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E-Commerce Experience and Customer Satisfaction in Digital Platforms

In: Management, Tourism, and Smart Technologies, Vol 2

Author

Listed:
  • Ygnacio Tomaylla-Quispe

    (Universidad Nacional de San Agustin de Arequipa)

  • Olger Gutierrez-Aguilar

    (Universidad Nacional de San Agustin de Arequipa)

  • Sandra Chicana-Huanca

    (Universidad Nacional de San Agustin de Arequipa)

  • Aleixandre Duche-Perez

    (Universidad Nacional de San Agustin de Arequipa)

Abstract

This quantitative, cross-sectional study evaluates the online shopping experience by examining factors such as perceived security, consumer trust, ease of use, price-quality ratio, and customer service, as well as their influence on consumer satisfaction. Structural equation modeling using the Partial Least Squares (PLS) technique was employed to analyze data from 216 undergraduate students from various disciplines at a private university. The findings reveal that ease of use positively impacts consumer satisfaction and trust, enhancing the overall shopping experience. Perceived security not only directly influences customer satisfaction but also strengthens consumer trust by providing a secure environment for online transactions. Additionally, a favorable price-quality ratio enhances ease of use and satisfaction. However, while customer service contributes to perceived security, it does not show a significant relationship with customer satisfaction. These results provide valuable insights for e-commerce businesses, highlighting the need to optimize usability, security, and trust to enhance customer satisfaction.

Suggested Citation

  • Ygnacio Tomaylla-Quispe & Olger Gutierrez-Aguilar & Sandra Chicana-Huanca & Aleixandre Duche-Perez, 2026. "E-Commerce Experience and Customer Satisfaction in Digital Platforms," Springer Proceedings in Business and Economics, in: Pedro Miguel Gaspar & José Machado & João Paulo Ramos Teixeira & José Avelino Moreira Victor & Carlo (ed.), Management, Tourism, and Smart Technologies, Vol 2, chapter 25, pages 305-315, Springer.
    • Handle: RePEc:spr:prbchp:978-3-032-24600-4_25
    DOI: 10.1007/978-3-032-24600-4_25
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