{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,9]],"date-time":"2026-04-09T20:38:32Z","timestamp":1775767112441,"version":"3.50.1"},"reference-count":56,"publisher":"Emerald","issue":"13","license":[{"start":{"date-parts":[[2021,6,14]],"date-time":"2021-06-14T00:00:00Z","timestamp":1623628800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["K"],"published-print":{"date-parts":[[2022,12,19]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The purpose of this article is to highlight the relevance of the factors that influence the satisfaction of e-commerce consumers in Romania and Moldova. The study aims to clearly define the main influence factors, so that the marketing managers of the online stores can adopt scientific well-founded decisions.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The paper opted for a study including a large sample of 399 respondents from two countries. For the analysis of the factors influencing the e-commerce satisfaction, multiple linear regression analysis was implemented, and their differentiation within the two countries was highlighted by multivariate analysis of variance.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The research conducted and the results obtained show that there is a differentiation of the factors that influence the level of satisfaction of e-commerce users in Romania and Moldova.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>The research is still limited in terms of population studied to only two countries: Romania and Moldova. Although the study is intended to be exhaustive by analyzing no less than 11 factors influencing the satisfaction generated by e-commerce, it is still limited to this group of representative factors. Another limitation has to do with the limited number of demographic variables the authors have included.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>Based on the results, the managerial implications for e-commerce companies that want to uniquely address consumers in Romania and Moldova are related to the decisions of marketing and sales managers who must allocate budgets and resources to improve the eight aspects highlighted in the paper. Also, the e-commerce companies should not allocate resources for the implementation of functionalities such as in-app after sales services, the possibility to cancel an order or the live consultant support feature, because these aspects do not influence the satisfaction of e-commerce consumers in Romania and Moldova.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This paper is the first in the scientific literature that implements a comparative study on the influence factors regarding the e-commerce satisfaction in Romania and Moldova. Also, it is important to mention that the present study is an exhaustive one because it includes many influence factors that were analyzed separately in the previous research papers from literature review.<\/jats:p><\/jats:sec>","DOI":"10.1108\/k-03-2021-0197","type":"journal-article","created":{"date-parts":[[2021,6,11]],"date-time":"2021-06-11T04:55:26Z","timestamp":1623387326000},"page":"1-17","source":"Crossref","is-referenced-by-count":30,"title":["Determinants of e-commerce satisfaction: a comparative study between Romania and Moldova"],"prefix":"10.1108","volume":"51","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-5403-8050","authenticated-orcid":false,"given":"Octavian","family":"Dospinescu","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-7097-7365","authenticated-orcid":false,"given":"Nicoleta","family":"Dospinescu","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-7653-7192","authenticated-orcid":false,"given":"Ionel","family":"Bostan","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","published-online":{"date-parts":[[2021,6,14]]},"reference":[{"key":"key2022121211285910500_ref001","doi-asserted-by":"crossref","first-page":"38","DOI":"10.1016\/j.jbusres.2019.10.041","article-title":"How to measure quality in multi-channel retailing and not die trying","volume":"109","year":"2020","journal-title":"Journal of Business Research"},{"key":"key2022121211285910500_ref002","first-page":"45","article-title":"The impact of online booking systems on customer loyalty in Romania","volume":"11","year":"2011","journal-title":"Journal of Tourism"},{"issue":"1","key":"key2022121211285910500_ref003","doi-asserted-by":"crossref","first-page":"104","DOI":"10.1080\/15332861.2017.1283927","article-title":"Developing a website service quality scale: a confirmatory factor analytic approach","volume":"16","year":"2017","journal-title":"Journal of Internet Commerce"},{"issue":"4","key":"key2022121211285910500_ref004","doi-asserted-by":"crossref","first-page":"51","DOI":"10.4018\/JOEUC.2018100104","article-title":"Factors that influence the acceptance