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Design/methodology/approach –" /> <meta property="article:author" content="https://horizoncampus.academia.edu/ChrishankarJanathanan" /> <meta property="article:author" content="https://northumbria.academia.edu/VigneswaranVipushan" /> <meta name="description" content="Purpose – The purpose of this research is to identify how the service quality of e-commerce industries cause an impact on customer satisfaction and to identify the necessity of service quality in an e-commerce industry. Design/methodology/approach –" /> <title>(PDF) The impact of service quality related to e-commerce on customer satisfaction at Retail Genius (Pvt) Ltd | Chrishankar Janathanan and Vigneswaran Vipushan - Academia.edu</title> <link rel="canonical" href="https://www.academia.edu/37179384/The_impact_of_service_quality_related_to_e_commerce_on_customer_satisfaction_at_Retail_Genius_Pvt_Ltd" /> <script async src="https://www.googletagmanager.com/gtag/js?id=G-5VKX33P2DS"></script> <script> window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-5VKX33P2DS', { cookie_domain: 'academia.edu', send_page_view: false, }); gtag('event', 'page_view', { 'controller': "single_work", 'action': "show", 'controller_action': 'single_work#show', 'logged_in': 'false', 'edge': 'unknown', // Send nil if there is no A/B test bucket, in case some records get logged // with missing data - that way we can distinguish between the two cases. // ab_test_bucket should be of the form <ab_test_name>:<bucket> 'ab_test_bucket': null, }) </script> <script> var $controller_name = 'single_work'; var $action_name = "show"; var $rails_env = 'production'; var $app_rev = '92477ec68c09d28ae4730a4143c926f074776319'; var $domain = 'academia.edu'; var $app_host = "academia.edu"; var $asset_host = "academia-assets.com"; var $start_time = new Date().getTime(); var $recaptcha_key = "6LdxlRMTAAAAADnu_zyLhLg0YF9uACwz78shpjJB"; var $recaptcha_invisible_key = "6Lf3KHUUAAAAACggoMpmGJdQDtiyrjVlvGJ6BbAj"; var $disableClientRecordHit = false; </script> <script> window.require = { config: function() { return function() {} } } </script> <script> window.Aedu = window.Aedu || {}; window.Aedu.hit_data = null; window.Aedu.serverRenderTime = new Date(1732776607000); window.Aedu.timeDifference = new Date().getTime() - 1732776607000; </script> <script type="application/ld+json">{"@context":"https://schema.org","@type":"ScholarlyArticle","abstract":"Purpose – The purpose of this research is to identify how the service quality of e-commerce industries cause an impact on customer satisfaction and to identify the necessity of service quality in an e-commerce industry. Design/methodology/approach – This research examines the impact of service quality of the e-commerce on customer satisfaction with specific reference to Retail Genius. Furthermore, qualitative analysis through questionnaire while three interviews for qualitative analysis were conducted as the data collection tools for this research. In addition, the sampling method that was used is convenience sampling as everyone was a potential customer. The sample size was limited to 217 respondents. Furthermore, data that were gathered from the data collection were analysed through using SPSS software. Findings – Furthermore, all four hypotheses in the research were accepted for the relationships between customer satisfaction and the independent variables such as ease of use, trust, website design and information quality. Furthermore, the correlation values between customer satisfaction and ease of use was 0.712, while the relationship between customer satisfaction and website design is 0.770 and relationship between customer satisfaction and trust is 0.811. And the relationship between customer satisfaction and information quality is 0.821. Therefore, the findings show that there are positive correlations between the dependent and independent variables. Originality/value – This research helps to overcome the problems which are faced in the based articles. Furthermore, the research creates a functional and less complex process in order to create service quality to forecast the customer satisfaction.","author":[{"@context":"https://schema.org","@type":"Person","name":"Chrishankar Janathanan"},{"@context":"https://schema.org","@type":"Person","name":"Vigneswaran Vipushan"}],"contributor":[{"@context":"https://schema.org","@type":"Person","name":"Vigneswaran Vipushan"}],"dateCreated":"2018-08-04","dateModified":"2024-01-29","datePublished":null,"headline":"The impact of service quality related to e-commerce on customer satisfaction at Retail Genius (Pvt) Ltd","inLanguage":"en","keywords":["Digital