Impact of E-service Quality on Customer Satisfaction: An Empirical Assessment

Abstract

Ensuring a service quality is a top concern for all e-commerce platforms since it is vital in ensuring customer pleasure, which is the ultimate goal of all e-commerce operations. This study aims to investigate the influence of e-service quality on customer satisfaction in an online buying environment using its seven aspects. A well-structured questionnaire was created to elicit respondents' opinions on the quality of e-services and their degree of satisfaction. Data from 610 respondents revealed that the quality of e-services has a favorable and significant influence on customer satisfaction. According to the survey, contact and privacy influence customer satisfaction the most, followed by system availability and efficiency. According to the report, e-retailers should focus on crucial e-service quality characteristics to guarantee that their offerings fit client wants and preferences. The study also recommended improvement areas to increase consumer happiness and assure long-term success.