Title: The relationship between customer satisfaction and service quality in e-commerce

Authors: Evripidis P. Kechagias; Georgios A. Papadopoulos; Georgios Chatzistelios; Dimitra Kyriou

Addresses: Sector of Industrial Management and Operational Research, School of Mechanical Engineering, National Technical University of Athens (NTUA), 9 Iroon Polytechniou Str., 15780, Athens, Greece ' Sector of Industrial Management and Operational Research, School of Mechanical Engineering, National Technical University of Athens (NTUA), 9 Iroon Polytechniou Str., 15780, Athens, Greece ' Sector of Industrial Management and Operational Research, School of Mechanical Engineering, National Technical University of Athens (NTUA), 9 Iroon Polytechniou Str., 15780, Athens, Greece ' School of Social Sciences, Hellenic Open University, 18 Parodos Aristotelous Str., 26335, Patras, Greece

Abstract: In recent years, one of the most common ways for a modern company to find out customer needs and expectations and be aligned with them is to set up a customer satisfaction survey or, even better, a net promoter score survey. In this way, the company has access to the actual 'voice of the customer' and can easily understand the customer s' intentions. The purpose of this paper is to examine the interdependence between customer satisfaction and the quality of services provided in e-commerce towards business process improvement. Particular emphasis will be placed on how the service quality through process improvement intervention enhances customer satisfaction. The methodology used to measure this relation and its impact is the NPS survey.

Keywords: e-commerce; customer satisfaction; service quality; net promoter score; process improvement.

DOI: 10.1504/IJBEX.2025.148510

International Journal of Business Excellence, 2025 Vol.37 No.1, pp.40 - 57

Received: 05 Jul 2021
Accepted: 10 Oct 2021
Published online: 10 Sep 2025 *

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