The Impact Of Review And Rating On Customer Experience In Electronic Marketplaces

Canh Hoang and Bui Khoa
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Canh Hoang: Ho Chi Minh University of Banking
Bui Khoa: Industrial University of Ho Chi Minh City

Business Management, 2024, issue 2 Year 2024, 5-21

Abstract: With the proliferation of e-commerce, online marketplaces have become a dominant platform for consumer purchases. However, the factors driving positive customer experiences in these digital environments remain underexplored. This quantitative study investigates how online reviews and ratings influence customer experience in e-marketplaces. A survey was administered to 389 consumers who had made purchases on e-marketplaces in the past six months. Grounded in literature on online consumer behavior, the survey measured relationships between review quantity, review consistency, reviewer expertise, product/service ratings, and customer experience. The results reveal significantly positive impacts of review quantity, consistency, expertise, and ratings on customer experience. As consumers increasingly rely on peer-generated content for purchase decisions, these findings highlight the need for e-marketplace operators to optimize review and rating systems. By empirically demonstrating how online reviews shape the customer experience, this research provides timely insights for platforms, marketers, and policymakers aiming to improve customer satisfaction and loyalty in digital marketplaces. The study contributes to advancing academic understanding of how user-generated content and marketplace design elements interact to drive positive consumer outcomes.

Keywords: e-marketplaces; customer experience; reviews; ratings; consumer behavior (search for similar items in EconPapers)
JEL-codes: L87 L93 M31 (search for similar items in EconPapers)
Date: 2024
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