E-retailing in Malaysia:factors of e-satisfaction that influence repurchase intention

The objective of this study is to identify factor of customer satisfaction in Malaysia that influence E-Retail customers to repurchase. There have five factors that been state, which is convenience, merchandise, site design, security and delivery time. Marketers or e-retailer can customize their marketing strategies to attract both online shopper to repurchase and non-online shopper to start purchase through online by understanding the characteristics of online shopper nowadays. A quantitative research method was used to gather and analyse the data. The questionnaire survey was distribute to the online user include both online shopper and non-online shopper and 150 sample data was collected. Data collected was analyzed using Statistical Package for Social Science (SPSS) version 18.0. The result present that all factors which is convenience, merchandise, site design, security and delivery time that influence Malaysian online shopper to repurchase. The relationship was be classified in few categories. The result shown moderate relationship occurred between conveniences (0.677), merchandise (0.624), security (0.635) and delivery time (0.622) with repurchase intention, while another one factor have weak relationship which is site design (0.453). The range of moderate relationship was at the level 0.51 to 0.7 while weak relationship at the level 0.31 to 0.5. The result for mean also classified in the categories. The categories was 0.00 to 1.50 for strongly disagree, 1.51 to 2.50 for disagree, 2.51 to 3.5 for neutral, 3.51 to 4.5 for agree and 4.51 to 5.00 for strongly agree. The result shown mean for convenience (3.95), site design (3.96), delivery time (3.70) and repurchase intention (3.82) was at the category of agree while mean for merchandise (3.36) and security (3.38) in the category of neutral.