Building Trust in E-Commerce by Examining the Relationships Between User Experience and Delivery Satisfaction

This study analyzes the relationship across user experience, delivery satisfaction, and trust within the domain of e-commerce. The variables are assessed using Partial Least Squares (PLS) to identify their interaction. This research utilised a survey approach for collecting data from a sample of 151 participants, with the intent of interpreting their points of view. The findings suggest a significant correlation across user experience and trust in the framework of online purchase. Moreover, this study demonstrates that the satisfaction of customers with the delivery process plays a role in the creation of trust, but to a lesser extent compared to the user experience. These findings provide useful insights into the approaches that online platforms could utilize to establish and maintain the trust of their users.