E-Commerce Customer Satisfaction Examining the Implementation Gap Between Functional and Trust Dimensions
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| Format: | Thesis |
| Kulcsszavak: | customer satisfaction Customer trust Digital privacy e-commerce Online shopping behavior Security perception Trust-function gap user experience |
| Online Access: | http://dolgozattar.uni-bge.hu/58495 |
| Abstract: | This thesis investigates the implementation gap between functional and trust dimensions in e-commerce customer satisfaction. Through a survey of 300 online shoppers, the study evaluates customer perceptions across five key dimensions: user interface, product information, service quality, security, and privacy. The findings reveal a significant bifurcated development pattern where functional elements (navigation, product descriptions, delivery) consistently outperform trust-related elements (customer support, data governance, privacy controls). The most pronounced gaps were in privacy controls (1.00/3.00), customer support (1.30/3.00), and data trust (1.30/3.00), contrasting with the higher performance of product descriptions (2.26/3.00) and navigation ease (2.15/3.00). This implementation gap contradicts theoretical models that assume parallel development of satisfaction dimensions. The research proposes a bifurcated development framework and provides strategic recommendations for enhancing trust elements. As functional capabilities become standardized across platforms, addressing trust deficits represents a significant opportunity for competitive differentiation in e-commerce. |
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