Dimensões da qualidade e satisfação do cliente no e-commerce: perspectivas teóricas

Abstract

This study investigates the dimensions of quality and their impact on customer satisfaction in e-commerce, drawing on current theoretical perspectives on the subject. Its overall aim is to identify, through bibliometric analysis and a systematic review, how these factors shape the consumer experience and influence repurchase intentions. The methodology adopts a mixed methods approach. The quantitative phase consists of a bibliometric analysis of 457 documents retrieved from databases and platforms including Web of Science, Scopus, the CAPES Periodicals Portal, and SciELO, covering the period from 2006 to 2026. VOSviewer is used to process the metadata and visualize thematic clusters. In the qualitative phase, the study examines the dimensions identified in 30 Portuguese-language articles. The study concludes that e-commerce quality is a multidimensional construct in which customer satisfaction acts as a key mediator of loyalty and retention in volatile markets. The final considerations emphasize that, in the digital environment, efficient problem resolution and technological agility have become essential competitive advantages, particularly following the changes in consumer behavior prompted by the COVID-19 pandemic. The study further argues that customer support is no longer merely an operational function but has become a strategic means of organizational differentiation.