Evaluating E-Commerce Satisfaction: The Impact of Trust, Information Quality, Usability, and Perceived-to-Actual Performance

E-commerce, one of the most important methods in modern business, has improved organizational efficiency and contributed to countries’ economic growth by fostering customer satisfaction and trust. The purpose of the study is to examine the relationships among these variables (payment security, information quality, website Usability, e-trust, and perceived-to-actual performance) and consumer satisfaction in the online shopping context. Primary data were collected from 245 respondents via a quantitative survey, and the analysis was conducted using Smart PLS 4 and IBM SPSS 27, employing structural equation modeling. The findings show that payment security, information quality, and perceived actual performance contribute to e-commerce satisfaction, while website usability enhances perceived performance, which does not directly improve satisfaction. E-trust directly impacted satisfaction, but it did not moderate the relationship between payment security and customer satisfaction. The research is also crucial for aligning customer expectations with the e-commerce site’s actual performance. The integrated models, including the DeLone & McLean IS Success Model and Expectation Confirmation Theory, offer promise for an improved understanding of e-commerce satisfaction, reflecting conceptual value through their merger. E-commerce platforms in emerging markets like Bangladesh should improve website usability, payment security, and information quality to build trust and enhance customer satisfaction. Applying insights from the literature and study findings can help them refine user experience across demographics and strengthen customer loyalty.

• Publication year

  2026

• Venue

  SAGE Open

• Publication date

  2026-01-01

• Fields of study

  Not labeled

• Identifiers
  DOI 10.1177/21582440261423039
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

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