Investigating the impact of online shopping features on customer satisfaction and loyalty by moderating the e-commerce experience

January 27, 2026بازاریابی خدمات عمومیOpen Access

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Key Points

The aim is to examine how online shopping features affect customer satisfaction and loyalty, considering the moderating role of e-commerce experience.
Conducted a quantitative descriptive-survey study.
Surveyed 384 customers of an online store using a standardized questionnaire.
Analyzed data using SPSS and structural equation modeling via Smart PLS 3.
Online shopping features significantly influence customer satisfaction (e.g., information quality, privacy).
Customer satisfaction has a substantial positive effect on customer loyalty.
E-commerce experience moderates the relationship between customer satisfaction and loyalty.

Investigates how online shopping features influence customer satisfaction and loyalty, moderating the e-commerce experience.

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Mehrdad Rahimian (2026) studied this question.

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