Keywords
E-service quality, customer satisfaction Chất lượng dịch vụ điện tử, sự hài lòng khách hàng.
How to Cite
NGUYỄN THỊ, H. (2022). E-SERVICE QUALITY AND CUSTOMER SATISFACTION IN VIETNAM’S E-COMMERCE. Journal of Marine Science and Technology, 60(60), 81–85. Retrieved from https://jmst.vimaru.edu.vn/index.php/tckhcnhh/article/view/294
Abstract
The aim of this paper is to examine the relationship between e-service quality of e-commerce sites and customer satisfaction in Vietnam. The regression analysis is used to confirm this positive association. Data was gathered from 584 customers of the four most widespread online shopping sites in Vietnam (adayroi.com, lazada.com, shopee.vn, and tiki.vn). Instead of tangibles in traditional service quality, the technical system is one of the dimension of e-service quality. In addition, order fulfilment which is not the vital dimension in traditional service has strong impact on customer satisfaction in e-service. Managerial solutions have been drawn from the research results.