E-commerce Service Quality Research Articles

Outcomes of E-Commerce Adoption on Enhancing Small and Medium Enterprises Performance in Tanzania: A Case of Ilala Municipal Council

The study was carriedout examine the outcomes of e-commerce adoption on enhancing small and medium enterprises performance in Tanzania, a case study of Ilala Municipal Council. We investigated SMEs owners and operaters using online surveys. It was guided by three independent variables, namely e-commerce information quality, system quality and service quality as independent variables while e-commerce use and user satisfaction were mediating variables. The study used cross-sectional survey research design, adopted a positivist philosophy, a deductive approach, a quantitative mono-method, and a survey strategy. On examining the influence of e-commerce information quality on enhancing SMEs performance, the study has found that there is insignificant direct influence of e-commerce information quality on e-commerce use. The study has found that e-commerce use has a positive significant influence on performance of SMEs. The study also has found that e-commerce information quality has a positive significant influence on e-commerce user satisfaction. Furthermore, the study has found e-commerce user satisfaction has a significant positive influence on SMEs’ performance. On examining the influence of e-commerce system quality on enhancing performance of SMEs, the study has found e-commerce system quality has a positive significant influence on e-commerce use. The study has found e-commerce use has a significant positive mediating influence on performance of SMEs. The study also found e-commerce system quality has a positive significant influence on e-commerce user satisfaction. Additionally, the study has found e-commerce user satisfaction has a positive significant influence on performance of SMEs On examine the influence of E-commerce service quality on enhancing SMEs performance, the study has found E-commerce service quality has a positive insignificant influence on E-commerce use. Additionally, the study has found e-commerce use has a positive significance influence on performance of SMEs. The study also found e-commerce service quality has a positive insignificant direct influence on e-commerce user satisfaction. On the other hand, the study has found that e-commerce user satisfaction has a positive significant influence on performance of SMEs. This is a comprehensive study conducted in Tanzania regarding the adoption of ecommerce, and factors influencing post-adoption of ecommerce improve SMEs performance.

Analisis Kepuasan Generasi Z terhadap Layanan E-Commerce: Implementasi Distribusi Binomial

This research aims to determine the probability of success in testing the quality of e-commerce services. The variables in this research consider the quality of e-commerce services and customer satisfaction, which are then grouped again based on dimensions. The dimensions of e-commerce services are product availability, delivery, and information and complaints. A binomial distribution is used to estimate the indicators in that dimension. Indicators in this dimension include product availability, delivery time, price and reliability, product quality and condition, customer complaints and return policies, and information quality. Success and samples were taken with n equal to 14 respondents as one representative of each study program. The population N is modeled using a binomial distribution by conducting n experiments. Each trial has two possible outcomes, namely success or failure. The probabilities of success and failure are expressed jointly by p and 1-p. The instrument used to collect data was a questionnaire with a Likert scale. The results of this research are p (strongly agree) = 0.191, p (agree) = 0.466, p (somewhat agree) = 0.269, p (disagree) = 0.046 and p (strongly disagree) = 0.027. Strongly agree, agree, and so on, state the respondent's answer to the statement about Shopee's service quality. The probability of success will increase when the sample size is smaller than a considerable probability value based on trials with varying n and x values.

Analysis of Consumer Service Quality Factors Impacting on Online Shopping Based on Technology Acceptance Model: A Green Purchase Intent in China

The effect of different service quality factors on online shopping, specifically green purchase intention in China is examined in this work. By employing partial least squares structured equation modelling (PLS-SEM), the study assessed the data obtained from 159 respondents who filled out valid semi-structured questionnaires from the e-commerce company’s employees. Based on the TAM model, this study tested the consumer green purchase intentions where the factors involved were supply chain management, inventory management, supplier relationships, quality control, and return policies. All these aspects, the study established, increase customer satisfaction and the likelihood of buying the product. Customer satisfaction is a mediator that balances the association between e-commerce platform service quality and consumer buying behaviour. Similarly, the study findings revealed that supply chain management practices, inventory management, relationships with suppliers, quality management and return policies regarding green products were significant factors that affected green purchase intention. The study emphasizes the need to sustain high standards of service delivery to increase employees’ customers’ satisfaction and consumption cultures. Behavioural e-commerce and consumer research are both advanced by this study, and findings aimed at enhancing e-commerce service quality and encouraging environmentally friendly purchasing. However, the findings of the study cannot be generalized widely due to the regional context and the small sample size of the study, so it is imperative to conduct more extensive Studies that can support these findings.

