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Muhamad Rifqi Zafran Bin Abdul Hakim (2022)
The protection given by an online vendor to an online customer is known as security. Examples include personal data protection
or user authentication protection (Guo, 2012). Without security, online shoppers will be hesitant to make purchases on that site.
Meanwhile, consumers will feel safe and satisfied if there is enough security. Dr Irma Skincare and Cosmetics need to maintain their
sales platform, Shopee, to make customers more comfortable and satisfied using this platform. According to Schiff (2013), consumer
satisfaction with security will improve if they choose a platform that already has a more trustworthy security mechanism.

5.3 Limitations And Recommendations for Future Researcher
The researchers faced some limitations in executing this study. First, the researcher’s difficulty in determining whether the
respondent purchased Dr Irma Skincare and Cosmetics products online. Second, the respondent's behaviour as some of them thought
answering this questionnaire was time-wasting. However, due to Covid-19, the face-to-face method is restricted. Additionally, a few
participants did not answer the questions honestly, resulting in inaccurate data. Finally, the scope of this study is too small due to
limited time and budget, but sufficient statistically.

Some recommendations are presented in this study to improve future research. First, the study only focused on Malaysia and could
be considered as the foundation for future research that can be expanded to an international scale. For instance, neighbouring countries
such as Indonesia can be included in future studies to elucidate the data pattern as Dr Irma’s product is available. Diverse demographics
and socio-economic factors may influence the acceptance of the technology and outcomes in different countries. Second, only 130
respondents participated in this research, thus reducing the generalisability of the results. Therefore, researchers need to increase the
number of respondents to improve the reliability and accuracy of the data. Finally, more qualifying questions need to be added to obtain
more accurate data on customer satisfaction towards Dr Irma Skincare and Cosmetics.

5.4 Conclusion of the Study
This study determined the influence of online shopping experiences, external incentives, seller or customer service, security and
privacy on customers’ satisfaction, utilizing Dr Irma Skincare and Cosmetics as the study site. The factors impacting significantly on
customers’ satisfaction included online shopping experiences, seller or customer service, security and privacy. The higher the
aforementioned value, the higher the customer satisfaction.

6.0 ACKNOWLEDGMENT

I would like to thank Allah SWT for giving me strength and patience in preparing this thesis. Without His help, I could not complete
this thesis. I would like to express my deepest appreciation to my thesis supervisor, Dr Mazilah Abdullah, for her guidance,
encouragement, suggestions, criticism, throughout this thesis. I feel grateful to have chosen her as my supervisor, as she always gives
me words of encouragement. In addition, I would like to express my gratitude to the parties involved in completing this thesis, especially
to Dr Irma for allowing me to do this research on their business. With all the information and help from her, I will do my best to prepare
this thesis.

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http://eprints.utar.edu.my/3078/1/fyp_BA_2018_CKYS.pdf

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