| dc.description.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. | en_US |
