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leverage the power of viral marketing on social media platforms. In order to retain their reputation as a seller, the company must constantly
strive to provide their best effort whenever they engage with consumers.

As the practice of online commerce expands in popularity, a complete and in-depth knowledge of the aspects that influence consumer
satisfaction becomes more necessary (Tandon et al., 2017). Because of the enormous number of possible customers, it is challenging for the
online sellers to determine what they want and need from the people they sell to. It is critical to discover the characteristics that lead clients
to favour online shopping over traditional shopping. Awanazstyle Sdn Bhd, the current research case study is a Muslimah apparel Shop that
are currently growing. Figure 1 indicate the company SWOT Analysis.

Figure 1: SWOT Analysis
Through observation of the online review from the Awanazstyle Sdn Bhd, the researcher identified several negative feedback that might
lead to customer satisfaction. The summary of the observation is indicated in the below Figure 2.

Figure 2: Fishbone Analysis
Therefore, the research sought to present empirical evidence on the elements that impacted customer satisfaction. This was assessed
based on criteria, such as the customer's experience with the shopping environment, the customer's experience with the staff service, the
customer's experience with the shopping procedure, and the customer's experience with the product.

1.1 RESEARCH OBJECTIVES

i. To examine the influence of experience with shopping environment on customer satisfaction.
ii. To examine the influence of experience with staff service on customer satisfaction.
iii. To examine the influence of experience with shopping procedures on customer satisfaction.
iv. To examine the influence of product experience on customer satisfaction.

■ 2.0 THEORY AND HYPOTHESIS

2.1 CUSTOMER SATISFACTION

The term "satisfaction" is often used to refer to “a customer’s overall evaluation of the performance of an offering” (Gustafsson et al.,
2005). Customer satisfaction is a subjective or emotional evaluation made by consumers over their use of a good or service that suits their

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