of internet of things services by customers of telecommunication companies in Jordan","volume":"30","year":"2018","journal-title":"Journal of Organizational and End User Computing"},{"issue":"2","key":"key2022121211285910500_ref005","doi-asserted-by":"crossref","first-page":"215","DOI":"10.2298\/PSI161114006A","article-title":"A model of the relationships between the Big Five personality traits and the motivations to deliver word-of-mouth online","volume":"51","year":"2018","journal-title":"Psihologija"},{"issue":"18","key":"key2022121211285910500_ref006","first-page":"1","article-title":"A prototype design for DRM based credit card transaction in e-commerce","volume":"9","year":"2008","journal-title":"ACM Ubiquity"},{"key":"key2022121211285910500_ref007","volume-title":"The Next Industrial Revolution: How E-Commerce Is Transforming B2B","year":"2018"},{"key":"key2022121211285910500_ref008","article-title":"Service quality, customer value and satisfaction relationship revisited for online wine websites","year":"2011"},{"issue":"20","key":"key2022121211285910500_ref009","doi-asserted-by":"publisher","first-page":"5626","DOI":"10.3390\/su11205626","article-title":"Sustainable online shopping logistics for customer satisfaction and repeat purchasing behavior: evidence from China","volume":"11","year":"2019","journal-title":"Sustainability"},{"key":"key2022121211285910500_ref010","volume-title":"Sampling Techniques","year":"1977","edition":"3rd ed."},{"issue":"1","key":"key2022121211285910500_ref011","first-page":"108","article-title":"The use of social media and e-commerce: a winning strategy for small businesses","volume":"1","year":"2017","journal-title":"North Economic Review"},{"key":"key2022121211285910500_ref012","doi-asserted-by":"crossref","unstructured":"D'Acunto, D., Tuan, A. and Dalli, D. (2020), \u201cAre online reviews helpful for consumers? Big data evidence from services industry\u201d, in Exploring the Power of Electronic Word-of-Mouth in the Services Industry, ICI Global, pp. 198-216.","DOI":"10.4018\/978-1-5225-8575-6.ch012"},{"key":"key2022121211285910500_ref013","article-title":"Multicollinearity and regression analysis","year":"2017"},{"issue":"3","key":"key2022121211285910500_ref014","doi-asserted-by":"crossref","first-page":"2857","DOI":"10.32604\/cmc.2021.014429","article-title":"A knowledge-based pilot study on assessing the music influence","volume":"66","year":"2021","journal-title":"Computers, Materials and Continua"},{"key":"key2022121211285910500_ref015","doi-asserted-by":"crossref","first-page":"361","DOI":"10.1016\/j.sbspro.2014.02.497","article-title":"Communication management in electronic banking. Better communication for better relationship","volume":"124","year":"2014","journal-title":"Procedia \u2013 Social and Behavioral Sciences"},{"key":"key2022121211285910500_ref016","first-page":"351","article-title":"Electronic services for business environment","volume":"124","year":"2013","journal-title":"Procedia \u2013 Social and Behavioral Sciences"},{"issue":"2","key":"key2022121211285910500_ref017","doi-asserted-by":"crossref","first-page":"589","DOI":"10.19030\/jabr.v29i2.7659","article-title":"Applying the technology acceptance and service quality models to live customer","volume":"29","year":"2013","journal-title":"Journal of Applied Business Research"},{"key":"key2022121211285910500_ref018","volume-title":"Opening the Package upon Delivery","year":"2021"},{"key":"key2022121211285910500_ref019","article-title":"Examining the role of consumer satisfaction within mobile eco-systems: evidence from mobile banking services","volume":"114","year":"2021","journal-title":"Computers in Human Behavior"},{"issue":"2","key":"key2022121211285910500_ref020","doi-asserted-by":"crossref","first-page":"37","DOI":"10.4018\/JOEUC.2019040103","article-title":"The shift to socio-organizational drivers of business intelligence and analytics acceptance","volume":"31","year":"2019","journal-title":"Journal of Organizational and End User Computing"},{"issue":"1","key":"key2022121211285910500_ref021","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/20932685.2018.1407018","article-title":"New marketing in fashion e-commerce","volume":"9","year":"2018","journal-title":"Journal of Global Fashion Marketing"},{"issue":"5","key":"key2022121211285910500_ref022","doi-asserted-by":"crossref","first-page":"807","DOI":"10.1108\/JEIM-10-2018-0224","article-title":"Innovating the customer loyalty program with social media: a case study of best practices using analytics tools","volume":"32","year":"2019","journal-title":"Journal of Enterprise Information Management"},{"issue":"4","key":"key2022121211285910500_ref023","doi-asserted-by":"crossref","first-page":"246","DOI":"10.1016\/j.elerap.2012.12.003","article-title":"From e-commerce