2025, Vol. 6, Issue 1, Part E
A comprehensive review of service quality, customer satisfaction and loyalty in e-commerce
Author(s): Hiral N Shah and Sejalben R Christian
Abstract: The interconnections between service quality, customer satisfaction, and customer loyalty have long been considered vital for maintaining competitive advantage in various industries. This review paper synthesizes findings from a broad range of empirical studies, exploring the impact of service quality on customer satisfaction and how satisfaction, in turn, influences customer loyalty in the E-Commerce industry. The paper covers diverse sectors, including banking, e-commerce, internet services, and small-to-medium-sized enterprises, while employing methodologies such as Structural Equation Modeling (SEM) and Partial Least Squares (PLS) to examine these relationships. The review highlights critical service quality dimensions, such as reliability, responsiveness, assurance, and empathy, and identifies customer satisfaction as a critical mediator between service quality and loyalty. The analysis also emphasizes the emerging role of digital transformation and personalized service in shaping future research directions of online shopping. This comprehensive review provides a foundation for understanding the evolving dynamics of customer relations. It offers valuable insights for practitioners and scholars looking to enhance service quality strategies in traditional and digital environments.
DOI: 10.22271/27084515.2025.v6.i1e.485
Pages: 427-430 | Views: 74 | Downloads: 29
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How to cite this article:
Hiral N Shah, Sejalben R Christian. A comprehensive review of service quality, customer satisfaction and loyalty in e-commerce. Asian J Manage Commerce 2025;6(1):427-430. DOI: 10.22271/27084515.2025.v6.i1e.485
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