Investigating The Level of Satisfaction Among Uitm Kota Bharu Online Shoppers

1.
INTRODUCTION
1.1
Background Information
Business online is also known as e- business or electronic commerce. It refers to

conducting business transactions over the Internet, which includes exchange of
information of value in the form of products and services as well as payments, using webbased technologies. Shopping through business online is called as online shopping. It
allows customers to directly buy goods or services from a seller over the Internet using a
web browser. Business online has no different from ordinary business except that it is
facilitated by web based technologies.
The system of online shopping was invented by English entrepreneur, Michael Aldrich in
1979. His system connected a modified domestic TV to a real-time transaction processing
computer via a domestic telephone line. Online business are expanding widely in all over
the world nowadays and the system of this type of business just got better and better
according to the technology enhancement. The order can just be done in one click and the
transactions are easier now.
An online transaction can be done in fully online mode for electronic products such as
music, video clips, e-books, air tickets, cinema tickets, hotel booking, share trading,
banking service and more. It also can be done in mixed mode where order and payment
are done online while delivery is done offline. The examples of these famous online
business now is Amazon.com, ebay, Lazada.com, Zalora and many more.
Regarding in Malaysia, e-business was growth and also spread widely in urban and also
in rural area. The growth of internet usage is encouraging some changes in the behavior
of customer purchasing process and it has become one of the most significant
communication channels in the world. Many of Malaysian prefer to shopping via internet
rather than ordinary shopping. For them shopping via internet provided them with many
choices, latest trended and the price also more cheaper than the ordinary shopping.
Shopping via internet also becomes trend for student and staff of UiTM Kota Bharu
because they have has money, shopping interest and also knowledge on online shopping.
INVESTIGATING THE LEVEL OF SATISFACTION AMONG UITM KOTA BAHARU ONLINE SHOPPERS
Page 1
Despite the advantages of internet shopping, there are still some problem that was facing
by online shoppers especially among UiTM Kota Bharu online shoppers. They were
under risk and danger of being cheating and so on because shopping via internet are
different way from ordinary shopping. As an example, online shopping not provided face
to face commercial transaction as practices by ordinary shopping.
This study was conducted to determine the level of satisfaction among UiTM Kota
Baharu online shoppers and to find the best way to for the problem facing by them.
1.2
Problems Statement
Page 2
Despite the advantages of shopping via internet, there are several

issues that disrupting the behavior of UiTM Kota Bharu online shoppers
toward online shopped. Firstly, most of UiTM Kota Bharu online
shoppers were concern about the available services provided by online
vendors and retailer. They were concern about their dissatisfaction
toward the difficulties to getting enough information and details of
goods and items that was shown on the websites. This is happen
because lack of mutual communication between buyer and seller, and
as seller they should know that customer needs more information and
details before buying the product. This factor will disrupt and effecting
buying behavior among online shoppers .It is important for them to
get enough information because as consumer they have the right to
choosing and compare for each product before making decision to buy
the best product. Besides that, online shoppers also unsatisfied with
the delivery services of goods and product by the business. Many of
them complains that the of shipping of product always not follow the
schedule and time as seller was promises. Online shoppers also
complains that sometimes product always receive late by customers
and sometimes products or items are shipped but delivered to the
wrong address; stolen from the porch; or inadvertently left in a hidden
spot.
Secondly, online shoppers of UiTM Kota Bharu were concerning about
their security when they shops online. Most of them were worried to
give their information such as address, account number and phone
number because worried to become as victims of cybercrime.
According to data by Cyber Security Malaysia, there are 6800 cases of
cybercrime was reported in Malaysia for January to July 2015.
According to that report, fraud has been the top cybercrime in Malaysia
for the last five years and even if a person spends just an hour a week
on the Internet, the chances of him or her becoming a victim of
cybercrime are about 64 percent .This data was good enough to make
them felt worried and uncomfortable to shop online. As the precaution
pelan, they needs to be aware more caution when do online shopping.
Thirdly, this survey is conducting to understanding and investigating
the level of customer satisfaction toward the quality of product.
Majority of online shoppers admitted that online shopping offered them
with various product, up-to-date product, and the price of goods also
more cheaper rather than ordinary shopping. However there are some
Page 3
issues regarding the quality of product such as received goods from an

online seller that dont match the original description.
1.3
Objectives
There are some objectives that need to achieved by doing this survey:
1. To investigate level of satisfaction among UiTM Kota Bharu online shoppers.
2. To determine UiTM Kota Bharu online shoppers level of awareness towards online
shopping security.
3. To analyze level of customer satisfaction toward product quality.
4. To identify the type of payment transaction and service delivery of online business.
5. To create recommendation on how to improve the system of online business.
Page 4
1.4
Scope of Study
This study is conducted among staff and students of UiTM Kota Bharu Kelantan. We are
choosing the person who have and experience on online shopping as our responden on
this study. This sampling was not included the student and staff who have no experience
on online shopping because they have no experience and cannot give respond on our
study. A set of survey question was were given to the respondent to answered the
questionnaire.
2.0
METHODOLOGY
2.1
Sampling Respondent
Page 5
The respondent for this study is the customers of online shopping. The respondents were
chosen by simple random sampling technique among student, lecturer, staff and others.
2.2
Questionnaires
Questionnaires were being distributed to the customer of online shopping to gather

