Proceedings of the International Conference on Cross- Disciplinary Academic Research 2025 - Track 2 Advances in Business & Economics, Social Science, Communications & Media (ICAR-T2 2025)

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Accessibility and Pricing as Determinants of SME E-Commerce Customer Satisfaction in Malaysia

Authors
M. T. Hirnissa1, *, A. G. Norhaninah1, M. T. Nur Shafina1
1University Poly-Tech Malaysia, Shamelin Perkasa, Cheras, Malaysia
*Corresponding author. Email: hirnissa@uptm.edu.my
Corresponding Author
M. T. Hirnissa
Available Online 20 June 2026.
DOI
10.2991/978-94-6239-715-6_5How to use a DOI?
Keywords
Accessibility; Pricing; Customer satisfaction
Abstract

This study investigates the relationship between accessibility and customer satisfaction in online shopping among SMEs in Malaysia. Focusing on Generation X, Y, and Z consumers in the Klang Valley, data were collected from 202 respondents via a structured survey and analysed using SPSS (correlational analyses and reliability tests). The findings reveal a significant positive correlation between accessibility, price, and customer satisfaction, suggesting that improved accessibility and fair pricing enhance the e-commerce experience. This study extends the SERVQUAL framework to the digital context by integrating accessibility as a critical dimension of service quality. The study offers insights for SMEs on enhancing the user experience through inclusive design and transparent pricing. Fostering competitiveness in the digital economy.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Cross- Disciplinary Academic Research 2025 - Track 2 Advances in Business & Economics, Social Science, Communications & Media (ICAR-T2 2025)
Series
Advances in Economics, Business and Management Research
Publication Date
20 June 2026
ISBN
978-94-6239-715-6
ISSN
2352-5428
DOI
10.2991/978-94-6239-715-6_5How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - M. T. Hirnissa
AU  - A. G. Norhaninah
AU  - M. T. Nur Shafina
PY  - 2026
DA  - 2026/06/20
TI  - Accessibility and Pricing as Determinants of SME E-Commerce Customer Satisfaction in Malaysia
BT  - Proceedings of the International Conference on Cross- Disciplinary Academic Research 2025 - Track 2 Advances in Business & Economics, Social Science, Communications & Media (ICAR-T2 2025)
PB  - Atlantis Press
SP  - 41
EP  - 50
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-715-6_5
DO  - 10.2991/978-94-6239-715-6_5
ID  - Hirnissa2026
ER  -