Technology","E-Commerce"],"locationCreated":null,"publication":null,"publisher":{"@context":"https://schema.org","@type":"Organization","name":null},"image":null,"thumbnailUrl":null,"url":"https://www.academia.edu/37179384/The_impact_of_service_quality_related_to_e_commerce_on_customer_satisfaction_at_Retail_Genius_Pvt_Ltd","sourceOrganization":[{"@context":"https://schema.org","@type":"EducationalOrganization","name":"horizoncampus"},{"@context":"https://schema.org","@type":"EducationalOrganization","name":"northumbria"}]}</script><link rel="stylesheet" media="all" href="//a.academia-assets.com/assets/single_work_page/loswp-102fa537001ba4d8dcd921ad9bd56c474abc201906ea4843e7e7efe9dfbf561d.css" /><link rel="stylesheet" media="all" href="//a.academia-assets.com/assets/design_system/body-8d679e925718b5e8e4b18e9a4fab37f7eaa99e43386459376559080ac8f2856a.css" /><link rel="stylesheet" media="all" 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"https://www.academia.edu/login?post_login_redirect_url=https%3A%2F%2Fwww.academia.edu%2F37179384%2FThe_impact_of_service_quality_related_to_e_commerce_on_customer_satisfaction_at_Retail_Genius_Pvt_Ltd%3Fshow_translation%3Dtrue"; window.loswp.previewableAttachments = [{"id":57130698,"identifier":"Attachment_57130698","shouldShowBulkDownload":false}]; window.loswp.shouldDetectTimezone = true; window.loswp.shouldShowBulkDownload = true; window.loswp.showSignupCaptcha = false window.loswp.willEdgeCache = false; window.loswp.work = {"work":{"id":37179384,"created_at":"2018-08-04T04:09:11.573-07:00","from_world_paper_id":null,"updated_at":"2024-11-19T20:30:02.080-08:00","_data":{"abstract":"Purpose – The purpose of this research is to identify how the service quality of e-commerce industries cause an impact on customer satisfaction and to identify the necessity of service quality in an e-commerce industry. Design/methodology/approach – This research examines the impact of service quality of the e-commerce on customer satisfaction with specific reference to Retail Genius. Furthermore, qualitative analysis through questionnaire while three interviews for qualitative analysis were conducted as the data collection tools for this research. In addition, the sampling method that was used is convenience sampling as everyone was a potential customer. The sample size was limited to 217 respondents. Furthermore, data that were gathered from the data collection were analysed through using SPSS software. Findings – Furthermore, all four hypotheses in the research were accepted for the relationships between customer satisfaction and the independent variables such as ease of use, trust, website design and information quality. Furthermore, the correlation values between customer satisfaction and ease of use was 0.712, while the relationship between customer satisfaction and website design is 0.770 and relationship between customer satisfaction and trust is 0.811. And the relationship between customer satisfaction and information quality is 0.821. Therefore, the findings show that there are positive correlations between the dependent and independent variables. Originality/value – This research helps to overcome the problems which are faced in the based articles. Furthermore, the research creates a functional and less complex process in order to create service quality to forecast the customer satisfaction."},"document_type":"conference_presentation","pre_hit_view_count_baseline":null,"quality":"high","language":"en","title":"The impact of service quality related to e-commerce on customer satisfaction at Retail Genius (Pvt) Ltd","broadcastable":false,"draft":false,"has_indexable_attachment":true,"indexable":true}}["work"]; window.loswp.workCoauthors = [88480565,8809773]; window.loswp.locale = "en"; window.loswp.countryCode = "SG"; window.loswp.cwvAbTestBucket = ""; window.loswp.designVariant = "ds_vanilla"; window.loswp.fullPageMobileSutdModalVariant = "full_page_mobile_sutd_modal"; window.loswp.useOptimizedScribd4genScript = false; window.loswp.appleClientId = 'edu.academia.applesignon';</script><script defer="" src="https://accounts.google.com/gsi/client"></script><div class="ds-loswp-container"><div class="ds-work-card--grid-container"><div class="ds-work-card--container js-loswp-work-card"><div class="ds-work-card--cover"><div class="ds-work-cover--wrapper"><div class="ds-work-cover--container"><button class="ds-work-cover--clickable js-swp-download-button" data-signup-modal="{"location":"swp-splash-paper-cover","attachmentId":57130698,"attachmentType":"pdf"}"><img alt="First page of “The impact of service quality related to e-commerce on customer satisfaction at Retail Genius (Pvt) Ltd”" class="ds-work-cover--cover-thumbnail" src="https://0.academia-photos.com/attachment_thumbnails/57130698/mini_magick20190111-12760-1ft1t2t.png?1547199894" /><img alt="PDF Icon" class="ds-work-cover--file-icon" src="//a.academia-assets.com/assets/single_work_splash/adobe.icon-574afd46eb6b03a77a153a647fb47e30546f9215c0ee6a25df597a779717f9ef.svg" /><div