information on the customers background and their respond towards the online
shopping. The customers responses to the questionnaires enable the identification of
contributory factors which lead to customers satisfaction.
2.3
Data Collection
There are several data being collected from customer of online shopping including
demographic information, the bad side of online shopping and the customer level of
satisfaction towards services given. All the data was collected by distributing
questionnaires.
2.4
Data Analysis
The data that being collected from the customer of online shopping then being analysed
for each question that have been asked. The analysis from the data then being transfer
into diagram and tables.
3.0
FINDING
Page 6
The result of the report are categorized into every section

3.1
Section A: Demographic Profile

3.1.1
Gender
Tables 3.1: Gender of respondent.
Gender
Male
Female
Frequency
7
23
Percentages
23.33
76.67
Gender
23%
MALE
FEMALE
77%
Figure 3.1: The gender of respondent.

From the figures 3.1 above, the study found that 23.33 percent of respondent are
male and the rest of 76.67 of respondent are female respondent. To complete this
research, we have decided to disseminate 30 questionaires to 40 respondents
randomly at UiTM Kota Bharu.
3.1.2
Age
Tables 3.2: Table age of respondent.
Page 7
Age (year)
20-25
26-30
31-35
36-40
41-45
46-50 and above
Frequency
26
3
1
-
Percentages %
86.67
7.5
3.3
-
Age of respondent
20-25
8% 3%
26-30
31-35
36-40
89%
41-45
46-50 AND ABOVE
Figures 3.2: Age of respondent.

From the figures 3.2 above, the study found that almost 86.67 percent of
respondent are age between 20-25 years old, 7.5 percent of respondent are age
between 26-30 and 3.3 of them are age between 31-35.
3.1.3
Marital Status
Table 3.3: Tables of marital status of respondent
Marital Status
Single
Married
Divorces
Frequency
24
6
-
Percentages %
80
20
-
Page 8
Marital status of respondent
20%
1%
SINGLE
MARRIED
DIVORCES
79%
Figures 3.3: Marital status of respondent.

From the figure 3.3 above, the study found that 80 percent of the respondents at
UiTM Kota Bharu are singles meanwhile the balance of 20 percent of respondent
was married.
3.1.4
Races
Tables: 3.4 Tables of races.
Races
Malay
Chinese
Indian
Others
Frequency
30
0
0
0
Percentages %
100
-
Page 9
Race of respondent
MALAY
100%
Figures 3.4: Race of respondent

Figures 3.4 show the respondent at UiTM Kota Bharu is Malay. There are no
respondent from Chinese, Indian and others.
3.1.5
UiTM Status.
Tables: 3.5 Tables of occupation of respondent.
Uitm Status
STUDENT
STAFF
Frequency
27
3
Percentage %
90
10
10
Page
UiTM Status of respondent
3%
STUDENT
STAFF
97%
Figure 3.5: UiTM status of respondent.

Figures 3.5 shows the UiTM status of respondent which majority of them are
from graduates that bring total 90 percent
meanwhile another 20 percent
respondent are staff of UiTM Kota Bharu.
3.1.6
Frequency of making online shopping.

Tables 3.6: frequency of respondent buying online.
Frequency Of Making Online Shopping
Frequency
Percentage %
(Per Month)
1-2 times
26
86.67
11
Page
3-4 times
13.33
Frequency of making online shopping by respondent.
13%
1-2 times
3-4 times
87%
Figure 3.6: Frequency of making online shopping by respondent.

Figure 3.6 above show the frequency of respondent among UiTM Kota Baharu
online shoppers. Majority of shoppers buying about 1-2 times per month with
ratio 86.67 percent, meanwhile 13.33 percent of shoppers buying 3-4 times per
month.
3.2
SECTION B: SERVICES
3.2.1
Risk not to see the product in real

Table 3.7: The risk not to see the product in real
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Risk not to see theproduct in real

Strongly disagree
Disagree
Agree
Strong agree
Frequency
1
2
17
10
Percentage (%)
3.33
6.67
56.67
33.33
The risk not to see the product in real
3%7%
Strongly disagree
Disagree
33%
Agree
Strongly agree
57%
Figure 3.7: Risk not to see the product in real

From the figure 3.7 above the study found that the most percentage only 57
percent of the respondents agree that the risk not to see the product in real while
buying. 33 percent of the respondents strongly agree risk not to see the product in
real during buying. 7 percent of the respondents disagree with this statement.
While the less percentage only 3 percent of the respondents strongly disagree that
the risk not to see the product in real during buying.
3.2.2
Web store has fast delivery speed

Table 3.8: The web store has fast delivery speed
The web store has fast delivery speed.

