Evaluation on Customer Satisfaction in Using E-Commerce Platforms: Malaysia as A Case Study

The pervasive spread of Internet technology accompanied with the high impact of Fourth Industrial Revolution IR4.0, have given electronic commerce the power to change dramatically how people do trading.E-commerce is the largest gateway to access businesses electronically through Internet.It is a system embedded in websites or applications that enables the transaction of businesses to take place between merchant and customer.The usage of e-commerce platforms has expanded exponentially, especially in the industry involving trading, businesses, investment, banking, and many other industrial fields.E-commerce is defined as the mainstream that enables a small business to sell products or offer services to customers globally.In this paper, we investigate the satisfaction of Malaysian customers in the usage of e-commerce platforms.Data was gathered using a survey that involves 1039 respondents among Malaysian men and women randomly.About 87.3% of respondents became consumers in the e-commerce system, while 89% of consumers doing online transaction for at least once a week.General conclusion shows that the development of e-commerce in Malaysia is on the right track and increasing in due time.Thus, the implementation of e-commerce will help Malaysian citizens to gain information and knowledge on par with other developing countries.