e-commerce – Jurnal Pengurusan

e-Fulfilment Affecting e-Loyalty Mediated by e-Satisfaction and e-Trust in Digital Landscape

asriwn — Fri, 28 Nov 2025 08:00:44 +0000

In the digital age, e-fulfilment significantly influences e-loyalty in e-commerce. This study investigates the impact of e-fulfilment, including order accuracy, delivery timeliness, and inventory availability, on e-loyalty among e-commerce users in Malaysia. Using data from 785 respondents, Partial Least Squares Structural Equation Modelling (PLS-SEM) was employed to examine the relationships between e-fulfilment, e-trust, e-satisfaction, and e-loyalty. The findings reveal that e-fulfilment has a direct positive effect on e-loyalty. Additionally, e-trust and e-satisfaction significantly mediate the relationship between e-fulfilment and e-loyalty, underscoring their crucial roles in driving customer loyalty. In the e-commerce setting, the results illustrate the vital contribution of reliable and efficient fulfilment processes in fostering long-term loyalty through customer satisfaction and trust. E-commerce businesses must optimise their e-fulfilment strategies to increase satisfaction and trust in maintaining a competitive edge in the digital marketplace.

Catastrophe of E-Commerce among Malaysian SMEs – Between Its Perceived and Proven Benefits

syazwinaramjan — Sat, 08 Oct 2022 16:39:40 +0000

There is a substantial interest in the adoption of e-commerce by firms, particularly the small and medium enterprises (SMEs). SMEs are said to gain considerably from using the e-commerce because the Internet provides equal access to both SMEs and large organizations. It is also said SMEs which adopt e-commerce will improve their businesses and finally increase their profit. However, little is known concerning the benefits that SMEs have gained by adopting e-commerce and to what extent have SMEs achieved these benefits. Thus, this paper aims to analyse between the benefits that SMEs perceived they have gained and the proven benefits they realised. Survey and face-to-face interviews were carried-out in this study. The study found a number of interesting facts. Many respondents in the survey indicated that they gained some benefits, such as, more customers, increased sales, and increased productivity. Yet, the interviews did not substantiate such claims. This paper looks at these views critically and finally provides some suggestions and recommendations.