class="ds-work-cover--hover-container"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span><p>Download Free PDF</p></div><div class="ds-work-cover--ribbon-container">Download Free PDF</div><div class="ds-work-cover--ribbon-triangle"></div></button></div></div></div><div class="ds-work-card--work-information"><h1 class="ds-work-card--work-title">The impact of service quality related to e-commerce on customer satisfaction at Retail Genius (Pvt) Ltd</h1><div class="ds-work-card--work-authors ds-work-card--detail"><a class="ds-work-card--author js-wsj-grid-card-author ds2-5-body-md ds2-5-body-link" data-author-id="88480565" href="https://northumbria.academia.edu/VigneswaranVipushan"><img alt="Profile image of Vigneswaran Vipushan" class="ds-work-card--author-avatar" src="https://0.academia-photos.com/88480565/20288530/19993251/s65_vigneswaran.vipushan.jpeg" />Vigneswaran Vipushan</a><a class="ds-work-card--author js-wsj-grid-card-author ds2-5-body-md ds2-5-body-link" data-author-id="8809773" href="https://horizoncampus.academia.edu/ChrishankarJanathanan"><img alt="Profile image of Chrishankar Janathanan" class="ds-work-card--author-avatar" src="https://0.academia-photos.com/8809773/6039858/127936588/s65_chrishankar.janathanan.jpg" />Chrishankar Janathanan</a></div><div class="ds-work-card--detail"></div><p class="ds-work-card--work-abstract ds-work-card--detail ds2-5-body-md">Purpose – The purpose of this research is to identify how the service quality of e-commerce industries cause an impact on customer satisfaction and to identify the necessity of service quality in an e-commerce industry. Design/methodology/approach – This research examines the impact of service quality of the e-commerce on customer satisfaction with specific reference to Retail Genius. Furthermore, qualitative analysis through questionnaire while three interviews for qualitative analysis were conducted as the data collection tools for this research. In addition, the sampling method that was used is convenience sampling as everyone was a potential customer. The sample size was limited to 217 respondents. Furthermore, data that were gathered from the data collection were analysed through using SPSS software. Findings – Furthermore, all four hypotheses in the research were accepted for the relationships between customer satisfaction and the independent variables such as ease of use, trust, website design and information quality. Furthermore, the correlation values between customer satisfaction and ease of use was 0.712, while the relationship between customer satisfaction and website design is 0.770 and relationship between customer satisfaction and trust is 0.811. And the relationship between customer satisfaction and information quality is 0.821. Therefore, the findings show that there are positive correlations between the dependent and independent variables. Originality/value – This research helps to overcome the problems which are faced in the based articles. Furthermore, the research creates a functional and less complex process in order to create service quality to forecast the customer satisfaction.</p><div class="ds-work-card--button-container"><button class="ds2-5-button js-swp-download-button" data-signup-modal="{"location":"continue-reading-button--work-card","attachmentId":57130698,"attachmentType":"pdf","workUrl":"https://www.academia.edu/37179384/The_impact_of_service_quality_related_to_e_commerce_on_customer_satisfaction_at_Retail_Genius_Pvt_Ltd"}">See full PDF</button><button class="ds2-5-button ds2-5-button--secondary js-swp-download-button" data-signup-modal="{"location":"download-pdf-button--work-card","attachmentId":57130698,"attachmentType":"pdf","workUrl":"https://www.academia.edu/37179384/The_impact_of_service_quality_related_to_e_commerce_on_customer_satisfaction_at_Retail_Genius_Pvt_Ltd"}"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span>Download PDF</button></div></div></div></div><div data-auto_select="false" data-client_id="331998490334-rsn3chp12mbkiqhl6e7lu2q0mlbu0f1b" data-doc_id="57130698" data-landing_url="https://www.academia.edu/37179384/The_impact_of_service_quality_related_to_e_commerce_on_customer_satisfaction_at_Retail_Genius_Pvt_Ltd" data-login_uri="https://www.academia.edu/registrations/google_one_tap" data-moment_callback="onGoogleOneTapEvent" id="g_id_onload"></div><div class="ds-top-related-works--grid-container"><div class="ds-related-content--container ds-top-related-works--container"><h2 class="ds-related-content--heading">Related papers</h2><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="0" data-entity-id="118210227" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/118210227/Study_Investigating_the_Effect_of_E_Service_Quality_on_Customer_s_Satisfaction_in_Online_Shopping">Study Investigating thè Effect of E- Service Quality on Customer’s Satisfaction in Online Shopping</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="194494534" href="https://independent.academia.edu/DrSunitaBharatwal">Dr Sunita Bharatwal</a></div><p class="ds-related-work--metadata ds2-5-body-xs">2019</p><p class="ds-related-work--abstract ds2-5-body-sm">Customer satisfaction is derived from thè functionalities and values, a product or Service can provide. 