Preprint Article Version 1 Preserved in Portico This version is not peer-reviewed

Customer Satisfaction Assessment of E-Supply Chain Quality in Online Shopping: A Case Study

Version 1 : Received: 7 September 2020 / Approved: 8 September 2020 / Online: 8 September 2020 (10:15:39 CEST)
Version 2 : Received: 15 December 2021 / Approved: 20 December 2021 / Online: 20 December 2021 (11:33:13 CET)

A peer-reviewed article of this Preprint also exists.

Journal reference: International Journal of Quality and Service Sciences 2022
DOI: 10.1108/IJQSS-08-2020-0131


The purpose of this study is to examine the influence of Services Quality (SQ) of E-Supply Chain (E-SC) on customer satisfaction (CS) in online shopping. After a comprehensive review of the literature, the key factors of E-SC, CS, and SQ identification were selected. Then, the proposed conceptual model was presented. To validate this model, the data was collected through a survey of 150 respondents to diagnose customers’ satisfaction including online customers of “Digikala” online websites in Iran. The model was examined based on the partial least square-structural (PLS). Sample data was analyzed using SPSS21 and PLS. The proposed model was validated using factor analysis and structural equation modeling techniques. The results indicated that E-supply chain management(E-SCM) has a direct impact on CS. The effect of SQ is also confirmed. There is a positive and significant relationship between E-SCM and CS, E-SCM and SQ, and also, SQ and CS (P> 0.05).


service quality; E-Supply chain management; customer satisfaction; online shopping


ENGINEERING, Industrial & Manufacturing Engineering

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