E-commerce in food products in the EAEU member states: a sociological aspect

An initial testing of the developed sociological research methodology was carried out, aimed at assessing the level of consumer protection in the EAEU member states, including in the implementation of electronic commerce. Primary results are presented that reveal the behavior of consumers purchasing food products in online stores, as well as consumers’ assessment of the quality of e-commerce services.

Assessing E-Commerce Service Quality: A Hierarchical Evaluation Model for Online Sales Firms

Assessing E-Commerce Service Quality: A Hierarchical Evaluation Model for Online Sales Firms

Multi-angle perception and convolutional neural network for service quality evaluation of cross-border e-commerce logistics enterprise.

The development of cross-border e-commerce logistics services has injected new vitality into the development of international trade, and therefore has become a new hot spot in theoretical research. In order to ensure the healthy development of cross-border e-commerce, it is urgent to build a set of scientific and effective evaluation mechanisms to scientifically evaluate the logistics service quality of cross-border e-commerce. Multi-angle perceptual convolutional neural network is a framework for service scene identification of cross-border e-commerce logistics enterprises based on deep convolutional neural network and multi-angle perceptual width learning. In this article, both shallow features and deep features were input into the deep perception model (DPM) to obtain a set of distinguishable features with causal structure, which was used to completely describe the high-level semantic information of cross-border e-commerce logistics enterprise services. Among them, DPM mainly adopts the fusion strategy of shallow feature and deep feature. Meanwhile, the feature representation is input into the width learning pattern recognition system for training and classification, so as to evaluate the service quality of cross-border e-commerce logistics enterprises. The multi-angle perceptual convolutional neural network can effectively solve the problems of high similarity between service classes of cross-border e-commerce logistics enterprises and large differences within the class, and achieve better generalization performance and algorithm complexity than support vector machine, random forest and convolutional neural network.

The Effect Of Product Quality, Price, And Service On Consumer Satisfaction Of Shopee Application Users In Medan City

The purpose of this study was to determine the effect of price on consumer satisfaction of Shopee application users in Medan City. Today, the development of e-commerce has influenced people's lifestyles, allowing online shopping with convenience. Shopee as an e-commerce platform continues to grow, but it is important to understand customer expectations and fulfill their needs. This research explores the factors that influence e-commerce service quality and how to improve the shopping experience. This study combines the theories of customer satisfaction and service quality using Shopee Visitor Population Data 2022 in Medan City with a sample of 99. The results showed that product quality, price, and service together contribute positively and significantly to the consumer satisfaction of Shopee application users. This shows that Shopee can increase the level of customer satisfaction by focusing on product quality development, effective price management, and continuous application update efforts.

Impact of AI on E-Commerce Service Quality and Consumer Satisfaction

Impact of AI on E-Commerce Service Quality and Consumer Satisfaction

E-Ticaret Hizmet Kalitesinin Yeniden Satın Alma Üzerindeki Etkisi

In the last decade, there has been a significant increase in the number of companies joining e-commerce platforms because more and more people shop online worldwide. This phenomenon has given the competition a more international flavor. Many companies sell products of the same price and quality. Therefore, customers have different expectations when they purchase products and services. The most important expectation is service quality and trust. Millions of consumers shop for their daily needs online and expect the goods to be delivered timely and safely onto their doorsteps, making logistics service quality more critical than ever. Therefore, companies interested in increasing their sales volume should pay attention to service quality. This study investigated the effect of e-commerce service quality (information quality, courier services, and privacy and security) on online shoppers’ trust and repurchase intention. The sample consisted of 612 e-commerce users. Data were collected using a survey. The data were analyzed using a structural equation model. The results showed that information quality, courier services, and privacy and security positively affected customer trust. The results also showed that courier services, customer trust, and privacy and security positively affected repurchase intention.

The Secret to Success in Agriculture E-Commerce: E-Service Quality of Panenpa

The development of digital technology is an innovation that able to increase the country's economic growth. This development is considered as the key solutions to any problems in Indonesia. Sectors that have high potential is the agricultural sector. Agricultural e-commerce system is one the instance form of implementing digital technology in the agricultural sector. It plays a pivotal role in helping farmers to market their agricultural products and on the other hand, it provides benefits for fresh products consumers. The aim of this research is to synthesize the existing literature on the e-service systems in the agricultural fields by exploring the readiness of the e-commerce, tailored to working women/working housewives in Bali. This research used a qualitative method, and the data was collected using purposive sampling technique through the interview method. For the results, researcher founded knowledge gaps and beliefs in the domains of delivery service, product quality and payments fulfilment. To bridge identified gaps, researcher strongly suggest renewal and improvement on the lacking to meet customers satisfaction and escalate repurchase intention. For practitioners, this study is meaningful in the study of electronic service quality of agricultural e-commerce to understand customer’s motivation and expectations towards the use of e-service.