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The researcher ...</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Study Investigating thè Effect of E- Service Quality on Customer’s Satisfaction in Online Shopping","attachmentId":113889939,"attachmentType":"pdf","work_url":"https://www.academia.edu/118210227/Study_Investigating_the_Effect_of_E_Service_Quality_on_Customer_s_Satisfaction_in_Online_Shopping","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/118210227/Study_Investigating_the_Effect_of_E_Service_Quality_on_Customer_s_Satisfaction_in_Online_Shopping"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="1" data-entity-id="110484791" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/110484791/Customers_Satisfaction_on_the_Quality_of_E_Commerce">Customers’ Satisfaction on the Quality of E-Commerce</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="212160156" href="https://independent.academia.edu/HANITAHAIZAHAIRUDDIN2">HANITAHAIZA HAIRUDDIN</a></div><p class="ds-related-work--metadata ds2-5-body-xs">ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL, 2019</p><p class="ds-related-work--abstract ds2-5-body-sm">As an important profit driver for business, e-commerce gives various opportunities to small and huge companies to sustain. Customer will visit e-commerce repeatedly when they feel satisfy with e-commerce services. Hence, this study aims to investigate the impacts of service quality on e-commerce context. Information quality, e-service quality, security and usefulness were predicted to have positive relationship with the customers’ satisfaction. Using purposive sampling techniques, 388 questionnaires were collected from the customers who had experienced in using Lazada and Shopee e-commerce website. PLS-SEM was used to analyse the collected data and test the proposed research hypotheses. The results indicate that information quality, e-service quality and security have positive relationship with user satisfaction, while usefulness is not significant. 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The research objective is to analyze the quality of e-commerce pelayana on consumer satisfaction in Indonesia Online Store Students in Singapore, the approach used to measure the quality of service is using ESERVQUAL, which ...</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Quality of Service e-commerce on Consumer Satisfaction with Method E-Servqual (Studies in Student Banjarmasin South Kalimantan)","attachmentId":89349179,"attachmentType":"pdf","work_url":"https://www.academia.edu/84266780/Quality_of_Service_e_commerce_on_Consumer_Satisfaction_with_Method_E_Servqual_Studies_in_Student_Banjarmasin_South_Kalimantan_","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/84266780/Quality_of_Service_e_commerce_on_Consumer_Satisfaction_with_Method_E_Servqual_Studies_in_Student_Banjarmasin_South_Kalimantan_"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="4" data-entity-id="78893564" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/78893564/Factors_Affecting_Customer_Satisfaction_In_E_Commerce">Factors Affecting Customer Satisfaction In E-Commerce</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="130991374" href="https://independent.academia.edu/hafizhahmad5">hafizh ahmad</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Jurnal Ilmiah Teknik Industri, 2021</p><p class="ds-related-work--abstract ds2-5-body-sm">This research aims to identify the influence of website quality, product quality, product price, and safety shopping on e-commerce customer satisfaction and determine the significant factor influencing e-commerce customer satisfaction. The method used in this research is multiple linear regression analysis to identify the relationship between independent variables and dependent variables. This research uses the purposive sampling technique to determine the sample size through an online questionnaire to obtain the primary data. The 184 respondents respond to the online questionnaire through social media. This research shows that website quality, product quality, product price, and safety shopping simultaneously influence customer satisfaction. Furthermore, the most significant factor affecting customer satisfaction is product quality; this factor contributes as much as 38% among the other three independent variables in this research.