Abstract

It has been demonstrated through research that online mechanisms in businesses correlate with product and customer service in order to attain customer satisfaction. Based on previous research on customer satisfaction and behaviour, the purpose of this paper is to investigate the effect of online product and customer service on customer satisfaction.

Respondents to the research were selected using techniques for convenient sampling. The study’s 121 participants were randomly recruited from a variety of job positions and included both male and female SSM internal and external customers. The data was acquired using a Google form questionnaire, and the collected data was analysed using SPSS version 27. The reliability indices indicate that the two factors’ items are highly interrelated and measure the same construct.

The reliability analysis of two variables: quality of customer service and product quality. The table displays the total number of items in each variable, as well as the associated reliability coefficient (). Good dependability is defined by Nunnally (1978) as a reliability rating larger than 0.70. Before commencing the inferential analysis, the missing values and normality of the study’s data were verified.

There are no extreme values with 1-unit differences based on the difference between the 5% trimmed mean and the mean of both variables. For a normal univariate distribution, values for skewness and kurtosis between -2 and +2 are deemed acceptable (George & Mallery, 2003). Both variables have acceptable skewness values ranging from -1.04 to -0.82 as shown in Table 4.4. Both variables have adequate kurtosis values ranging from 0.67 to 1.67 for the kurtosis test.

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