Examining the impact of E-supply chain on service quality and customer satisfaction: a case study

Purpose The purposes of this study are to introduce the concept service quality (SQ) in E-Supply chain management (E-SCM) and its impact on increasing customer satisfaction (CS) provide insightful enhancements literature. In addition, paper also examines influence SQ E-SCM CS online shopping. Design/methodology/approach After a comprehensive literature review, four key factors for measuring (process control, interaction with supplier, support focus customers), (informing customers, attention customers’ needs, staff performance accuracy easy access services) identification services (assurance, accountability, tangibility reliability) were selected. proposed conceptual model was then presented. This validated by data collected through survey 150 respondents identify CS, including that customers websites Iran. sample analyzed using SPSS21, after which interrelationships between examined based partial least square-structural. Model fit indices calculated set. factor analysis structural equation modeling techniques. Findings results indicated has direct CS. effect confirmed. A positive significant relationship identified SQ, as well (P> 0.05). Research limitations/implications first limitation convince cooperate researchers. second one lack research-related background due subject being relatively new. Originality/value study, best authors’ knowledge, is empirical assessment Chain important link shopping rarely been explored. It expected filling gap, will help strengthening shopping, needs change marketing area.