Table of Contents: o Introduction……………………………………………………………………………......1

o Research Problems………………………………………………………………………...2

o Research Objectives……………………………………………………………………….2

o Hypothesis…………………………………………………………………………………2

o Questions…………………………………………………………………………………..2

o Conceptual Framework……………………………………………………………………4

o Literature Review………………………………………………………………………….4

o Customer Loyalty………………………………………………………………………….4

o Service Quality, Product Quality and Image……………………………………………...6

o Methodology………………………………………………………………………………8

o References…………………………………………………………………………………9

o Questionnaire…………………………………………………………………………….10
Loyalty and Customer Satisfaction in Online Shopping in Malaysia

Introduction:
Customer satisfaction and loyalty has become wide accepted as a very important issue for all organization, it's used as a selling benchmark for the corporate performance. On the opposite hand we are able to say that complete image, client satisfaction and client loyalty all are vital for each client and organization. This is often conjointly to be say that if the client is satisfy therefore he's fascinating to show loyal behavior i.e. repurchase intention and conjointly willing to pay positive viva-voce currently a days all the corporate are additional attention concerning 4ps i.e. product, place, worth and promotion and future implementing extra 3ps i.e. physical layout, method and other people for service selling, As an on the spot consequence complete image as a big feature of current selling strategy is currently measured as a structure assess. The symbolic worth related to the complete image, has become the merchandise differentiation really presently most of the corporate understands those customers aren't loyal concerning one specific complete Magnificence, loyalty comes out notably with a number of national brand.
The