to social commerce: a close look at design features","volume":"12","year":"2013","journal-title":"Electronic Commerce Research and Applications"},{"issue":"2","key":"key2022121211285910500_ref024","doi-asserted-by":"crossref","first-page":"195","DOI":"10.1108\/IJRDM-01-2016-0012","article-title":"Towards digital loyalty programs: insights from customer medium preference segmentation","volume":"45","year":"2017","journal-title":"International Journal of Retail and Distribution Management"},{"issue":"2","key":"key2022121211285910500_ref025","first-page":"180","article-title":"Customers' satisfaction of electronic payment systems in the purchase of insurance products in Nigeria","volume":"XVI","year":"2018","journal-title":"Management and Marketing"},{"key":"key2022121211285910500_ref026","volume-title":"Opening the Package upon Delivery","year":"2021"},{"key":"key2022121211285910500_ref027","article-title":"E-service quality and e-retailers: attribute-based multi-dimensional scaling","volume":"115","year":"2021","journal-title":"Computers in Human Behavior"},{"issue":"2","key":"key2022121211285910500_ref028","first-page":"481","article-title":"The effects of customer satisfaction with e-commerce system","volume":"96","year":"2018","journal-title":"Journal of Theoretical and Applied Information Technology"},{"key":"key2022121211285910500_ref029","article-title":"Push notification as a business enhancement technique for e-commerce","year":"2015"},{"key":"key2022121211285910500_ref030","article-title":"Factors influencing reuse intention of e-payment in Thailand: a case study of PromptPay","year":"2020"},{"issue":"10","key":"key2022121211285910500_ref031","doi-asserted-by":"crossref","first-page":"88","DOI":"10.1145\/1022594.1022599","article-title":"Evaluating e-commerce functionality with a focus on customer service","volume":"47","year":"2004","journal-title":"Communications of the ACM"},{"issue":"3","key":"key2022121211285910500_ref032","doi-asserted-by":"crossref","first-page":"328","DOI":"10.1080\/10864415.2019.1619907","article-title":"Building e-commerce satisfaction and boosting sales: the role of social commerce trust and its antecedents","volume":"23","year":"2019","journal-title":"International Journal of Electronic Commerce"},{"key":"key2022121211285910500_ref033","doi-asserted-by":"publisher","DOI":"10.1108\/OIR-09-2019-0287","article-title":"Which cues influence the perceived usefulness and credibility of an online review? A conjoint analysis","volume":"A","year":"2020","journal-title":"Online Information Review"},{"issue":"3","key":"key2022121211285910500_ref034","doi-asserted-by":"crossref","first-page":"2425","DOI":"10.32604\/cmc.2021.013771","article-title":"An advanced analysis of cloud computing concepts based on the computer science ontology","volume":"66","year":"2021","journal-title":"Computers, Materials and Continua"},{"key":"key2022121211285910500_ref035","article-title":"A resilient hybrid payment supply chain inventory model for post Covid-19 recovery","year":"2021","journal-title":"Computers and Industrial Engineering"},{"key":"key2022121211285910500_ref036","doi-asserted-by":"crossref","first-page":"492","DOI":"10.1016\/j.sbspro.2018.04.028","article-title":"Lean manufacturing in SMEs in Romania","volume":"238","year":"2018","journal-title":"Procedia \u2013 Social and Behavioral Sciences"},{"key":"key2022121211285910500_ref037","doi-asserted-by":"crossref","first-page":"135","DOI":"10.1016\/j.jretconser.2017.07.010","article-title":"What factors determine e-satisfaction and consumer spending in e-commerce retailing?","volume":"39","year":"2017","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"7(572)","key":"key2022121211285910500_ref038","first-page":"85","article-title":"Entrepreneurial behaviour consequences on small and medium-sized firms' innovation","volume":"XIX","year":"2012","journal-title":"Theoretical and Applied Economics"},{"key":"key2022121211285910500_ref039","article-title":"Product customization: a profile of consumer demand","volume":"54","year":"2020","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"1","key":"key2022121211285910500_ref040","doi-asserted-by":"crossref","first-page":"61","DOI":"10.1016\/j.jbusres.2007.11.017","article-title":"Information direction, website reputation and eWOM effect: a moderating role of product type","volume":"62","year":"2009","journal-title":"Journal of Business Research"},{"issue":"2","key":"key2022121211285910500_ref041","doi-asserted-by":"crossref","first-page":"78","DOI":"10.33844\/mbr.2018.60463","article-title":"Repurchase intention: the effect of service quality, system quality, information quality, and customer satisfaction as mediating role: a PLS approach of M-commerce ride hailing service in Vietnam","volume":"5","year":"2018","journal-title":"Marketing and Branding Research"},{"issue":"1","key":"key2022121211285910500_ref042","first-page":"37","article-title":"The effect of e-business website quality on customer satisfaction","volume":"3","year":"2018","journal-title":"Selangor Business Review"},{"key":"key2022121211285910500_ref043","volume-title":"Redefining Consultation Packages for the Ecommerce Service Offering: In a Digital Marketing Software as a Service Company","year":"2019"},{"issue":"12","key":"key2022121211285910500_ref044","doi-asserted-by":"crossref","first-page":"2365","DOI":"10.1080\/00949655.2018.1463376","article-title":"Variance inflation factor and condition number in multiple linear regression","volume":"88","year":"2018","journal-title":"Journal of Statistical Computation and Simulation"},{"issue":"3","key":"key2022121211285910500_ref045","doi-asserted-by":"crossref","first-page":"301","DOI":"10.1177\/096228029800700306","article-title":"Measurement reliability and agreement in psychiatry","volume":"7","year":"1998","journal-title":"Statistical Methods in Medical Research"},{"issue":"5","key":"key2022121211285910500_ref046","first-page":"370","article-title":"Characteristics for e-satisfaction in e-retailing \u2013 evidence from Chinese e-commerce","volume":"12","year":"2020","journal-title":"International Journal of Innovation, Creativity and Change"},{"key":"key2022121211285910500_ref047","volume-title":"eCommerce Moldova","year":"2020"},{"key":"key2022121211285910500_ref048","article-title":"The effect of implementing web push notification and customer relationship management in e-commerce of silver craft MSME","year":"2019"},{"issue":"2","key":"key2022121211285910500_ref049","doi-asserted-by":"crossref","first-page":"7","DOI":"10.18267\/j.cebr.79","article-title":"Loyalty programs in e-commerce and their perception by the young adult internet population","volume":"3","year":"2014","journal-title":"Central European Business Review"},{"issue":"3","key":"key2022121211285910500_ref050","doi-asserted-by":"crossref","first-page":"242","DOI":"10.1016\/j.kjss.2016.07.007","article-title":"Development model of web design element for clothing e-commerce based on the concept of mass customization","volume":"38","year":"2017","journal-title":"Kasetsart Journal of Social Sciences"},{"issue":"4","key":"key2022121211285910500_ref051","doi-asserted-by":"crossref","first-page":"748","DOI":"10.3390\/jtaer16040043","article-title":"The influence of opinion leaders' eWOM on online consumer decisions: a study on social influence","volume":"16","year":"2021","journal-title":"Journal of Theoretical and Applied Electronic Commerce Research"},{"issue":"4","key":"key2022121211285910500_ref052","doi-asserted-by":"crossref","first-page":"287","DOI":"10.1080\/08961530.2020.1712293","article-title":"The impact of perceived usefulness of online reviews, trust and perceived risk on online purchase intention in emerging markets: a Mexican perspective","volume":"32","year":"2020","journal-title":"Journal of International Consumer Marketing"},{"issue":"3","key":"key2022121211285910500_ref053","first-page":"14","article-title":"E-commerce on cloud: opportunities and challenges","volume":"13","year":"2020","journal-title":"Advances in Management"},{"key":"key2022121211285910500_ref054","first-page":"274","volume-title":"Marketing Research with SPSS","year":"2008"},{"issue":"2","key":"key2022121211285910500_ref055","doi-asserted-by":"crossref","first-page":"65","DOI":"10.4018\/JOEUC.2019040104","article-title":"Role of perceived value in acceptance of \u2018bring your own device\u2019 policy","volume":"31","year":"2019","journal-title":"Journal of Organizational and End User Computing"},{"issue":"5","key":"key2022121211285910500_ref056","doi-asserted-by":"crossref","first-page":"309","DOI":"10.1016\/j.elerap.2013.03.005","article-title":"Quality management of B2C e-commerce service based on human factors engineering","volume":"12","year":"2013","journal-title":"Electronic Commerce Research and Applications"}],"container-title":["Kybernetes"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/K-03-2021-0197\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/K-03-2021-0197\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:47:26Z","timestamp":1753393646000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/k\/article\/51\/13\/1-17\/452045"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2021,6,14]]},"references-count":56,"journal-issue":{"issue":"13","published-online":{"date-parts":[[2021,6,14]]},"published-print":{"date-parts":[[2022,12,19]]}},"alternative-id":["10.1108\/K-03-2021-0197"],"URL":"https:\/\/doi.org\/10.1108\/k-03-2021-0197","relation":{},"ISSN":["0368-492X"],"issn-type":[{"value":"0368-492X","type":"print"}],"subject":[],"published":{"date-parts":[[2021,6,14]]}}}