Evaluating Service Quality of Online Selling Platforms: Consumer Experiences in Haryana

Abstract

Background and Purpose: This study examines service quality dimensions of online selling platforms to understand their impact on customer satisfaction—a critical factor influencing customer retention, loyalty, and long-term sustainability in the evolving digital commerce landscape. It explores five core service characteristics: tangibility, reliability, responsiveness, assurance, and empathy. The research evaluates user experiences and expectations to identify key factors that drive satisfaction and enhance competitive positioning.

Methodology: A structured survey was administered to 600 users of online selling platforms. Participants scored their perceptions of five different service quality dimensions. Quantitative studies were used to discover the correlations between service quality attributes and total customer happiness, as well as the most influential factors determining user experience.

Results: The findings show that reliability—consistent performance and on-time delivery—and responsiveness—timely support and good communication—are the most important predictors of customer satisfaction. These observations highlight the importance of trustworthy and timely services in sustaining user confidence and preference.

Conclusion and Implications: The study identifies reliability and responsiveness as the major factors of client satisfaction in online selling platforms. Businesses that focus on these qualities can greatly improve service experiences, boost loyalty, and ensure long-term market success. The insights are particularly relevant for platform managers and strategists aiming to adapt to consumer expectations in a fast-paced e-commerce environment.