THE IMPACT OF REVIEW AND RATING ON CUSTOMER EXPERIENCE IN ELECTRONIC MARKETPLACES

Authors

Keywords
e-marketplaces, customer experience, reviews, ratings, consumer behavior

Abstract
With the proliferation of e-commerce, online marketplaces have become a dominant platform for consumer purchases. However, the factors driving positive customer experiences in these digital environments remain underexplored. This quantitative study investigates how online reviews and ratings influence customer experience in e-marketplaces. A survey was administered to 389 consumers who had made purchases on e-marketplaces in the past six months. Grounded in literature on online consumer behavior, the survey measured relationships between review quantity, review consistency, reviewer expertise, product/service ratings, and customer experience. The results reveal significantly positive impacts of review quantity, consistency, expertise, and ratings on customer experience. As consumers increasingly rely on peer-generated content for purchase decisions, these findings highlight the need for e-marketplace operators to optimize review and rating systems. By empirically demonstrating how online reviews shape the customer experience, this research provides timely insights for platforms, marketers, and policymakers aiming to improve customer satisfaction and loyalty in digital marketplaces. The study contributes to advancing academic understanding of how user-generated content and marketplace design elements interact to drive positive consumer outcomes.

JEL: M31, L87, L93
Pages: 17

To view the full text of the article click on the relevant button below.

More titles

  • ADVANTAGES AND ETHICAL CONSIDERATIONS OF INDUSTRIAL IOT ARTIFICIAL INTELLIGENCE SOLUTIONS USAGE

    The objective of this paper is to research the synergistic interaction between Industrial Internet of Things (IIoT) and the application of Artificial Intelligence (AI) in IIoT ecosystems (AIoT). For achieving this purpose, a method of integrative study of leading scientific publications on the topics ‘Industrial Internet of Things’ and ‘Artificial ...

  • METADATA MANAGEMENT FRAMEWORK FOR BUSINESS INTELLIGENCE DRIVEN DATA LAKES

    Data lakes (DL) provide powerful capabilities for processing and utilizing large and diverse data, helping organizations adapt to the modern environment and extract maximum value from the information at their disposal. Effective data analysis provides actionable knowledge which is a competitive advantage for organizations. Metadata management in ...

  • MEASURES TO BALANCE THE LABOUR MARKET: AN INSTITUTIONAL PARTNERSHIP BETWEEN BUSINESS AND THE VOCATIONAL TRAINING SYSTEM

    The study aims to identify imbalances, obstacles and opportunities for realizing the capacity of institutional partnership between employers and vocational education institutions (the case of Lviv region in Ukraine) to balance the labour market. The study is based on the general scientific methods of research – analysis, synthesis, logical ...