Empirical Modeling of Customer Satisfaction for E-Services in Cross-Border E-Commerce

Hamed Taherdoost () and Mitra Madanchian ()
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Hamed Taherdoost: Hamta Business Corporation
Mitra Madanchian: Research Club (Research and Development Departement) | Hamta Group

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Abstract: This paper presents an empirical analysis of significant features of the e-service satisfaction model (ESM) as an important element of a sharing economy. Customer satisfaction is regarded as one determining factor in the success of businesses. Therefore, customer satisfaction is considered one of the most critical features that determine the success of activities conducted by online businesses for cross-border e-commerce. Therefore, companies essentially need to measure the interaction and satisfaction level of their customers to improve the performance of their business. In this study, we employed content validity, exploratory factor analysis, constructive testing, and cluster discrimination to examine the survey instrument and test the e-service satisfaction model (ESM) in the context of e-commerce. To ensure the validation of measurement models and the proposed instruments, structural equation modeling was applied through SPSS AMOS software. According to the results of our study, the presented survey instrument is a strong and reliable tool to create customer interaction in cross-border e-commerce by identifying the various key factors affecting customer satisfaction.

Keywords: Taherdoost; customer satisfaction; e-commerce satisfaction; e-service satisfaction; e-service satisfaction model (ESM); electronic service (e-service); e-commerce; information management; information system management (search for similar items in EconPapers)
Date: 2021-06-25
New Economics Papers: this item is included in nep-pay
Note: View the original document on HAL open archive server: https://hal.science/hal-03741849
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Citations: View citations in EconPapers (2)

Published in Electronics, 2021, 10, ⟨10.3390/electronics10131547⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03741849

DOI: 10.3390/electronics10131547

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