@article{Zhao_Lye_2024, title={The Factors Influencing Service Quality on E-commerce Customer Satisfaction in China: The Mediating Role of Social Influence}, volume={8}, url={http://dx.doi.org/10.22161/ijebm.8.4.4}, DOI={10.22161/ijebm.8.4.4}, abstractNote={<jats:p>Electronic commerce began in the early 1990s and is a method of conducting business over computer networks. Almost anybody with a computer may use the Internet to access all the e-commerce features and purchase and sell goods and services, with the rise of new technologies poised to revolutionize business procedures, the Internet has become a vital component of society. E-commerce has made it easier for people to save time and reduce physical labor, unlike traditional commerce, which is carried out by physically getting the products. In the context of e-commerce in China, SERVQUAL Model components affect the quality of e-services provided by online shopping platforms, and the social influence of social networks, peer recommendations, and online reviews on individual behaviors and attitudes is crucial due to the collectivist culture, which frequently shapes decisions based on the opinions and actions of others. The results of this study will offer helpful details for e-commerce platforms seeking to expand customer social influence, improve service quality, and increase their satisfaction.

</jats:p>}, number={4}, journal={International Journal of Engineering, Business and Management}, publisher={AI Publications}, author={Zhao, Yang and Lye, Ooi Chin}, year={2024}, pages={27–32} }