An Overview of E-Service Quality: Does it Trigger to Customer Satisfaction?

South Asian Journal of Social Sciences and Humanities
2020 (Oct), Volume: (1), Issue. (2)
First page: (102) Last page: (109)
Online ISSN: 2582-7065

An Overview of E-Service Quality: Does it Trigger to Customer  Satisfaction? 
Muharis Mohamed1 and Ataul Karim Patwary2*
1,2School of Tourism, Hospitality and Event Management, Universiti Utara Malaysia, Malaysia.
Corresponding author email id:

Received: 20-08-2020 Accepted: 19-09-2020 Published: 5-10-2020

Online Published on 07-October-2020


Maintaining service quality and its related enhancement factors are an integral part of an  organization. Due to the advancement of technology and e-commerce development, e-service  quality has also become an important aspect that online stores must consider. Previous studies  also agreed that enriching e-service quality triggers customers satisfaction. This study  demonstrates an overview of e-service quality and customer satisfaction which has practical  implications to the stakeholders by looking at the perspective from different angles. In this  study, the researchers relied on existing studies that highlighted the impact of e-service quality  on customer satisfaction. The suggestions and recommendation in this study will be helpful for  academicians and practitioners.


E-commerce development, Service Quality, Online Shopping