E-commerce Customer Satisfaction Research Articles

Business Intelligence for the Evaluation of Customer Satisfaction in E-Commerce Websites- A Case Study

Business Intelligence for the Evaluation of Customer Satisfaction in E-Commerce Websites- A Case Study

Business Intelligence for the Evaluation of Customer Satisfaction in E-Commerce Websites- A Case Study

Background/Purpose: Advancement of technology has been proven in every field. To establish a good business or any organization is very crucial nowadays. Businesses are moving tremendously and competitors also high in number. It is very important to take a good decision based on reviews and feedback of customer, etc. By combining the strength of technology and business knowledge, Business Intelligence allows you to make good decisions that are fully informed and stay one step ahead of the competition. With the help of business intelligence tools businesses can use their data in a better way. Business intelligence incorporates Data mining, Data Analytic, Data Visualization and Machine learning to help organization for the analysis of data. This article provides the analysis of Business intelligence and machine learning techniques used in e-commerce website and ABCD framework to inspect the key factors. Objective: Analyses the business intelligence technology and sentiment analysis on E-commerce website. Design/Methodology/Approach: The information and details for this case study is obtained from different scholarly articles published in various journals and company websites. Findings/Result: The study of this paper delivers the importance of customer behavior and how it helps in growth of the industry using machine learning and business intelligence. Originality/Value/Novelty: The result of this paper gives an explanation of business intelligence and machine learning approach for customer feedback in e-commerce companies and advantages of e-commerce websites. Paper Type: Case study paper to study the advantages of business intelligence and machine learning for customer satisfaction.

THE EFFECT OF ONLINE SERVICE QUALITY ON BERRYBENKA E-COMMERCE CUSTOMER SATISFACTION

This study aims to see the effect of online service quality which consists of dimensions (ease of use, web design, responsiveness, customization and assurance) on customer satisfaction in Berrybenka e-commerce. This study used primary data obtained by distributing questionnaires to 110 respondents who were selected using a purposive sampling method. The data analysis method used is multiple linear regression method with the help of SPSS version 20. This study shows that ease of use has a significant effect on Berrybenka e-commerce customer satisfaction, web design has a significant effect on Berrybenka e-commerce customer satisfaction, responsiveness has a significant effect on customer satisfaction. Berrybenka ecommerce customer, customization has a significant effect on Berrybenka e-commerce customer satisfaction and assurance has a significant effect on Berrybenka e-commerce customer satisfaction. Simultaneously, ease of use, web design, responsiveness, customization and assurance have a significant effect on Berrybenka's e-commerce customer satisfaction

The Moderating Effects of Eco-Friendliness between Logistics Service Quality and Customer Satisfaction in Cross-Border e-Commerce: Evidence from Overseas Direct Purchasers in Korea

The present study attempted to investigate whether the logistics service quality influences customer status and intention to reuse in the context of cross-border e-commerce. In addition, we explored whether the eco-friendly logistics service plays a moderating role in each quality variable during the logistics service process. By classifying logistics service quality into delivery service quality, return logistics service, delivery stability, and delivery information service, we conducted a survey and obtained a total of 781 responses in Korea, a semi-developed country. The responses were statistically analyzed. Based on this analysis, we concluded that the logistics service quality positively influences customer satisfaction and intention to reuse in the context of overseas direct purchases. Among the dimensions of logistics service quality, the most significant factor was delivery stability. Second, delivery service quality, delivery stability, and delivery information service positively influence the intention to reuse in cross-border e-commerce. Third, the satisfaction of products and/or services of a cross-border e-commerce firm has a high impact on repurchase. Finally, we found that the eco-friendly logistics service positively moderates the relationship between return logistics and satisfaction and the relationship between delivery quality and customer satiation. We concluded this manuscript with a discussion of managerial implications and academic contributions.

Customer Satisfaction in e-Commerce during the COVID-19 Pandemic

The declared state of emergency and the measures taken against the spread of coronavirus by governments have increased Internet shopping. All companies, regardless of size and type of business activity, had to adapt their business models to the new circumstances through transformation of their business processes and offering products or services tailored to the changing customer behavior. This study aims to analyze the peculiarities of online sales during the COVID-19 health crisis via the integration of classic and modern data analysis methods. The purpose of the paper is to identify the main factors determining user behavior and examine their impact on customer satisfaction in e-commerce. The survey method and structural equation modeling (SEM) were used to recognize the dependencies between variables from the online users’ perspective. The satisfaction determinants indicated and described in the paper affect differently the perceived value for the customers. As this value is subjective and dynamic, this study developed a reliable system for e-commerce factor evaluation. Using the proposed methodology, companies can constantly monitor and assess indicators influencing customer satisfaction and gain awareness of consumer behavior’s dynamics in online shopping. e-commerce marketers can employ the obtained results to decide how to organize order execution and optimize supply chains. Identifying the most important components of the e-commerce value, managers of online retailers can better run online sales platforms, increase customer loyalty, and thus, improve company’s online performance.

