Empirical modeling of customer satisfaction for e‐services in cross‐border e‐commerce

Abstract

This paper presents an empirical analysis of significant features of the e‐service satisfaction model (ESM) as an important element of a sharing economy. Customer satisfaction is regarded as one determining factor in the success of businesses. Therefore, customer satisfaction is considered one of the most critical features that determine the success of activities conducted by online businesses for cross‐border e‐commerce. Therefore, companies essentially need to measure the interaction and satisfaction level of their customers to improve the performance of their business. In this study, we employed content validity, exploratory factor analysis, constructive testing, and cluster discrimination to examine the survey instrument and test the e‐service satisfaction model (ESM) in the context of e‐commerce. To ensure the validation of measurement models and the proposed in-struments, structural equation modeling was applied through SPSS AMOS software. According to the results of our study, the presented survey instrument is a strong and reliable tool to create customer interaction in cross‐border e‐commerce by identifying the various key factors affecting customer satisfaction.