What is it about?

The purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess the suitability of E-S-QUAL and UX metrics within the cultural context of Greece.

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Why is it important?

The authors' study enhances the existing theory by introducing a new multi-dimensional conceptual framework that illuminates the relative importance of the dimensions within the scales. Additionally, it offers valuable insights into the impacts of e-service quality and UX on overall satisfaction, providing managers and practitioners with a tool to evaluate the quality of their electronic services and make necessary adjustments to meet the needs of their customers.

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This page is a summary of: Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience, International Journal of Quality & Reliability Management, September 2023, Emerald,
DOI: 10.1108/ijqrm-07-2021-0215.
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