Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience

Abstract

PurposeThe purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess the suitability of E-S-QUAL and UX metrics within the cultural context of Greece.Design/methodology/approachData were collected from 310 Internet users based on their last online purchase from an e-retail website. To evaluate the conceptual model, the authors used partial least squares structural equation modeling (PLS-SEM).FindingsThe findings of this study validate the scales' reliability and validity in the realm of electronic commerce (e-commerce) in Greece. The findings also emphasize the favorable association between e-service quality and UX with overall satisfaction, while indicating that e-service quality plays a partial mediating role in the relationship between UX and customer satisfaction.Originality/valueThe authors' study enhances the existing theory by introducing a new multi-dimensional conceptual framework that illuminates the relative importance of the dimensions within the scales. Additionally, it offers valuable insights into the impacts of e-service quality and UX on overall satisfaction, providing managers and practitioners with a tool to evaluate the quality of their electronic services and make necessary adjustments to meet the needs of their customers.

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“…Tingkat kepuasan pelanggan yang tinggi secara signifikan berhubungan dengan loyalitas pelanggan dan keinginan untuk merekomendasikan produk atau layanan kepada orang lain. Dengan kata lain, pelayanan yang baik dapat meningkatkan kepuasan pelanggan, membangun loyalitas, dan memengaruhi positif persepsi konsumen terhadap suatu merek atau perusahaan (Mamakou et al, 2023;Miao et al, 2022).…”

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