An Investigation into The Relation Between User Experience on Website Design and The Quality of Customer Services of Online Retailers in Saudi Arabia
Alhumayyani, Omar Abdullah
Cardiff Metropolitan University
MetadataShow full item record
This research aims to study the online users’ perceptions about the website design of online retailers in Saudi Arabia and to relate their perceptions to the quality of customer service. It also aims to provide recommendations to the Saudi online retailers on how to implement website design tools and the elements for serving the customer better in order to gain their approval. This research uses a combination of qualitative and quantitative methodology as it employs two questionnaires and interviews to assess Saudi users. The study concludes that there is a huge difference in the perception of Saudi online customers between online shopping and in-store shopping experience. With the high dissatisfaction level of online experience, customers shop online mostly on a monthly basis but if their experience were enhanced they are liable to increase the frequency of their online shopping. The most unacceptable issue for customers is website contents. Customers believe that companies can provide better content to its clients and it is a major disaffection issue with Saudi online customers, who feel the need to have more interaction in terms of online buying and services making this one of the dissatisfaction reasons they have. The Saudi online customers are easily willing to switch to other competitors if there is a problem on the retailer’s website. Most customers think that if a company has a good level of customer service at their stores, this will not indicate that they have a good customer service on their website. The online business in Saudi Arabia still needs a great deal of development. As there are chances for Saudi businesses to participate more in the marketplace and utilize the proficiency and different effective global practices to develop and grow the capacity and presentation of online shopping.
Showing items related by title, author, subject and abstract.
Investigating the Possibility of Implementing an Online Marriage Halls Booking System in Saudi Arabia Alghamdi, Ali Mohammed (Cardiff Metropolitan University, 2017-04)Keeping in consideration the growing demand of marriage halls in Kingdom of Saudi Arabia (KSA) and the problems people, particularly women, face in booking a marriage hall after visiting each in person, the study was aimed ...
Kakkar, Jatin (University of WalesCardiff School of Management, 2010)This research was intended to understand and evaluate the so-called boom in Indian retailing, with retailing structure, prospect and challenges in India. The objectives of the dissertation are: understanding and evaluating ...
Factors Influencing Purchase Intention for Online Travel Products - Case Study of Taiwanese Consumers Lin, Pei-Jung (University of WalesCardiff School of Management, 2010)The Internet has dramatically changed how people communicate, search for information, make decisions and purchase goods/services. Travel product has distinguishing features which make them particularly receptive to the ...