The Determinant Factor Of E-Commerce User Satisfaction Mediated By Customer Experience

The research is proposed to examine the determinant factors of e-commerce user satisfaction that mediated by customer experience in Indonesia. Some measurement items were adopted from existing literature. To get the result on how this affects the satisfaction, this research used a quantitative approach to descriptive analysis. This study uses 284 respondents in five e-commerce namely; Tokopedia, Shopee, Bukalapak, Blibli, JD.id, Lazada, and Zalora. The researchers distributed the questionnaire through social media and online messaging applications. Based on the demographic profile of respondents, the researchers discovered that the respondents are an educated person, work as professional employees or college students, and allocate more than once per week to shop on e-commerce platforms. The structural equation model developed in this study was tested using Partial Least Squares (PLS) to analyze data from 284 respondents. The results of the study found that the relationship between e-commerce innovation and e-commerce service quality have a positive impact on customer satisfaction that mediated by customer experience. This study was focused on relationship between e-commerce innovation, e-commerce service quality, customer experience, and customer satisfaction. Therefore, further research is expected to be able to test the determinants of the other factors.

Systematic investigation of the logistics service quality of cross-border e-commerce: a mixed-methods perspective

PurposeThis study explores the factors that characterize the logistics service quality (LSQ) of cross-border e-commerce and identifies the different relationships between these factors with respect to customer satisfaction.Design/methodology/approachThe study applied a two-stage mixed-methods design. The first stage (Stage 1) was a qualitative study of 3,000 reviews from the Amazon China e-commerce platform. The second stage (Stage 2) included a quantitative study that analyzed survey data from 590 Chinese cross-border e-commerce customers using the Kano model.FindingsStage 1 involved developing a conceptual framework for the LSQ of cross-border e-commerce, including six dimensions: timeliness, safety, reliability, economy, personnel contact quality and information quality. In Stage 2, the study found that only reliability and personnel contact quality indicators are linearly related to customer satisfaction. Timeliness and the safety of packaging greatly contribute to customer satisfaction, but do not cause dissatisfaction when unfulfilled. Economics and information quality indicators, and the safety of goods, are basic requirements that tend to provoke customer dissatisfaction when unmet, but do not increase customer satisfaction when they are met.Originality/valueThis study is one of the first to construct a conceptual model of LSQ that applies to cross-border e-commerce and to identify the instrumental nature of various LSQ attributes and their impact on improved customer satisfaction.

Improving the service quality of cross-border e-commerce: How to understand online consumer reviews from a cultural differences perspective.

Cross-border e-commerce (CBEC) consumers come from different countries; thus, cultural differences may affect their evaluations and perceptions of service quality. This paper follows Hofstede's framework as a theoretical anchor to explore how to use online consumer reviews that reflect cultural differences to improve the service quality of CBEC. First, based on a latent Dirichlet allocation model, 14 service quality issues that consumers are concerned about in CBEC were identified. Second, a generalized ordered logistic regression model was explored to analyze the cultural influences on consumer sentiment orientation. Finally, the effect of each cultural dimension on consumer service quality perception in CBEC was evaluated by employing a binary logistic regression model. The results showed that consumers paid more attention to the service quality of logistics service, customs efficiency and tariff, shopping experience, and so on. Cultural dimensions significantly impacted consumers' emotional tendencies. Moreover, cultural dimensions had significant impacts on consumers' service quality perception (e.g., logistics service, trust in sellers, customs disputes, and cell phone performance). Still, consumers' quality perceptions of some services (e.g., cell phone functions, items as described, logistics package quality, and gifts) were less affected by cultural dimensions. Our findings not only provide new perspectives for CBEC consumer behavior studies on quality improvement but also provide practical implications for CBEC enterprises.

