E-Service quality dimensions and their impact on customer satisfaction: Perceived value as a mediator - A case study of online shopping in Ho chi Minh city

Abstract

Understanding the fundamental elements of e-service quality and their impact on customer satisfaction is critical for businesses seeking long-term success in the quickly expanding e-commerce landscape. This study looks at the characteristics of e-service quality and how they affect consumer satisfaction in the fast-paced world of online purchasing in Ho Chi Minh City. The study also looks into the role of perceived value as a moderator in the relationship between e-service quality and customer happiness. This study looks into the elements of e-service quality and their impact on consumer satisfaction in the online retail scene in Ho Chi Minh City. The study, conducted with 280 participants, focuses on efficiency, fulfillment, system availability, and privacy. The research uses both electronic and paper-based questionnaires to gather data from diverse online shoppers. The findings are based on empirical evaluation using SPSS and SMARTPLS analytical tools. The study reveals that critical dimensions of e-service quality significantly influence customer satisfaction in the context of online shopping. Furthermore, the study elucidates the mediating role of perceived value, providing a better understanding of the psychological mechanisms that translate e-service quality into satisfied customers. The findings of this study not only contribute to the academic discourse surrounding e-commerce, but they also have practical implications for businesses looking to improve their online service offerings.