E-Commerce Customer Satisfaction Examining the Implementation Gap Between Functional and Trust Dimensions
| Szerző: | |
|---|---|
| További közreműködők: | |
| Dokumentumtípus: | Diplomadolgozat |
| 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 |
MARC
| LEADER | 00000nta a2200000 i 4500 | ||
|---|---|---|---|
| 001 | dolg58495 | ||
| 005 | 20250923130902.0 | ||
| 008 | 250923suuuu hu om 000 eng d | ||
| 040 | |a BGE Dolgozattár Repozitórium |b hun | ||
| 041 | |a en | ||
| 100 | 1 | |a Benayeche Ayoub | |
| 245 | 1 | 0 | |a E-Commerce Customer Satisfaction |b Examining the Implementation Gap Between Functional and Trust Dimensions |c Benayeche Ayoub |h [elektronikus dokumentum] |
| 520 | 3 | |a 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. | |
| 695 | |a customer satisfaction | ||
| 695 | |a Customer trust | ||
| 695 | |a Digital privacy | ||
| 695 | |a e-commerce | ||
| 695 | |a Online shopping behavior | ||
| 695 | |a Security perception | ||
| 695 | |a Trust-function gap | ||
| 695 | |a user experience | ||
| 700 | 1 | |a Haddadi Rabah Mehdi |e ths | |
| 700 | 1 | |a Kisfürjesi Dr. Nóra |e ths | |
| 856 | 4 | 0 | |u http://dolgozattar.uni-bge.hu/58495/1/thesis%202025%20benayeche.pdf |z Dokumentum-elérés |
| 856 | 4 | 0 | |u http://dolgozattar.uni-bge.hu/58495/2/thesis-summary_2024%20%281%29.pdf |z Dokumentum-elérés |
| 856 | 4 | 0 | |u http://dolgozattar.uni-bge.hu/58495/3/thesis_review%20Ayoub%20Benayeche.pdf |z Dokumentum-elérés |
| 856 | 4 | 0 | |u http://dolgozattar.uni-bge.hu/58495/4/Benayeche%20Ayoub.pdf |z Dokumentum-elérés |