Strongly disagree
Frequency
0
Percentage (%)
0
13
Page
Disagree
Agree
Strongly agree
7
20
3
23.33
66.67
10
The web store has fast delivery speed
10%
23%
Strongly disagree
Disagree
Agree
Strongly agree
67%
Figure 3.8: The web store fast delivery speed

From figure 3.8 shows the most percentage only 67 percent of the respondents
strongly agree that the web store needs has fast delivery speed during delivery
goods to customer. 23 percent of the respondents disagree with this statement 10
percent of the respondents. While the less percentage only 0 percent of the
respondents strongly disagree that the web store should has fast delivery speed.
3.2.3
Delivery fees
Table 3.9: Delivery fees are high
Delivery fees are high

Strongly disagree
Frequency
1
Percentage (%)
3.33
14
Page
Disagree
Agree
Strongly agree
11
14
4
36.67
46.67
13.33
Delivery fees are high

Strongly disagree
Disagree
13%
Agree
Strongly agree
3%
37%
47%
Figure 3.9: Delivery fees are high

agree that delivery fees are high. Only 13 percent strongly agree with this
statement. While only 37 percent of customers disagree the delivery fees are
high. The less percentage only 3 percent of the respondents strongly disagree that
delivery fees are high.
3.2.4 Products on the internet is cheaper than it should be

Table 4.0: Products on the internet is cheaper than it should be
Products on the internet is cheaper
Frequency
Percentage (%)
than it should be
15
Page
Strongly disagree
Disagree
Agree
Strongly disagree
1
9
16
4
3.33
30
53.33
13.33
Products on the internet is cheaper than it should be
13% 3%
Strongly disagree
Disagree
30%
Agree
Strongly agree
53%
Figure 4.0: Products on the internet is cheaper than it should be

From figure 4.0 shows the most percentage only 53.33 percent of the respondents
agree that the products on the internet is cheaper than it should be. While disagree
with this statement only 30 percent. Next, 13.33 percent of respondents strongly
agree the product on the internet is cheaper than it should be. While, the less
percentage only 3.33 percent of the respondents strongly disagree that product on
the interest is cheaper than it should be.
3.2.5
The web store provides guarantees

Table 4.1: The web store provides guarantees

Strongly disagree
Disagree
Frequency
3
15
Percentage (%)
10
50
16
Page
Agree
Strongly agree
11
1
36.67
3.33
3% 10%
Strongly disagree
Disagree
37%
Agree
50%
Strongly agree
Figure 4.1: The web store provides guarantees

From figure 4.1 the study found that 50 percent of the customers disagree that the
web store provides guarantees, 37 percent of the customers agree with the
statement, and merely 10 percent of the customer strongly disagree with the
statement and 3 percent of the customer the web store provides guarantees.
3.2.6
Delivery time is longer than it should be

Table 4.2: Delivery time is longer than it should be

Strongly disagree
Disagree
Frequency
2
10
Percentage (%)
6.67
33.33
17
Page
Agree
Strongly agree
17
1
56.67
3.33
3% 7%
Strongly disagree
33%
57%
Disagree
Agree
Strongly agree
Figure 4.2: Delivery time is longer than it should be

From figure 4.2 the study found that 57 percent of the customers agree percent the
delivery time is longer than it should be, 33 percent of the respondents disagree
with this statement, 7 percent of the customers strongly disagree with this
statement and 3 percent of the delivery time is longer than it should be.
3.2.7
Internet shopping provides more variety of
products.
Table 4.3: Internet shopping provides more variety of
products.
Internet shopping provides
more
Frequen
cy
Percentage
(%)
18
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variety of products
Strongly disagree
Disagree
Agree
Strongly agree
0
3
20
7
0
10
66.67
23.33
Internet shopping provides more variety of products
23%
10%
strongly disagree
disagree
agree
strongly agree
67%
Figure 4.3: Internet shopping provides more variety of

products.
From the figure 4.3 above the study found that the most
percentage only percent of the respondents agree that the
internet shopping provides more variety of products. 23 percent
of the respondents strongly agree the internet shopping provides
more variety of products. 10 percent of the respondents disagree
with this statement.
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3.2.8 I believe in the information that the web store

provides to me.
Table 4.4: I believe in the information that the web store
provides to me.
more variety
of products
Strongly disagree
Disagree
Agree
Strongly agree
Frequen
cy
Percentage
(%)
0
9
18
3
0
30
60
10
I believe in the information that the web store provides to me.
10%
strongly disagree
30%
disagree
agree
strongly agree
60%
Figure 4.4: I believe in the information that the web store

provides to me.
percentage only 60 percent of the respondents agree that I
believe in the information that the web store provides to me. 30
percent of the respondents disagree I believe in the information
20
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that the web store provides to me. 10 percent of the

respondents disagree with this statement.
3.2.9 I believe the web is trustful in its dealings with me.