Measuring E-Commerce Service Quality for the Adoption of Online Shopping during COVID-19: Applying Unified Theory and Use of Technology Model (UTAUT) Model Approach

Measuring E-Commerce Service Quality for the Adoption of Online Shopping during COVID-19: Applying Unified Theory and Use of Technology Model (UTAUT) Model Approach

ANTESEDEN CUSTOMER LOYALTY

The aim of this study is to determine the influence factors of e-commerce Service Quality Logistics on Customer Satisfaction and Customer Loyalty. The population in this study are Shopee e-commerce users in Bekasi. The sampling technique used was purposive sampling with 198 respondents. This type of research is quantitative research with data collection techniques distributing questionnaires via Google form using a Likert scale of 1 to 5. This research uses the Structural Equation Modeling (SEM) method through the AMOS software program to process data. The results showed that Order Accuracy had no positive effect on Customer Satisfaction, Order Condition had no positive effect on Customer Satisfaction, Timeliness had no positive effect on Customer Satisfaction, Order Discrepancy Handling had a positive effect on Customer Satisfaction, Customer Satisfaction had a positive effect on Customer Loyalty.

E-commerce service quality influence on domestic tourists satisfaction in Tanzania: a pursuit to sustaining tourism growth amid COVID-19 pandemic

E-commerce service quality influence on domestic tourists satisfaction in Tanzania: a pursuit to sustaining tourism growth amid COVID-19 pandemic

E-commerce service quality influence on domestic tourists satisfaction in Tanzania: a pursuit to sustaining tourism growth amid COVID 19 pandemic

E-commerce service quality influence on domestic tourists satisfaction in Tanzania: a pursuit to sustaining tourism growth amid COVID 19 pandemic

The Insights, “Comfort” Effect and Bottleneck Breakthrough of “E-Commerce Temperature” during the COVID-19 Pandemic

The impact of the COVID-19 pandemic on fresh food e-commerce has led to a loss of consumers, and “e-commerce temperature” is seen as an important means of alleviating consumer dissatisfaction and retaining consumers. To explore the connotation and effect of it, and to break through possible “comfort” bottlenecks, we used online reviews of the Jingdong fresh food platform as research data, mined the characteristics of “e-commerce temperature” with the help of the LDA topic model, and evaluated the mechanism of “e-commerce temperature” on consumer satisfaction during the pandemic by using quasi-natural experiments and Word2vec-based sentiment analysis. The results show that “e-commerce temperature” has five connotations of logistics commitment, humanized delivery, health pledge, pandemic perseverance, and consumer care, which can effectively mitigate the loss of consumer satisfaction. Interestingly, we found that the “e-commerce temperature” has a limited “comfort” effect. Additionally, further social network analysis shows that the bottleneck is mainly due to the consumers’ psychological gaps when comparing the usual e-commerce services, and cretailers can repair them through financial compensation and spiritual solace. The study explores e-commerce service quality at different pandemic stages with the help of text mining techniques, enriches the theory of e-commerce research, and alleviates the Hawthorne bias in traditional empirical studies. This study also provides a reference for e-retailers to improve service quality and respond to emergencies in a changing post-pandemic era.

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.

Factors Affecting E-Commerce Customer Loyalty In Indonesia

Digital growth in Indonesia, especially e-commerce is very fast, competition between online businesses is getting tighter. Customers easily move from one place to another to get the best. In a marketing strategy in a time where competition is so fierce today, the most important thing for marketers is to maintain good relationships with customers, in other statement, the challenge and priority of the e-commerce business is to maintain loyalty. Loyalty, customer satisfaction, and customer trust in the e-commerce context are expected to be the critical factors in determining e-commerce success. The design of e-commerce mobile applications, customer service quality, and promotion offers are closely contributed to these factors. However, despite its growth, previous studies confirmed that sustaining customer loyalty is challenging for e-commerce providers. This study aimed at understanding the factors that contributed to keeping customers continue using e-commerce in the Indonesian market. This quantitative research involved 323 respondents who performed repeat online buying on certain e-commerce mobile applications. The data was collected through an online questionnaire consisting of statements on a Likert scale. SmartPLS was used as the data analysis tool. The study's outcomes confirmed that customer satisfaction and promotion offers have a significant impact on customer loyalty. Customer service quality, promotion offers, and mobile applications design of e-commerce influenced customer satisfaction. customer trust has a minor impact on loyalty, and discount promotions have a minor impact on consumer trust as well. The study's results show that customer loyalty is impacted by service quality, effective application design, and leads to customer happiness; customer satisfaction creates loyalty.