The impact of E-service quality and customer satisfaction on online shopping behavior in the case of shopee Vietnam

Abstract

The topic "The impact of e-service quality and customer satisfaction on online shopping behavior in the case of Shopee Vietnam" was carried out with the goal of discovering and measuring the impact of e-service quality and customer satisfaction. customers to online shopping behavior in the case of Shopee Vietnam. Using qualitative and quantitative research methods, the author conducted research with n = 405 samples. The results show a strong impact of Website Design impact on Customer satisfaction; Customer satisfaction impact on Online shopping behavior; Website Design impact on E-service quality; Fulfillment impact on E-service quality; Customer Service impact on E-service quality; E-service quality impact on Online shopping behavior; Security/Privacy impact on E-service quality. Finally, based on these results, the author makes appropriate suggestions to develop online shopping customer satisfaction in the case of Shopee Vietnam.