Effect of The Service Quality of Express Service Company on Thai E-commerce Customer Satisfaction in Thailand: A Case of Kerry Express

During the past ten years, E-commerce has experienced incredible development. However, some conflict in express service quality has occurred, and many customers complain about the problem that happened in the express process. Thus, this research not only tests the relationship between express service quality and customer satisfaction of customers in Thailand but also gives suggestions to solve the conflict of express service quality. This research is quantitative and collects data via a questionnaire. The research will employ multiple regression to figure out the relationship between the Thai Express firms' service quality and customer satisfaction of E-commerce shopping customers in Thailand. It is concluded that all the six dimensions (ordering quality, commodity distribution quality, customized quality, information quality, courier service quality, and error handling quality) positively affect customer satisfaction in Thailand except for Response quality which is not related to customer satisfaction. Finally, based on the experimental results, this paper proposes development suggestions for Thai Express companies.

Effects of Service Quality on Clothing E-Commerce Customer Satisfaction and E-Brand Loyalty

Effects of Service Quality on Clothing E-Commerce Customer Satisfaction and E-Brand Loyalty

The Effect of E-commerce Service Quality Factors on Customer Satisfaction, Purchase Intention, and Actual Purchase in Uzbekistan

Purpose: The purpose of this study is to analyze the impact of characteristics of the service quality of e-commerce platforms on customer satisfaction and purchase intention. Design/methodology/approach: The proposed research model and a set of hypotheses were developed and tested using structural equation modeling based on data collected from 172 e-commerce users in Uzbekistan. Findings: The findings of this study revealed that while the responsiveness of e-commerce platforms is non-essential, website design, reliability, perceived usefulness, and perceived ease of use are essential elements for customer satisfaction in e-commerce. The results indicated that website design, perceived usefulness, and customer satisfaction positively affect purchase intention for e-commerce platforms in Uzbekistan. Research limitations/implications: The study provided that COVID-19 significantly impacted the development and acceptance of e-commerce platforms in Uzbekistan. The results of this study suggested practical insights for improving customer satisfaction and service quality on e-commerce platforms in Uzbekistan. Originality/value: Uzbekistan is a developing country with great potential; however, until recently, little research has been conducted on the Uzbek e-commerce market. From this perspective, this study fills this gap by analyzing the relationship among service quality, technology acceptance factors, customer satisfaction, and purchase intention by applying the initial TAM model. Therefore, it is essential to determine the key factors for improving e-commerce service quality.

Relationship of service quality dimensions, customer satisfaction and loyalty in e-commerce: a case study of the Shopee App

ABSTRACT The development of information technology and mobile device functions have increased the number of online shopping applications, which has increased the competition to attract customers. Service quality has been traced as an important factor that influences consumers’ buying behaviour. This present study aimed to assess the difference of four dimensions of service quality (efficiency, fulfilment, system availability, and privacy services) and to examine the relationship of service quality dimensions towards customers’ satisfaction and loyalty on Shopee App. The data collection conducted from 03rd January to 31 January 2019 were carried out by an online survey. The data were collected from 373 samples. The data were analysed using ANOVA to evaluate the difference in service quality dimensions and regression analysis to examine the relationship among service quality, satisfaction, and loyalty. This study found that the significant difference in service quality dimensions with the highest importance to customers was efficiency, followed by fulfilment, system availability, and privacy. All service quality dimensions positively influenced the customer’s satisfaction. Furthermore, the efficiency, fulfilment, and privacy services were the significant factors of customers’ loyalty to use the Shopee App. Lastly, consumers’ satisfaction positively influenced the consumers’ loyalty.

ESSENTIAL FACTORS FOR BUILDING CUSTOMER RELATIONSHIPS ON FACEBOOK: EVIDENCE FROM THE CZECH REPUBLIC

E-commerce has become an integral part of the modern age. The behaviour of e-commerce customers has some specifics, which is useful for firms to understand. As customers’ trust and willingness to accept risk influence the decision to buy a product in e-commerce, it is evident that some unique factors must be in e-commerce which is needed to pay attention to be a successful seller. One of the trends affecting how to manage relations with customers is the use of firm profiles on social networks. This paper identifies factors related to the company’s Facebook profile that influence customer Satisfaction and Loyalty in e-commerce. Furthermore, non-traditional factors such as Self-efficacy or Data security are used. The study provides a primary basis for further research in this area. Data collection was done among e-commerce customers using a questionnaire survey (n = 602). For data analysis, structural equation modelling (SEM) was used. The determined construct contained a total of 9 variables. The findings confirmed that the following factors affect customer satisfaction and loyalty: the perceived usefulness and the amount of information on the Facebook company profile, the perceived Credibility of information given on this profile, the Data security offered by the social network, customer Self-efficacy and Ease of use of the given social network. The results supported the idea that it is possible to build relationships with customers in e-commerce via social networks. To offer credible information in an adequate frequency on the company profile is essential. Furthermore, it is helpful to consider customers’ perceived safety and Self-efficacy, which have also proven to be important in the online environment. These results can serve business practice.

