Title: Effect of customer satisfaction, costs, knowledge and awareness, infrastructure and service quality on e-commerce success

Authors: Niloofar Saadat; Nosratoollah Shadnoush; Ehsaneh Nejad Mohammad Nameghi

Addresses: Department of Management, Science and Research Branch, Islamic Azad University, Tehran, Iran ' Department of Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran ' Department of Management, Science and Research Branch, Islamic Azad University, Tehran, Iran

Abstract: This study tended to investigate the effect of customer satisfaction, costs, knowledge and awareness, infrastructure and service quality on e-commerce success. The method was descriptive and correlational using SEM. The statistical population was employees of Hoda Argham Communications Company, 101 of whom participated in the study by census. They responded to customer satisfaction, infrastructures, costs, knowledge and knowledge, service quality, and e-commerce success questionnaires. Reliability and validity of the instruments were assessed using Cronbach's alpha coefficient, composite reliability and confirmatory analysis, diagnostic validity and discriminant validity. The results showed that reliability and validity were acceptable for the instruments. To analyse the data, correlation and SEM were used with SMARTPLS software. The results showed that customer satisfaction had a positive and significant effect on e-commerce success. The effect of knowledge and awareness was positive and significant on e-commerce success. The effect of costs was positive and significant on e-commerce success. The effect of infrastructures was positive and significant on e-commerce success. The effect of service quality was positive and significant on e-commerce success.

Keywords: customer satisfaction; costs; knowledge and awareness; infrastructure; service quality; ecommerce success.

DOI: 10.1504/IJSOM.2022.123094

International Journal of Services and Operations Management, 2022 Vol.42 No.1, pp.32 - 51

Received: 10 May 2019
Accepted: 01 Nov 2019
Published online: 26 May 2022 *

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