• ISSN: 2010-3646
    • Abbreviated Title: Int. J. Social. Scienc. Humanit.
    • Frequency: Bimonthly (2011-2014); Monthly (2015-2018); Quarterly (Since 2019)
    • DOI: 10.18178/IJSSH
    • Editor-in-Chief: Prof. Paul Sudnik
    • Executive Editor: Mr. Ron C. Wu
    • Abstracting/ Indexing: Google Scholar, Index Copernicus, Crossref, Electronic Journals Library
    • E-mail: ijssh@ejournal.net
IJSSH 2021 Vol.11(4): 106-113 ISSN: 2010-3646
doi: 10.18178/ijssh.2021.V11.1049

The Effect of Payment, Complaint Resolve, Delivery, Product Quality and Technical Problem to Different Group of Age, Location, and Gender in Vietnam

Anh Tuan Pham and Khashayar Yazdani
Abstract—During the COVID-19 pandemic, the demand for online shopping has been surged since people were no longer to go to physical stores that leads to the dramatical change from traditional shopping behavior to online shopping behavior. Especially, the effect of payment, complaint resolve, delivery, product quality and technical problem is different from online customers grouped by different age, location, and gender. The objective of conducting the comparison is to understand how different respondents react within online shopping environment. The researcher collected 400 good samples from two big cities in Vietnam such as Ho Chi Minh and Ha Noi to analyse and verify the research model. According to the findings and the results after using structural equation modeling (SEM), it is evident that there is no significant effect from technical problem to all groups, also no significant effect from complaint resolve and product quality to Male group; and the rest of determinants effect significantly to different level of groups. There are many reasons to explain for these results based on culture, people and behavior of Vietnamese customers which will be showed in discussion and conclusion.

Index Terms—Online shopping, barrier, customer experience, customer satisfaction, Vietnam, COVID-19.

Anh Tuan Pham and Khashayar Yazdani are with Malaysia University of Science and Technology, Malaysia (e-mail: anh.tuan@phd.must.edu.my, khashayar@must.edu.my).

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Cite: Anh Tuan Pham and Khashayar Yazdani, "The Effect of Payment, Complaint Resolve, Delivery, Product Quality and Technical Problem to Different Group of Age, Location, and Gender in Vietnam," International Journal of Social Science and Humanity vol. 11, no. 4, pp. 106-113, 2021.

Copyright © 2021 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).

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