises (SMEs). There is a need to develop a better understanding of how subscribers of trade portal evaluate e-services, satisfaction and develop e-loyalty. This research investigated the relationship between core service, supporting services, user interface, perceived value and subscriber satisfaction and loyalty. Data was collected by means of a questionnaire survey distributed to SMEs in Malaysia. The results revealed that user interface and perceived value were the most important drivers of subscriber satisfaction with supporting services a significant but less important driver. A direct link between subscriber satisfaction and loyalty was established. No significant direct effects were found of satisfaction with core service. A positive effect of satisfaction on loyalty of subscriber to continue using the portal was found. A major conclusion was that both perceived value and e-services dimensions should be incorporated into subscriber satisfaction models to provide a more complete picture of the drivers of satisfaction.
format Article
title Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid
spellingShingle Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid
title_short Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid
title_full Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid
title_fullStr Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid
title_full_unstemmed Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid
title_sort portal satisfaction: a strategy for customer retention in the electronic era / chuah kee yong, t. ramayah and nabsiah abdul wahid
publisher Faculty of Business and Management ; UiTM Press
publishDate 2006
url http://ir.uitm.edu.my/id/eprint/16755/
http://ir.uitm.edu.my/id/eprint/16755/
http://ir.uitm.edu.my/id/eprint/16755/1/AJ_CHUAH%20KEE%20YONG%20JIBE%2006.pdf
first_indexed 2023-09-18T22:56:47Z
last_indexed 2023-09-18T22:56:47Z
_version_ 1777417907127451648

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