Pengaruh Kualitas Produk dan Pengendalian Internal Terhadap Kepuasan Konsumen E-Commerce

Consumer satisfaction is an important aspect that needs to be considered by e-commerce sellers. Good product quality and supported by proper internal control will increase e-commerce customer satisfaction. This study aims to examine the effect of product quality and internal control partially on e-commerce consumer satisfaction. The sample of this research is active undergraduate students at various universities spread across various regions who use e-commerce by using a sampling technique in the form of purposive sampling. Data was collected by means of a survey in the form of a questionnaire. The sample obtained was 100 respondents. The data analysis technique used is multiple linear regression. The results of the t-test indicate that product quality has a positive effect on e-commerce consumer satisfaction, meaning that consumers perceive the product received has good quality because the product received is in accordance with the order without any damaged products. In addition, internal control also has a positive effect on e-commerce consumer satisfaction, meaning that e-commerce sellers have provided protection for products purchased by consumers so that consumer satisfaction increases. Keywords: Product Quality, Internal Control, Consumer Satisfaction, and E-commerce

Consumer loyalty of Indonesia e-commerce SMEs: The role of social media marketing and customer satisfaction

The purpose of this study is to analyze the influence of social media marketing on e-commerce customer satisfaction and loyalty. This study provides insight into the importance of consumer loyalty in the e-commerce industry. The approach used in this study uses quantitative methods through surveys. This study uses a sample of 222 respondents of e-commerce customers. The study uses an online questionnaire through Google Docs. The questionnaire given contains structured questions that are limited by screening, profiling questions and questions related to research variables that affect e-commerce consumer loyalty. The distribution of the questionnaires was carried out by posting on social media groups and direct messages to respondents in accordance with the research requirements. Data analysis of this research, using SEM model using SmartPLS 3.0 software. The results of this study indicate that social media marketing had a significant effect on e-commerce consumer satisfaction, social media marketing had a significant effect on e-commerce consumer loyalty and satisfaction had a significant effect on e-commerce consumer loyalty.

Factors Affecting Customer Satisfaction In E-Commerce

This research aims to identify the influence of website quality, product quality, product price, and safety shopping on e-commerce customer satisfaction and determine the significant factor influencing e-commerce customer satisfaction. The method used in this research is multiple linear regression analysis to identify the relationship between independent variables and dependent variables. This research uses the purposive sampling technique to determine the sample size through an online questionnaire to obtain the primary data. The 184 respondents respond to the online questionnaire through social media. This research shows that website quality, product quality, product price, and safety shopping simultaneously influence customer satisfaction. Furthermore, the most significant factor affecting customer satisfaction is product quality; this factor contributes as much as 38% among the other three independent variables in this research.

Pengaruh Kualitas Layanan Mobile Banking BCA Terhadap Kepuasan Pelanggan E-Commerce

The purpose of this research is to determine the influence of service quality Mobile Banking BCA towards E-commerce customer satisfaction specifically Shopee customers in Bogor. There were several previous researches had been done with different periods, samples, and methods with the various results so it is necessary to do further research. Additionally, the researcher also has interest to do further research since E-commerce business has been rapidly growing and how it is impacted the products of banking sector which is Mobile Banking BCA. This research consists of four independent variable taken out from service quality dimensions which are efficiency, fulfillment, reliability and privacy and one dependent variable which is e-commerce customer satisfaction. Primary data were collected by using questionnaire from costumers shopee in Bogor. At the first, the researcher uses validity and reliability test for questionnaire. Furthermore, the researcher tested the classical assumptions using the multiple linear regression with the margin of error 5 %. Last the researcher tests the hypothesis using t-test, f-test and coefficient of determination. The result indicates that reliability has no partial significant influence toward e-commerce customer satisfaction while efficiency, fulfillment and privacy have partially significant influence toward e-commerce customer satisfaction. Moreover, those four independent variables have simultaneously significant to the dependent variable which is 77,3%.
 Keywords: Service Quality, Efficiency, Reliability, Fulfillment, Privacy, E-commerce Customer Satisfaction

Peranan Kualitas Pelayanan dan Harga Terhadap Kepuasan Konsumen Pengguna E-commerce Shopee Di Politeknik Cendana

