Online Retail Service Quality, Who Satisfy? - Customer Satisfaction

Abstract

For the past few years, e-commerce has grown rapidly. Many companies or entrepreneurs choose this platform to sell their product through websites or applications. However, although e-commerce has grown and many customers enjoy using it, still profit gained from online platforms depend on quality of service as if the quality of service was bad it might affect the dissatisfaction of customers, and it might as well affect the business to fail. The purpose of this study to examine the connection between the e-quality service (e-SQ) of online service and customer satisfaction. The variables such as website design, reliability, responsiveness, and trust used to be measured to determine the level of dissatisfaction. There were about 162 respondents who participated in this study by answering the questionnaire that has been distributed via online platforms around China. Both primary and secondary data has been used for the data collection and this research was conducted as a quantitative method. SPSS and Smart PLS software were used for this study to analyze the data.