ABSTRACT 

This study investigates the factors that influence the e-service quality through online shopping. E-service quality is the difference between customers’ expectations for service performance priorities the service encounters and their expectations about service performance prior to the service offering. Due to the recent growth in e-service quality in the field of e-commerce, the importance of monitoring and measuring e-service quality has provided value to the virtual world. Perceived risk has been studied in marketing for over 40 years and appears to be an appropriate construct to understand consumer adoption of e-commerce payment systems. The internet’s impact upon the Malaysian market is significant and this has made it convenient for consumers to purchase products/services from the reader and to go through the product information over the internet. The findings indicate the analysis of e-service quality through online shopping.

TABLE OF CONTENTS

Title page i

Declaration ii

Certification iii

Dedication iv

Acknowledgement v

Table of Contents vi

List of Tables viii

Abstract x

CHAPTER ONE

1.1 INTRODUCTION 1

1.2 Statement of the Problem 2

1.3 Objective of the Study 3

1.4 Research Questions 3

1.5 Research Hypothesis 4

1.6 Significance of the Study 5

1.7 Scope of the Study 5

1.8 Organization of the Study 5

1.9 Operational Measure of Variables 5

CHAPTER TWO

REVIEW OF RELEVANT LITERATURE

2.1 Service Quality 5

2.2 E-Service Quality 8

2.3 Customer Satisfaction and Service Quality 10

2.4 Theoretical Framework 11

2.5 Empirical Review 12

2.6 Theoretical Review 15

CHAPTER THREE

RESEARCH METHODOLOGY 

3.1 Research Design 19

3.2 Area of Study 19

3.3 Design and Administration of the Questionnaire 19

3.4 Sampling Techniques 19

3.5 Research Population/Determination of Sample Size 19

3.6 Selection of Data/Collection of Data 20

3.7 Validity and Reliability 21

3.8 Data Analysis 21

3.9 Operational Measures of Variables 21

CHAPTER FOUR

RESULTS

4.1 Presentation of Data

4.2 Summary Statistics 26

4.3 Model Estimation 26

4.4 Test of Hypotheses 28

CHAPTER FIVE 

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS 

5.1 Summary of Findings 30

5.2 Conclusion 31

5.3 Recommendations 32

References 33

Appendix