Exploring The Moderating Influence of Personality Traits and Needs on The Relationship Between E-Service Quality and User Satisfaction: A Conceptual Paper

Abstract

The paradigm is shifting from service quality to e-service quality as the number of online services grows globally. The quality of e-services must be measured and assessed in order to maintain this strategic shift. This conceptual study paper was supported by literature that improved understanding of the specialized researchers' niche gap. Extending current theories, it is essential to determine the characteristics of e-service quality that have a significant effect on users' satisfaction. Therefore, by means of thorough literature reviews, this conceptual paper will strengthen the theoretical framework by examining the relationship between e-service quality and the correlations towards users' satisfaction and validating the relevance of the relationship. Based on the study's findings, it was determined that there is a substantial relationship between the quality of e-services and users' satisfaction. Subsequent studies could utilize the extended framework suggested in this conceptual study to carry out quantitative analyses in specific areas or industries, thereby validating the effectiveness of these variables.