E-Commerce Experience and Customer Satisfaction in Digital Platforms

Ygnacio Tomaylla-Quispe (), Olger Gutierrez-Aguilar (), Sandra Chicana-Huanca () and Aleixandre Duche-Perez ()
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Ygnacio Tomaylla-Quispe: Universidad Nacional de San Agustin de Arequipa
Olger Gutierrez-Aguilar: Universidad Nacional de San Agustin de Arequipa
Sandra Chicana-Huanca: Universidad Nacional de San Agustin de Arequipa
Aleixandre Duche-Perez: Universidad Nacional de San Agustin de Arequipa

Chapter 25 in Management, Tourism, and Smart Technologies, Vol 2, 2026, pp 305-315 from Springer

Abstract: Abstract This quantitative, cross-sectional study evaluates the online shopping experience by examining factors such as perceived security, consumer trust, ease of use, price-quality ratio, and customer service, as well as their influence on consumer satisfaction. Structural equation modeling using the Partial Least Squares (PLS) technique was employed to analyze data from 216 undergraduate students from various disciplines at a private university. The findings reveal that ease of use positively impacts consumer satisfaction and trust, enhancing the overall shopping experience. Perceived security not only directly influences customer satisfaction but also strengthens consumer trust by providing a secure environment for online transactions. Additionally, a favorable price-quality ratio enhances ease of use and satisfaction. However, while customer service contributes to perceived security, it does not show a significant relationship with customer satisfaction. These results provide valuable insights for e-commerce businesses, highlighting the need to optimize usability, security, and trust to enhance customer satisfaction.

Keywords: Shopping experience; Customer satisfaction; Digital platforms; Perceived security; Consumer trust (search for similar items in EconPapers)
Date: 2026
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DOI: 10.1007/978-3-032-24600-4_25

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