Table 4.5: I believe the web is trustful in its dealings with
me.
more
variety of products
Strongly disagree
Disagree
Agree
Strongly agree
Frequenc
y
Percentage
(%)
0
7
20
3
0
23.33
66.67
10
I believe the web is trustful in its dealings with me.
10%
23%
strongly disagree
disagree
agree
strongly agree
67%
21
Page
Figure 4.5: I believe the web is trustful in its dealings

with me.
percentage only 57 percent of the respondents agree that I
believe the web is trustful in its dealings with me. 23 percent of
the respondents disagree believe the web is trustful. 10 percent
of the respondents strongly agree with this statement.
3.2.10
The product on the web store are always
available.
Table 4.6: The product on the web store are always
available.
more
variety of products
Strongly disagree
Disagree
Agree
Strongly agree
Frequen
cy
Percentage
(%)
0
15
13
2
0
50
43.33
6.67
22
Page
The product on the web store are always available.

7%
Strongly Disagree
Disagree
Agree
50%
strongly Agree
43%
Figure 4.6: the product on the web store are always

available.
percentage only 50 percent of the respondents disagree that the
product on the web store are always available. 43 percent of the
respondents agree the product on the web store are always
available. 7 percent of the respondents strongly agree with this
statement.
3.2.11
The website clearly shows how I can contract
or communicate with the company.

Table 4.7: the website clearly shows how I can contract or
communicate with the company.
23
Page

more
variety of products
Strongly disagree
Disagree
Agree
Strongly agree
Frequenc
y
Percentage
(%)
0
6
20
4
0
20
66.67
13.33
The website clearly shows how I can contract or communicate with the comp
7%
21%
strongly disagree
disagree
agree
strongly agree
71%
Figure 4.7: The website clearly shows how I can contract

or
communicate with the company
percentage only 72 percent of the respondents agree that the
website clearly shows how I can contract or communicate with
the company. 21 percent of the respondents disagree the
website clearly shows how I can contract or communicate with
the company. 7 percent of the respondents strongly agree with
this statement.
3.3
SECTION C: SECURITY
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Page
3.3.1 I think either safe to use credit card for online

payment.
Table 4.8: I think either safe to use credit card for online
payment.
more
variety of products
Strongly disagree
Disagree
Agree
Strongly agree
Frequency
Percentage
(%)
0
14
11
5
0
46.67
36.67
16.67
I think either safe to use credit card for online payment.
strongly disagree
16.67
disagree
46.67
agree
strongly agree
36.67
Figure 4.8: I think either safe to use credit card for online
payment.
percentage only 46.67 percent of the respondents disagree that i
think either safe to use credit card for online payment. 36.67
percent of the respondents agree that i think either safe to use
credit card for online payment. 16.67 percent of the respondents
strongly agree with this statement.
25
Page
3.3.2
Financial information
Table 4.8: I am concerned about the possible interception of
Financial information by an unidentified third party
I am concerned about the possible
Frequency
Percentages (%)
1
6
22
1
3.333
20
73.333
3.333
interception of financial information

by an unidentified third party.
Strongly disagree
Disagree
Agree
Strongly agree
oncerned about the possible interception of financial information by an unidentif
3% 3%
20%
Strongly disagree
disagree
Agree
73%
Strongly agree
Figure 4.8: I am concerned about the possible interception of

financial information by an unidentified third party.
26
Page
The figure above show differentiation opinions about the possible interception of
financial information by an unidentified third party, 74percent is agree about this
statement and both of strongly disagree and strongly agree in 3 percent and 20
percent customers disagree about it.
3.3.3
Personal information
Table 4.9: I am willing to give my personal information
when shopping on the internet.
I am willing to give my personal

information when shopping on the internet.
Strongly disagree
Disagree
Agree
Strongly agree
Frequency
Percentages
3
19
7
1
(%)
10
63.33
23.333
3.33
I am willing to give my personal information when shopping on the intern
23%
strongly Disagree
3% 10%
Disagree
Agree
63%
strongly agree
Figure 4.9: I am willing to give my personal information when

shopping on the internet.
27
Page
The Figure above show about the information about give personal information
when shopping on the internet, customer disagree about giving personal
information on the internet in 64 percent, 23 percent agree customer about it,
strongly disagree is 3 percent and only 10 percent is strongly disagree.
3.3.4
Credit Card Information

Table 5.0: It is a risk for me to give credit card information.
It is a risk for me to give credit

card information.
Strongly Disagree
Disagree
Agree
Strongly agree
Frequency
Percentages
3
3
6
18
(%)
10
10
20
60
It is a risk for me to give credit card information.

10%
60%
10%
20%
Strongly Disagree
Disagree
Agree
strongly Agree
Figure 5.0: It is a risk for me to give credit card information.

The Figure above show about the giving credit card information to other, in 60
percent customers in our survey is strongly agree about this, 20 percent is agree
28
Page
and both of the customers in strongly disagree and disagree about 10 percent
respectively.
3.3.5 The standard health requires

Table 5.1: The product fulfills the standard health requires.
The products fulfills the standard
Frequency
Percentages (%)
health requires.
Strongly Disagree
Disagree
Agree
Strongly agree
8
22
-
26.66
73.33
-
The product fulfills the standard health requires
27%
Strongly Disagree
Disagree
Agree
Strongly Agree
73%
Figure 5.1: The product fulfills the standard health requires.

