Building Customer Loyalty in Online Retail Industry: A survey among Youth in Klang Valley

  • Lin Xin Yi UCSI University
  • Lee Junyi UCSI University
  • Mohd Remie Mohd Johan UCSI University
  • 'Aeshah Binti Mohd Ali UCSI University
  • Shao Zhucheng Heriot-Watt University


The study provides detailed information about the building of customer loyalty in the online retail industry through word-of-mouth, website usability, security, and privacy improvement. In order to set a clear direction for the scope and objectives of the research and data types, we chose the youth in Klang Valley, Malaysia as the target population for the study. The aim of the study is to evaluate the factors that contribute to the Klang valley youth’s consumer loyalty in Online Retail Industry. This research uses questionnaires to collect data about the responses to the corresponding questions, and then cleans them to prevent redundancy. Use specific data collection procedures to ensure the smooth collection and processing of data without problems. Use the SPSS program to analyze the data to obtain results using two types of analysis, and Cronbach alpha. Multiple regression analyzes the relationship between a single dependent variable and several independent variables, while Cronbach’s alpha is used to test the reliability of each independent variable. The results found that website usability, word-of-mouth, security and privacy have a significant and positive contribution towards youth customer loyalty in Klang Valley.


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How to Cite
XIN YI, Lin et al. Building Customer Loyalty in Online Retail Industry: A survey among Youth in Klang Valley. Jurnal Intelek, [S.l.], v. 18, n. 1, p. 131-143, jan. 2023. ISSN 2231-7716. Available at: <>. Date accessed: 21 feb. 2024. doi: