IDEAS home Printed from https://ideas.repec.org/a/ids/ijbexc/v37y2025i1p40-57.html
   My bibliography  Save this article

The relationship between customer satisfaction and service quality in e-commerce

Author

Listed:
  • Evripidis P. Kechagias
  • Georgios A. Papadopoulos
  • Georgios Chatzistelios
  • Dimitra Kyriou

Abstract

In recent years, one of the most common ways for a modern company to find out customer needs and expectations and be aligned with them is to set up a customer satisfaction survey or, even better, a net promoter score survey. In this way, the company has access to the actual 'voice of the customer' and can easily understand the customer s' intentions. The purpose of this paper is to examine the interdependence between customer satisfaction and the quality of services provided in e-commerce towards business process improvement. Particular emphasis will be placed on how the service quality through process improvement intervention enhances customer satisfaction. The methodology used to measure this relation and its impact is the NPS survey.

Suggested Citation

  • Evripidis P. Kechagias & Georgios A. Papadopoulos & Georgios Chatzistelios & Dimitra Kyriou, 2025. "The relationship between customer satisfaction and service quality in e-commerce," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 37(1), pages 40-57.
    • Handle: RePEc:ids:ijbexc:v:37:y:2025:i:1:p:40-57
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=148510
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbexc:v:37:y:2025:i:1:p:40-57. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=291 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.