The Figure above show about the product fulfills the standard
health requires, 73.33 percent customers are agree that the
product fulfills the standard health requires and only 26.66
percent disagree about this.
29
Page
3.4
SECTION D: QUALITY
3.4.1 Internet shopping provides a better quality product.
Table 5.2: Internet shopping provides a better quality product.
Internet shopping provides a
Frequency
Percentages (%)
better quality product.

Strongly Disagree
Disagree
Agree
Strongly Agree
1
10
17
2
3.33
56.66
33.33
6.66
Internet shopping provides a better quality product.
Strongly Disagree
7% 3%
Disagree
Agree
33%
57%
Strongly Agree
Figure 5.2: Internet shopping provides a better quality product.

The Figure above show about internet shopping provided a better quality for the
customers 57 percent agree about this statement and strong disagree 33 percent
dot not agree about this. Besides that, 7 percent is strongly agree the company
provide a good quality product and only 3 percent strongly disagree.
30
Page
3.4.2
The primary computer I use for internet shopping is too slow
Table 5.3: The primary computer I use for internet shopping is too slow
The primary computer I use
for internet shopping is too show
Strongly Disagree
Disagree
Agree
Strongly Agree
Frequency
Percentages (%)
6
22
2
20
73.333
6.66
The primary computer I use for internet shopping is too show
7%
20%
Strongly Disagree
Disagree
Agree
73%
Strongly Agree
Table 5.3: The primary computer I use for internet shopping is to show
Figure above show about I am willing to give my personal information when
shopping is to show. In 73 percent customer said is agree because computer is
one of the complete item to get the information, 20 percent is disagree. And only
7 percent customers is strongly agree about this.
3.4.3 Pictures clear

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Page
Table 5.4: Pictures of the items were clearer.

Pictures of the items were clearer.
Strongly disagreed
Disagreed
Agreed
Strongly agreed
Frequency
0
2
24
4
Percentage (%)
0
6.67
80
13.33
80
80
70
60
50
40
30
13.33
20
10
0
6.67
Strongly disagree
disagree
disagree
agree
agree
Strongly agree
strongly agree
Figure 5.4: Pictures of the items were clearer.

From the figure 5.4 the study found that 80 percent of the customers agree that the
picture of the items is clearer. 13.33 percent of the client strongly agree that the
picture of the item is clearer, 6.67 percent disagree with the statement, and merely
0 percent strongly disagree if staff do not show the pictures of the item clearer.
3.4.4
Information and description of the products
32
Page
Table 5.5: There is not enough information and description of items provides
by business vendors
Shop online if more extensive
Frequency
Percentage (%)
descriptions of item
Strongly disagree
Disagree
Agree
Strongly agree
0
7
20
3
0
23.33
66.67
10
There is not enough information and description of items provides by business v
10%
23%
strongly disagree
disagree
agree
strongly agree
67%
Figure 5.5: There is not enough information and description of items

provides by business vendors
The most of the respondents are agree that the information and description of the
items are not enough, 67 percent said agree, 23 percent are disagree. Only 10
percent respondents are strongly agree about information and description of the
items.
3.4.5
Pictures and colours are clear and representative of the products
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Page
Table 5.6: Pictures and colours are clear and representative of the products
Pictures and colours are clear and
Frequency
Percentage (%)
representative of the products.

Strongly disagree
Disagree
Agree
Strongly agree
0
6
21
3
0
20
70
10
Pictures and colours are clear and representative of the products
10%
20%
strongly disagree
disagree
agree
70%
strongly agree
Figure 5.6: Pictures and colours are clear and representative of the products
From the figure 5.6 study found that 70 percent of the customers agree that
pictures and colours are clear and representative of the products. 20 percent of the
clients disagree with this statement. 10 percent of respondents strongly disagree
the pictures and colours are clear and representative of the products and 0 percent
of the clients strongly disagree with this statement.
3.4.6 Compare products by seeing and touching them
Table 5.7: Compare products by seeing and touching them before buying
34
Page
Compare products by seeing and
Frequency
Percentage (%)
touching them before buying

Strongly disagree
Disagree
Agree
Strongly agree
1
4
20
5
3.33
13.33
66.67
16.67
Compare products by seeing and touching them before buying
17%
3%
13%
strongly disagree
disagree
agree
strongly agree
67%
Figure 5.7: Compare products by seeing and touching them before buying
Figure 5.7 shows that 66.67 percent of our respondents are agree that prefer to
compare products by seeing and touching them before buying. 16.67 percent of
the clients strongly agree with this statement. While respondents are disagree
13.33 percent that prefer compare products by seeing and touching them before
buying and 3.33 percent strongly disagree with this statement.
3.4.7
Cautions in trying new/different products.

