E-Commerce Experience and Customer Satisfaction in Digital Platforms

Tomaylla-Quispe Y.; Gutierrez-Aguilar O.; Chicana-Huanca S.; Duche-Perez A. · Springer Proceedings in Business and Economics (2026) · DOI: 10.1007/978-3-032-24600-4_25

Resumen

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. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.

Instituciones: Universidad Nacional de San Agustín de Arequipa