Background and Objective: With the increasing growth of e-commerce worldwide, attracting and retaining customers has become crucial for companies. The utilization of e-services enables companies and organizations to gain a sustainable competitive advantage, providing unique opportunities for businesses. Previous studies have indicated that the quality of e-services can significantly impact customer trust and satisfaction. Therefore, this study aims to examine the influence of e-service quality on customer satisfaction and trust in online purchases. Research Methodology: The statistical population of this research includes 4200 purchasers of clothing, bags, shoes, food, and beverages throughout Iran. Due to no significant differences in the type of online purchasing methods among customers, a simple random sampling method was employed, and the sample size was determined to be 352 individuals. The required data were collected through the standard questionnaire developed by Rita et al. (2019). The collected data were analyzed using SPSS version 23, employing correlation and regression tests. Findings: The results of the research analysis revealed a significant positive relationship between e-service quality and website design and customer service. Additionally, a positive and significant correlation was found between e-service quality, privacy security, and service fulfillment. Other findings indicated the impact of e-service quality on customer satisfaction and trust. Conclusion: Based on the obtained results, it can be inferred that companies aiming to enhance profitability should invest in improving customer satisfaction and loyalty through e-services. Focusing on enhancing the quality of e-services is recommended to achieve this goal.
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Souri,F. (2021). The Impact of E-Service Quality on Customer Satisfaction and Trust in Online Purchases. Transactions on Data Analysis in Social Science, 3(3), 127-135. doi: 10.47176/TDASS.2021.127
MLA
Souri,F. . "The Impact of E-Service Quality on Customer Satisfaction and Trust in Online Purchases", Transactions on Data Analysis in Social Science, 3, 3, 2021, 127-135. doi: 10.47176/TDASS.2021.127
HARVARD
Souri F. (2021). 'The Impact of E-Service Quality on Customer Satisfaction and Trust in Online Purchases', Transactions on Data Analysis in Social Science, 3(3), pp. 127-135. doi: 10.47176/TDASS.2021.127
CHICAGO
F. Souri, "The Impact of E-Service Quality on Customer Satisfaction and Trust in Online Purchases," Transactions on Data Analysis in Social Science, 3 3 (2021): 127-135, doi: 10.47176/TDASS.2021.127
VANCOUVER
Souri F. The Impact of E-Service Quality on Customer Satisfaction and Trust in Online Purchases. TDASS, 2021; 3(3): 127-135. doi: 10.47176/TDASS.2021.127