Table 5.8: Cautions in trying new/different products.
35
Page
Cautions in trying new/
Frequency
Percentage (%)
different products.
Strongly disagree
Disagree
Agree
Strongly agree
0
2
25
3
0
6.67
83.33
10
90
83.33
80
70
60
50
40
30
20
10
0
6.67
10
strongly disagree
disagree
disagree
agree
agree
strongly agree
strongly agree
Figure 5.8: Cautions in trying new/different products.

From the figure 5.8 study found that 83.33 percent of the customer agree that the
cautions in trying new/different products. 10 percent the client strongly agree
with this statement. While the respondents are disagree 6.67 percent cautions in
trying new/different products and 0 percent strongly disagree with this statement.
3.4.8
Rather stick with the brand I usually buy than trying the new
product.
36
Page
Table 5.9: Rather stick with the brand I usually buy than trying the new
product.
Rather stick with the brand I usually Frequency
Percentage (%)
buy than trying the new product.

Strongly disagree
Disagree
Agree
Strongly agree
0
26.67
66.67
6.67
0
8
20
2
I would rather stick with the brand I usually buy than trying the new product.
7%
27%
strongly disagree
disagree
agree
strongly agree
67%
Figure 5.9: Rather stick with the brand I usually buy than trying the new
product.
From the figure 5.9 the study found that 66.67 percent of the customers agree that
rather stick with the brand I usually buy than trying the new product. While
customers of respondents 26.67 percent of the client disagree with this statement.
6.67 percent of the customers strongly agree rather stick with the brand I usually
buy than trying the new product, while 0 percent of the clients strongly disagree
with this statement.
37
Page
4.0
CONCLUSION
4.1 SECTION A: DEMOGRAPHIC FACTOR
38
Page
4.1.1 Gender
As conclusion for figure 3.1, it can conclude that most of respondent are female.
4.1.2 Ages of Respondent
From figured 3.2, its can be conclude that most of respondent among UiTM Kota
Baharu are age between 20 to 25 years old meanwhile the lowest of ages
of
respondent are ages between 31 to 35 years old.

4.1.3 Marital Status
Based on marital status on figured 3.3, it can be conclude that most of respondent
are single meanwhile the left was marriage.
4.1.4 Races.
From figured 3.4, it can be conclude that all of respondent of UiTM Kota Bharu is
Malay.
4.1.5 UiTM status
From figures 3.5, it can be conclude that most of respondent was students.
4.1.6 Frequency of respondent making online shopping.
From figures 3.6, most of respondent buying via internet for 1-2 per month
meanwhile the balance was buying 3-4 times per month.
4.2 SECTION B: SERVICES

4.2.1 It is a risk for me not to see the product in real?
39
Page
agree that the risk not to see the product in real while buying. While the
less
percentage only 3 percent of the respondents strongly disagree that the risk
not to
see the product in real during buying.

4.2.2 The web store has fast delivery speed?
strongly agree that the web store needs has fast delivery speed during
delivery
goods to customer. While the less percentage only 0 percent of the
respondents
strongly disagree that the web store should has fast delivery speed.
4.2.3 Delivery fees are high?
agree that delivery fees are high. While less percentage only 3 percent of
the
respondents strongly disagree that delivery fees are high.

4.2.4 Products on the internet is cheaper than in store?
From figure 4.0 shows the most percentage only 53.33 percent of the respondents
agree that the products on the internet is cheaper than it should be. While,
the less
percentage only 3.33 percent of the respondents strongly disagree
that product on
the interest is cheaper than it should be.
4.2.5 The web store provides guarantees?

From figure 4.1 the study found that 50 percent of the customers disagree that the
web store provides guarantees. While the less percentage only 3 percent of
the
customer the web store provides guarantees.
4.2.6 Delivery time is longer than it should be?
40
Page
From figure 4.2 the study found that 57 percent of the customers agree percent the
delivery time is longer than it should be. While the less percentage only 3 percent
of the delivery time is longer than it should be.
4.2.7 Internet shopping provides more variety of
products?
From figure 4.3 shows the most percentage only 67 percent of
the respondents
agree that the internet shopping provides more
variety of products. While the less
percentage only 0 percent of
the respondents strongly disagree that the internet
shopping
provides more variety of products.
4.2.8 Believe in the information that the web store
provides to them?
the respondents
agree that believe in the information that the
web store provides to them. While
the less percentage only 0
percent of the respondents strongly disagree that
believe in
the information that the web store provides to them.
4.2.9 Believe the web is trustful in its dealings with
them?
the respondents
agree believe the web is trustful in its dealings
with them. While less percentage
only 0 percent of the
respondents strongly disagree believe the web is trustful in
its dealings with them.
4.2.10
The
product
on
the
web
store
are
always
available?
the respondents
disagree that the product on the web store are
always available. While, the less
percentage only 0 percent of
the respondents strongly disagree the product on the
web
store are always available.
4.2.11 The website clearly shows how them can contract
or communicate
with the company?
41
Page
From figure 4.7 the study found that 72 percent of the customers
agree that the
website clearly shows how them can contract
or communicate with the company.
While the less percentage
only 0 percent of the website clearly shows how them
can
contract or communicate with the company.
4.3 SECTION C: SECURITY

4.3.1 Think either safe to use credit card for online
payment?
From figure 4.8 the study found that 46.67 percent of the
customers disagree
percent think either safe to use credit
card for online payment. While the less
percentage
only
0
percent think either safe to use credit card for online payment.
4.3.2 I am concerned about the possible interception of Financial information
by an unidentified third party
From the figure 4.8 I can conclude that most of the respondents are agree to the
possible interception of financial information by an unidentified third
party
around 74 percent and only 3 percent disagree about this.

