Identifying service quality dimensions in the digital platforms ecosystem and the influence on intention to use Based on customer experience

Subject Areas :

Asieh Nazemi ¹ , Masoumeh Hoseinzade Shahri ²

1 - Department of Management, Faculty of Social Sciences and Economics, Alzahra University, Tehran, Iran.
2 - alzahra universityDepartment of Management, Faculty of Social Sciences and Economics, Alzahra University, Tehran, Iran.

Received: 2024-06-26 Accepted : 2024-11-08 Published : 2024-06-20

Keywords: Digital business ecosystem, Digital service platforms, Platform service quality, Customer experience, Usage intention,

Abstract :

EXTENDED ABSTRACT

Purpose: With the growth of service provider businesses, being in the digital platforms ecosystem and using tools such as platforms, affect the buying behavior of customers. Many dimensions of service quality of digital platforms, despite being new, are not well known and applied. This study aims to identify the service quality dimensions of digital platforms and their impact on customers' intention to use based on customer experience.

Methodology: The research method is mixed. So that qualitative data has been collected using a systematic literature review and meta-combination method, and quantitative data has been collected by completing a questionnaire from 402 users of reputable and famous shopping platforms.

Findings: The results show the influence of service quality dimensions of platforms on the hedonic and cognitive experiences of customers. These different dimensions of platform service quality are: ease of use of platform services, quality of platform information, quality of services and products, interaction with customer’s platform, platform design, platform response speed, trust of platform services, security of platform services and platform responsibility. Finally, the results showed that all these dimensions have a positive effect on customers' intention to use based on their experiences.

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