The aim of this research is to prove the effect of service quality and price on Shopee e-commerce customer satisfaction at Cendana Polytechnic, either partially or simultaneously. The research method used is associative quantitative method through online questionnaires. The number of respondents/sample as many as 35 students of the Cendana Polytechnic from a population of 408 people with the Accidental Sampling technique. The results showed: (1) Service quality has an influence on Shopee e-commerce customer satisfaction at Cendana Polytechnic, where the T test results, the significant value is 0.005 or less 0.05. (2) price has no effect on Shopee e-commerce customer satisfaction at Cendana Polytechnic, with T-test results, a significant value of 0.105 or greater 0.05. (3) Service quality and price have an influence on Shopee e-commerce customer satisfaction at Cendana Polytechnic with F test results, Fcount 11.488 with F significance of 0.000 or F significance value less than 0.05

Logistics as a value in e-commerce and its influence on satisfaction in industries: a multilevel analysis

Purpose The purpose of this paper is to identify the components of logistics value and examine their influence on customer satisfaction in e-commerce. This study investigates the moderation effect between those two variables using the overall service level in the different industries of e-commerce. Design/methodology/approach A total of 592 correctly filled questionnaires from telephone and web interviews (computer-assisted telephone interviews and computer-assisted web interviews) were scrutinized. Hierarchical linear modeling (as a part of a wider group of multilevel modeling studies) was used to verify the dependencies between variables from an organization and industry levels. Findings The logistics factors indicated and described in the paper differently affect the value for the customer. This value is subjective and dynamic. For this reason, the online seller should develop a system to create a sustainable value proposition. It is plausible due to the possibility of choosing the type of delivery, date of collection and change thereof, as well as that of returning the product. Because of all this, the customer decides on the way of the order execution and creates the value chain. Research limitations/implications The developed model is aimed at identifying universal relationships that create the customer satisfaction mechanism for the logistics value. However, this may result in other aspects of customer satisfaction being neglected. The authors are aware that the creation of value by a company in e-commerce must be approached in a systematic manner. Practical implications The results obtained and the representativeness of the surveyed sample of companies lead to the formulation of implications for business practice. The conclusions of the research definitely indicate a need to build awareness of logistics value and its influence on customer satisfaction through the service level in the industry. Because of the identified components of the logistics value and industry characteristics, managers of online retailers can better run their businesses, increase customer satisfaction, and thus improve their performance. Originality/value It is the first study that concerns e-commerce in individual industries, with particular emphasis on logistics and its impact on customer satisfaction.

Customer Satisfaction Assessed from Lifestyle, Promotion, and Quality

Customer Satisfaction in terms of Shopee's Lifestyle, Promotion, and Service Quality. Thesis, Department of Management, Faculty of Economics, Islamic University of Batik Surakarta, 2021. This study aims to prove the simultaneous and partial effect of Customer Satisfaction in terms of Lifestyle, Promotion, and Shopee E-Commerce Service Quality. This research is quantitative descriptive. The population is all Shopee E-commerce buyers. The number of samples used by Sugiyono's guidelines, amounting to 100 respondents, the sample was taken by purposive sampling technique. The data analysis technique used in this study was multiple linear regression analysis. The results of the study indicate that the F-test of lifestyle, promotion, and service quality simultaneously and significantly affects Shopee e-commerce customer satisfaction. The t-test results show that lifestyle has a positive and significant effect on customer satisfaction of Shopee's e-commerce, the promotion has a positive and significant effect on Shopee e-commerce customer satisfaction, service quality has a positive and significant effect on Shopee e-commerce customer satisfaction. The coefficient of determination shows that lifestyle, promotion, and service quality variables on Shopee e-commerce customer satisfaction. The most dominant influence on Shopee e-commerce customer satisfaction is lifestyle variables because it has the largest.

Service factors influence on customer satisfaction in innovative e-commerce

Service factors influence on customer satisfaction in innovative e-commerce

Impact of factors affecting customer satisfaction in e-commerce among Indian consumers: an empirical study

Impact of factors affecting customer satisfaction in e-commerce among Indian consumers: an empirical study

Scale development of customer satisfaction with complaint handling and service recovery in an e-commerce setting

This study explores the dimensionality of customer satisfaction with complaint handling in the service failure and recovery context. It provides evidence of construct validity for a new multi-item measure of e-commerce customer satisfaction. Items for this measure were developed by reviewing the complaint handling and service recovery literature. Confirmatory factor analyses supported a 5-factor structure to this measure: 1) recovery and return; 2) employee dealing and timely response; 3) complaint solution; 4) payment and security; and 5) website-related information. The structural equation also demonstrated predicted validity for the e-commerce customer satisfaction dimensions to complaint handling and service recovery as each of these five factors was verified to have a positive relationship with overall complainant satisfaction. The study concluded that online businesses should develop service recovery strategies that encompass monetary rewards in the context of a solution to the complaint.