4.3.3 I am willing to give my personal information when shopping on the
internet.
From the figure 4.8 I can conclude that most of the respondent are disagree to
give personal information when shopping on the internet around 64
percent and
only 3 percent respondent are strongly disagree.

4.3.4 It is a risk for me to give credit card information.
From the figure 5.0 I can conclude that most of the respondent are strongly agree
giving credit card information to third parties in 60 percent and only 10
percent
are strongly disagree.

4.3.5 The product fulfills the standard health requires.
42
Page
From the figure 5.1 I can conclude that most of the respondent are disagree to
fulfill the standard health requires in 74 percent and only 24 percent agree.
4.4 SECTION D: QUALITY

4.4.1 Internet shopping provides a better quality product.
From the figure 5.2 I can conclude that most of the respondent are agree internet
shopping provides a better quality product in 57 percent and only 3
percent are
strongly disagree.
4.4.2 The primary computer I use for internet shopping is too slow
From the figure 5.3 I can conclude that primary computer user for internet
shopping is too slow because 74 percent respondent are agree about this
and only
7 percent is strongly agree.

4.4.3 would be more likely to shop online if the pictures of the items were
clearer.
From the figure 5.4 the study found that 80 percent of the customers agree that the
picture of the items is clearer. 0 percent strongly disagree if staff do not show the
pictures of the item clearer.
4.4.4 There is not enough information and description of items provides by
business vendors.
From the figure 5.5 the study found that most percentage with 66.67 percent of
the respondents agree shop online if more extensive descriptions of items
43
Page
were
included. While the less percentage 0 percent strongly disagree with this
statement.
4.4.5 When shopping on the internet, pictures and colours are clear and
From the figure 5.6 study found that 70 percent of the customers agree that
pictures and colours are clear and representative of the products. 0 percent
of the
clients strongly disagree with this statement.
4.4.6 I prefer to compare products by seeing and touching them before

buying.
Figure 5.7 shows that 66.67 percent of our respondents are agree that prefer to
compare products by seeing and touching them before buying. While the
less
percentage only 3.33 percent strongly disagree with this statement.

4.4.7 I am cautions in trying new/ different products.
From the figure 5.8 study found that 83.33 percent of the customer agree that the
cautions in trying new/different products. 0 percent strongly disagree with
this
statement.
4.4.8 I would rather stick with the brand I usually buy than new product.
From the figure 5.9 the study found that 66.67 percent of the customers agree that
rather stick with the brand I usually buy than trying the new product.
While 0
percent of the clients strongly disagree with this statement.
44
Page
5.0
RECOMMENDATIONS
Online sellers have to lower the risk product in real such as give more
descriptions about the goods and services because easy to customer makes
the decision. Online sellers have to low the fee while delivery to customers
because it will make burden to customer to buy that products. Online sellers
should be more provide guarantees to customer because customers are
really needs the guarantee from guarantor to make sure the product that
they sold to customer is always guaranteed.
Online shopper should not use credit card as payment but use the ATM
machine to transfer the money to the seller for avoid from expenses
excessive. Online seller no need to know the personal information from
customer but only take important information that are related to the online
shopping.
45
Page
6.0
REFERENCES
Perceptions towards Online Shopping: Analyzing the Greek University

Student Attitude. (2010). Retrieved from:
http://www.ibimapublishing.com/journals/CIBIMA/cibima.html
A Study of Consumer Trust in Internet Shopping and the Moderating Effect of

Risk Aversion in Mainland China. (2010, April). Retrieved from:
http://libproject.hkbu.edu.hk/trsimage/hp/07050526.pdf
Online Consumer Shopping Attitudes and Behaviors: An Assessment of

Research. (2002). Retrieved from:
http://www.zamaros.net/NACB%20READING%203.pdf
46
Page
A Research about Buying Behaviors of Online Customers Comparison of

Turkey With UK. (2012 September 7). Retrieved from:
http://www.roehampton.ac.uk/uploadedFiles/Pages_Assets/PDFs_and_Word_D
ocs/LTEU_Documents/MSC%20Dissertation%20sample%204.pdf
7.0
APPENDIX
INVESTIGATING THE LEVEL OF SATISFACTION