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Factors Affecting Customer Satisfaction In E-Commerce","attachmentId":85777060,"attachmentType":"pdf","work_url":"https://www.academia.edu/78893564/Factors_Affecting_Customer_Satisfaction_In_E_Commerce","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/78893564/Factors_Affecting_Customer_Satisfaction_In_E_Commerce"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="5" data-entity-id="52413760" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/52413760/The_impact_of_e_service_quality_and_customer_satisfaction_on_customer_behavior_in_online_shopping">The impact of e-service quality and customer satisfaction on customer behavior in online shopping</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="31831983" href="https://unl-pt.academia.edu/PauloRita">Paulo Rita</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Heliyon</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"The impact of e-service quality and customer satisfaction on customer behavior in online shopping","attachmentId":69687941,"attachmentType":"pdf","work_url":"https://www.academia.edu/52413760/The_impact_of_e_service_quality_and_customer_satisfaction_on_customer_behavior_in_online_shopping","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/52413760/The_impact_of_e_service_quality_and_customer_satisfaction_on_customer_behavior_in_online_shopping"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="6" data-entity-id="104875943" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/104875943/Comprehensive_Evaluation_of_E_Service_Quality_Determinants_Studying_the_Impact_of_these_Key_Quality_Determinants_On_The_Satisfaction_and_Loyalty_of_Online_Jordanian_Customers">Comprehensive Evaluation of E-Service Quality Determinants. "Studying the Impact of these Key Quality Determinants On The Satisfaction and Loyalty of Online Jordanian Customers</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="258120507" href="https://independent.academia.edu/EbenezerAppiah35">Ebenezer Appiah</a></div><p class="ds-related-work--metadata ds2-5-body-xs">European Journal of Business and Management, 2019</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Comprehensive Evaluation of E-Service Quality Determinants. \"Studying the Impact of these Key Quality Determinants On The Satisfaction and Loyalty of Online Jordanian Customers","attachmentId":104486623,"attachmentType":"pdf","work_url":"https://www.academia.edu/104875943/Comprehensive_Evaluation_of_E_Service_Quality_Determinants_Studying_the_Impact_of_these_Key_Quality_Determinants_On_The_Satisfaction_and_Loyalty_of_Online_Jordanian_Customers","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/104875943/Comprehensive_Evaluation_of_E_Service_Quality_Determinants_Studying_the_Impact_of_these_Key_Quality_Determinants_On_The_Satisfaction_and_Loyalty_of_Online_Jordanian_Customers"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="7" data-entity-id="96582418" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/96582418/Effect_and_Consequence_e_Customer_Satisfaction_for_e_Commerce_Users">Effect and Consequence e-Customer Satisfaction for e-Commerce Users</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="233569446" href="https://independent.academia.edu/andajanierna">erna andajani</a></div><p class="ds-related-work--metadata ds2-5-body-xs">IPTEK Journal of Proceedings Series, 2021</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"Effect and Consequence e-Customer Satisfaction for e-Commerce Users","attachmentId":98441504,"attachmentType":"pdf","work_url":"https://www.academia.edu/96582418/Effect_and_Consequence_e_Customer_Satisfaction_for_e_Commerce_Users","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/96582418/Effect_and_Consequence_e_Customer_Satisfaction_for_e_Commerce_Users"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="8" data-entity-id="60425627" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/60425627/An_Examination_on_E_Service_quality_in_online_shopping">An Examination on E Service quality in online shopping</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="29835313" href="https://periyaruniv.academia.edu/RanjithaParameshwaran">Ranjitha Parameshwaran</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Blue Eyes Intelligence Engineering & Science, 2019</p><p class="ds-related-work--abstract ds2-5-body-sm">Online shopping is the use of internet as means of communication with consumers, the field of e-commerce, e-service quality in online shopping has experienced a rapid growth in the recent years. The empirical study is attempted to focus on the e-service quality of online shopping in Salem city consumers. The major objectives of the research were to know the perception of online buyers about online service quality, to know the factors influencing and identify the problems of online shopping of e-service quality; with the help of structured questionnaire for primary data with sample size of 100 respondents. The statistical tools used for this research study were the following: Percentage Analysis, One-sample t-test, Ranking Analysis and Chi-square test.