Liew, Xin Ying (2025) The role of operational efficiency in enhancing online buyer satisfaction. Final Year Project, UTAR.
![[img]](http://eprints.utar.edu.my/style/images/fileicons/application_pdf.png) | PDF Download (4Mb) |
Abstract
Operational efficiency is crucial to improving online buyer satisfaction because the rise of e commerce has increased competition among online retailers. This study examines the connection between online buyer satisfaction and operational efficiency in Malaysia's e commerce market. A quantitative strategy was used, and online shoppers were given a structured questionnaire via Google Forms to complete. Real-time tracking and transparency, sustainability, accurate order processing and order fulfilment, return and refund management, competitive pricing, and responsive customer support are just a few of the important operational aspects that the study looks at. The findings show that, with the exception of real time tracking and transparency, the majority of operational efficiency factors have a significant impact on online buyer satisfaction. These results emphasize how crucial dependable and customer-focused operational procedures are to raising customer satisfaction and maintaining competitiveness in the e-commerce sector. Keywords: Online buyer satisfaction, Operational efficiency, E-commerce, Operational Management, Online Retailer
| Item Type: | Final Year Project / Dissertation / Thesis (Final Year Project) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HF Commerce |
| Divisions: | Faculty of Accountancy and Management > Bachelor of International Business (Honours) |
| Depositing User: | Sg Long Library |
| Date Deposited: | 28 Apr 2026 16:34 |
| Last Modified: | 28 Apr 2026 16:34 |
| URI: | http://eprints.utar.edu.my/id/eprint/7609 |
Actions (login required)
| View Item |
