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

Abstract

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).

Predicting Customer Behaviour Using Self-Oganizing Map and Comparing with K Nearest Neighbour

“…There are two groups in this study. Group 1 is Novel Decision tree classifier and group 2 is Linear regression classifier with sample size of 10, with 96% confidence interval and pretest power of 80% was iterated at different times with sample size of 10 with 93% ("Sample Size Calculator") (Abdirad and Krishnan) [6]. The dataset is collected from (https.// www.smallgithub.com/customerbehaviour) website 7 attributes and 2387 rows.…”

“…In different words, due to their manufacturers and popularity, massive on-line stores generally tend to advantage extra purchaser confidence (Abdirad and Krishnan) [6] Aside from the cheaper prices, another significant benefit of online shopping is the freedom to shop at any time and from any place.…”

Predicting Customer Behaviour Using a Self-Organizing Map and Comparing with Random Forest

“…(Abdirad and Krishnan, n.d.) Furthermore, due to their strong financial background and a large team of staff, large online retailers run enticing deals more often than others, attracting more customers to buy and spend on these sites [6]. (Abdirad and Krishnan, n.d.; V. Maheswari et al 2018) [7].…”