What question did this study set out to answer?

This study aims to investigate how electronic service quality influences users' intention to continue using e-commerce platforms, focusing on satisfaction and engagement as mediators.

June 15, 2026American Journal of Management Science and EngineeringOpen Access

The Impact of E-Service Quality on Users’ Continuous Usage Intention: The Mediating Roles of E-User Satisfaction and E-User Engagement

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Authors

HLHaoyang LvZhejiang University of Finance and Economics XXXinyang XiaoZhejiang University of Finance and Economics HWHanwen WangShanghai Ocean University

Discussion

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Implication

Quantitative research shows e-service quality boosts user satisfaction and engagement, indicating improved online service usage intention.

Key Points

This study aims to investigate how electronic service quality influences users' intention to continue using e-commerce platforms, focusing on satisfaction and engagement as mediators.
Quantitative approach using an online questionnaire survey
297 valid responses collected from experienced e-commerce platform users
Data analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM).
E-service quality significantly improves e-user satisfaction and e-user engagement.
Both e-user satisfaction and e-user engagement positively influence continuous usage intention.
E-user satisfaction and engagement mediate the relationship between e-service quality and continuous usage intention effectively.

Cite This Study

Lv et al. (2026) studied this question.

synapsesocial.com/papers/6a2f98f8a1cfeec490829cba https://doi.org/10.11648/j.ajmse.20261102.12

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Implication

Quantitative research shows e-service quality boosts user satisfaction and engagement, indicating improved online service usage intention.

The Impact of E-Service Quality on Users’ Continuous Usage Intention: The Mediating Roles of E-User Satisfaction and E-User Engagement

Discussion

Member takes

Implication

Key Points

Cite This Study

The Impact of E-Service Quality on Users’ Continuous Usage Intention: The Mediating Roles of E-User Satisfaction and E-User Engagement

Discussion

Member takes

Implication

Key Points

Cite This Study

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