A Study on the Impact of E-service Quality on Customer Trust in an E-commerce Environment

DOI

10.2991/978-94-6463-210-1_29How to use a DOI?

Keywords

e-commerce environment; e-service quality; customer trust

Abstract

Using e-commerce platforms as a case study, this paper explores how e-commerce service quality on e-commerce platforms affects consumer trust from both theoretical and empirical perspectives. Based on this, a set of theoretical analysis models with customers as the independent variable of online service quality and customers' trust in customers are developed for this study. A suitable maturity scale was selected and designed, distributed to users of the e-commerce platform and recycled, and a combination of questionnaires and empirical research was used to test the consumer trust model. The empirical analysis found that four aspects of e-service quality - privacy and security, responsiveness, information accuracy and service remediation - can have different positive effects on consumer trust in the context of e-commerce.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Yuting Fu
PY  - 2023
DA  - 2023/07/25
TI  - A Study on the Impact of E-service Quality on Customer Trust in an E-commerce Environment
BT  - 2023 4th International Conference on E-Commerce and Internet Technology (ECIT 2023)
PB  - Atlantis Press
SP  - 226
EP  - 231
SN  - 2589-4943
UR  - https://doi.org/10.2991/978-94-6463-210-1_29
DO  - 10.2991/978-94-6463-210-1_29
ID  - Fu2023
ER  -