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The impact of the level of customer satisfaction on the quality of e-commerce services

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
2001The Acquisition and Utilization of Information in New Product Alliances: A Strength-of-Ties Perspective1,031 cited
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2004The impact of supply chain relationship quality on quality performance355 cited
2001Customer Profitability in a Supply Chain329 cited
2008Logistics capability, logistics outsourcing and firm performance in an e‐commerce market325 cited
2010An evaluation of airline service quality using the fuzzy weighted SERVQUAL method293 cited
2001Winning the Last Mile of E-Commerce281 cited
2016An investigation of the impact of effective factors on the success of e-commerce in small- and medium-sized companies237 cited
2016E-commerce Logistics in Supply Chain Management: Practice Perspective225 cited
2007An examination of ISO 9000:2000 and supply chain quality assurance225 cited
2009Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality207 cited
2010The moderating roles of risk and efficiency on the relationship between logistics performance and customer loyalty in e-commerce187 cited

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2018Sustainable Supply Chain Management in Small and Medium Enterprises174 cited

2008Supply chain integration: the role of logistics service providers159 cited

Cited by

2021Impact of COVID-19 on the Customer End of Retail Supply Chains: A Big Data Analysis of Consumer Satisfaction119 cited
2021Logistics as a value in e-commerce and its influence on satisfaction in industries: a multilevel analysis59 cited
2021Customer Behavioral Reactions to Negative Experiences during the Product Return55 cited
2024E-Commerce Adoption and Customer Loyalty Trends in Jordan: An Empirical Study at Online Retail Companies51 cited
2023Mediation Effect of Technology Adaptation Capabilities Between the Relationship of Service Quality Attributes and Customer Satisfaction: An Investigation on Young Customers Perceptions Toward E-Commerce in China43 cited
2022Analyzing strategies in a green e-commerce supply chain with return policy and exchange offer41 cited
2023Investigating the role of utilitarian and hedonic goals in characterizing customer loyalty in E-marketplaces41 cited
2023Assessing the Influence of Total Quality Management on Customer Satisfaction in the Telecom Industry: A TQM–SERVQUAL Perspective40 cited
2023Logistics value in e-commerce and its impact on customer satisfaction, loyalty and online retailers' performance40 cited
2023Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications32 cited
2024Are young adult consumers ready to be intelligent shoppers? The importance of perceived trust and the usefulness of AI-powered retail platforms in shaping purchase intention31 cited
2022Assessing sustainable tourism development through service supply chain process maturity and service quality model26 cited
2023Online impulse buying on TikTok platform: Evidence from Indonesia14 cited
2020Determinants of investor satisfaction with e‐commerce platforms and traded products in student housing development in Ghana13 cited
2023Adam Smith’s Virtue of Prudence in E-Commerce: A Conceptual Framework for Users in the E-Commercial Society11 cited
2026Evaluating E-Commerce Satisfaction: The Impact of Trust, Information Quality, Usability, and Perceived-to-Actual Performance7 cited