</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"An Examination on E Service quality in online shopping","attachmentId":73878175,"attachmentType":"pdf","work_url":"https://www.academia.edu/60425627/An_Examination_on_E_Service_quality_in_online_shopping","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/60425627/An_Examination_on_E_Service_quality_in_online_shopping"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div><div class="ds-related-work--container js-wsj-grid-card" data-collection-position="9" data-entity-id="109219914" data-sort-order="default"><a class="ds-related-work--title js-wsj-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/109219914/The_Importance_of_Consumer_Satisfaction_for_E_Commerce_Users_How_That_Affects_Consumer_Behavior_on_Consumer_Satisfaction">The Importance of Consumer Satisfaction for E-Commerce Users: How That Affects Consumer Behavior on Consumer Satisfaction?</a><div class="ds-related-work--metadata"><a class="js-wsj-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="123061503" href="https://unibi.academia.edu/RatihHadiantini">Ratih Hadiantini</a></div><p class="ds-related-work--metadata ds2-5-body-xs">Proceedings of the First International Conference on Science, Technology, Engineering and Industrial Revolution (ICSTEIR 2020), 2021</p><div class="ds-related-work--ctas"><button class="ds2-5-text-link ds2-5-text-link--inline js-swp-download-button" data-signup-modal="{"location":"wsj-grid-card-download-pdf-modal","work_title":"The Importance of Consumer Satisfaction for E-Commerce Users: How That Affects Consumer Behavior on Consumer Satisfaction?","attachmentId":107409946,"attachmentType":"pdf","work_url":"https://www.academia.edu/109219914/The_Importance_of_Consumer_Satisfaction_for_E_Commerce_Users_How_That_Affects_Consumer_Behavior_on_Consumer_Satisfaction","alternativeTracking":true}"><span class="material-symbols-outlined" style="font-size: 18px" translate="no">download</span><span class="ds2-5-text-link__content">Download free PDF</span></button><a class="ds2-5-text-link ds2-5-text-link--inline js-wsj-grid-card-view-pdf" href="https://www.academia.edu/109219914/The_Importance_of_Consumer_Satisfaction_for_E_Commerce_Users_How_That_Affects_Consumer_Behavior_on_Consumer_Satisfaction"><span class="ds2-5-text-link__content">View PDF</span><span class="material-symbols-outlined" style="font-size: 18px" translate="no">chevron_right</span></a></div></div></div></div><div class="ds-sticky-ctas--wrapper js-loswp-sticky-ctas hidden"><div class="ds-sticky-ctas--grid-container"><div class="ds-sticky-ctas--container"><button class="ds2-5-button js-swp-download-button" data-signup-modal="{"location":"continue-reading-button--sticky-ctas","attachmentId":57130698,"attachmentType":"pdf","workUrl":null}">See full PDF</button><button class="ds2-5-button ds2-5-button--secondary js-swp-download-button" data-signup-modal="{"location":"download-pdf-button--sticky-ctas","attachmentId":57130698,"attachmentType":"pdf","workUrl":null}"><span class="material-symbols-outlined" style="font-size: 20px" translate="no">download</span>Download PDF</button></div></div></div><div class="ds-below-fold--grid-container"><div class="ds-work--container js-loswp-embedded-document"><div class="attachment_preview" data-attachment="Attachment_57130698" style="display: none"><div class="js-scribd-document-container"><div class="scribd--document-loading js-scribd-document-loader" style="display: block;"><img alt="Loading..." src="//a.academia-assets.com/images/loaders/paper-load.gif" /><p>Loading Preview</p></div></div><div style="text-align: center;"><div class="scribd--no-preview-alert js-preview-unavailable"><p>Sorry, preview is currently unavailable. You can download the paper by clicking the button above.</p></div></div></div></div><div class="ds-sidebar--container js-work-sidebar"><div class="ds-related-content--container"><h2 class="ds-related-content--heading">Related papers</h2><div class="ds-related-work--container js-related-work-sidebar-card" data-collection-position="0" data-entity-id="40453282" data-sort-order="default"><a class="ds-related-work--title js-related-work-grid-card-title ds2-5-body-md ds2-5-body-link" href="https://www.academia.edu/40453282/Influence_of_Customer_Perceived_E_Service_Quality_on_Satisfaction_and_purchase_intention_With_Reference_To_Online_Shopping_A_Study">Influence of Customer Perceived E-Service Quality on Satisfaction and purchase intention With Reference To Online Shopping-A Study</a><div class="ds-related-work--metadata"><a class="js-related-work-grid-card-author ds2-5-body-sm ds2-5-body-link" data-author-id="29784210" 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