E-Service as a Sustainable Future: A Case of E-Albania

Abstract

In the quest to elucidate the factors influencing consumer satisfaction within the realm of online services, this study zeroes in on the e-Albania platform, with a distinct aim to ascertain how adherence to circular economy principles impacts consumer e-satisfaction. Employing a mixed-methods approach, the study melds the empirical rigor of quantitative surveys with the nuanced understanding gleaned from qualitative interviews, offering a comprehensive view of the consumer landscape. The survey component of the research boasts a robust sample size, ensuring the findings are reflective of a broad spectrum of consumer interactions with the e-Albania service portal. Analysis of the data illuminates that not only are usability and reliability key drivers of e-satisfaction, but the integration of “green” values and consumer involvement in sustainability efforts are also pivotal. These findings advance the conversation on how online service providers, particularly those in the mold of e-Albania, can refine their service offerings to not only meet the functional demands of users but also to align with the evolving ethos of sustainable consumption. In sum, this study not only maps out the landscape of consumer e-satisfaction but also makes a compelling case for the strategic inclusion of circular economy tenets in service design and delivery as a means to foster a sustainable economy. It is an invaluable reference point for online service providers aiming to recalibrate their strategies in the direction of environmental sustainability and superior consumer satisfaction.