dc.description.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. | en_US |