AMONG UITM KOTA BHARU ONLINE SHOPPERS
We are from UiTM (Kelantan) City Campus and we would like to make a
survey regarding the level of satisfaction among UiTM Kota Bharu Online
Shoppers. The main purpose of this survey is to investigate the level of
satisfaction towards security, quality, and services among UiTM Kota Bharu
online shoppers. Collected information will be used in our research for
education purposes. This questionnaire will only take 5-7 minutes to answer.
SECTION A: DEMOGRAPHIC PROFILE
Instruction:
Please tick () in the appropriate box.
1) Gender
Male
Female
2) Age
47
Page
20-25 years
26-30 years
31-35 years
36-40 years
41-45 years
46-50 years and above
3) Marital status
Single
Married
Divorced
4) Race
Malays
Indian
Chinese
Others
_____________
5) UiTM status
UiTM staff
UiTM student
6) How to often do you buy (per week) product online?
1-2 times
3-4 times
SECTION B: SERVICE
Instruction: Please tick in () the appropriate box with the rating given.
SD=Strong Disagree, D=Disagree, A=Agree, SD=Strong
Agree
48
Page
N
o
1.
Statement
2.
It is a risk for me not to see the

product in real.
The web store has fast delivery speed.
3.
Delivery fees are high.
4.
Product on the internet is cheaper

than in store.
The web store provides guarantees.
5.
6.
7.
8.
9.
1
0.
1
1.
SD
SA
Delivery time is longer than it should

be.
Internet shopping provides more
variety of products.
I believe in the information that the
web store provides to me.
I believe that the web is trustful in its
dealings with me.
The products on the web store are
always available.
The website clearly shows how I can
contact or communicate with the
company
SECTION C: SECURITY
Instruction: Please tick () in the appropriate box with the rating given.
SD=Strong Disagree, D=Disagree, A=Agree, SA=Strong
Agree
N
o
1.
2.
3.
Statement
SD
SA
I think it is safe to use credit card for

online payment.
I am concerned about the possible
interception of financial information by
an unidentified third party.
I am willing to give my personal
information when shopping on the
internet.
49
Page
4.
5.
It is a risk for me to give credit card

information.
The product fulfills the standard health
requires.
SECTION D: QUALITY
Instruction: Please tick () in the appropriate box with the rating given.
SD=Strong Disagree, D=Disagree, A=Agree, SA=Strong
Agree
N
o
1.
2.
3.
4.
5.
6.
7.
8.
Statement
SD
SA
Internet shopping provides a better

quality product.
The primary computer I use for
internet shopping is too slow.
I would be more likely to shop online if
the pictures of the items were clearer.
I would be more likely to shop online if
more extensive descriptions of items
were included.
When shopping on the Internet,
pictures and colors are clear and
I prefer to compare products by seeing
and touching them before buying.
I am cautious in trying new/different
products.
I would rather stick with the brand I
usually buy than trying the new
product.
50
Page

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1.

Business online is also known as e- business or electronic commerce. It refers to

Despite the advantages of shopping via internet, there are several

issues regarding the quality of product such as received goods from an

Questionnaires were being distributed to the customer of online shopping to gather

The result of the report are categorized into every section

Section A: Demographic Profile

Figure 3.1: The gender of respondent.

Figures 3.2: Age of respondent.

Marital status of respondent

Figures 3.3: Marital status of respondent.

Figures 3.4: Race of respondent

UiTM Status of respondent

Figure 3.5: UiTM status of respondent.

meanwhile another 20 percent

respondent are staff of UiTM Kota Bharu.

Frequency of making online shopping.

Frequency Of Making Online Shopping

Frequency of making online shopping by respondent.

Figure 3.6: Frequency of making online shopping by respondent.

Risk not to see the product in real

Risk not to see theproduct in real

The risk not to see the product in real

Figure 3.7: Risk not to see the product in real

Web store has fast delivery speed

The web store has fast delivery speed.

The web store has fast delivery speed

Figure 3.8: The web store fast delivery speed

Delivery fees are high

Delivery fees are high

Figure 3.9: Delivery fees are high

3.2.4 Products on the internet is cheaper than it should be

Products on the internet is cheaper than it should be

Figure 4.0: Products on the internet is cheaper than it should be

The web store provides guarantees

The web store provides guarantees

The web store provides guarantees

Figure 4.1: The web store provides guarantees

Delivery time is longer than it should be

Delivery time is longer than it should be

Delivery time is longer than it should be

Figure 4.2: Delivery time is longer than it should be

Internet shopping provides more variety of products

Figure 4.3: Internet shopping provides more variety of

3.2.8 I believe in the information that the web store

I believe in the information that the web store provides to me.

Figure 4.4: I believe in the information that the web store

that the web store provides to me. 10 percent of the

3.2.9 I believe the web is trustful in its dealings with me.

I believe the web is trustful in its dealings with me.

Figure 4.5: I believe the web is trustful in its dealings

The product on the web store are always available.

Figure 4.6: the product on the web store are always

The website clearly shows how I can contract

or communicate with the company.

Internet shopping provides

Figure 4.7: The website clearly shows how I can contract