E-commerce success redefined: integrating information systems and customer empowerment for e-customer engagement

Abstract

Purpose This study aims to explore the impact of system quality, information quality, service quality and customer empowerment on customer satisfaction and e-commerce success in Sri Lanka, focusing on Millennials and Generation Z. By integrating the DeLone and McLean Information Systems Success (D&M ISS) model with customer empowerment theory, the research seeks to provide insights into the key drivers of e-customer engagement in e-commerce. Design/methodology/approach A structured questionnaire was used to collect data from 413 respondents employing the purposive sampling technique. The data collection instrument comprised 32 questions related to system quality, information quality, service quality, customer empowerment and customer satisfaction, as well as demographic questions. The data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). Findings The results revealed that the system quality, information quality and service quality significantly influence customer satisfaction and intention to use the system in the context of e-commerce, which leads to higher customer engagement. Furthermore, the findings substantiate the crucial role that customer empowerment plays in terms of increasing customer satisfaction. Research limitations/implications This study focuses on Millennials and Generation Z e-customers in Sri Lanka. It provides insights into this demographic, but does not capture the diverse cultural and technological landscape of the entire country. The study examines Information System (IS) dimensions and customer empowerment, excluding other significant variables like overall customer engagement. Self-reported data may introduce biases, and future research with larger sample sizes and different methods could improve the validity. Focusing on four selected online shopping platforms may limit the applicability as the e-commerce landscape is continuously evolving. Practical implications The findings offer guidance to e-commerce businesses and policymakers to enhance their digital services and customer satisfaction. Businesses can improve their system quality with intuitive designs, offering accurate information to boost engagement and deliver excellent service quality. Initiatives such as interactive tools, loyalty programs and tailored support can empower customers, fostering a stronger impact. Policymakers can support e-commerce growth by improving regulations and providing training programs. These measures contribute to a more efficient and satisfying online shopping experience, driving long-term customer loyalty and business growth. Social implications The research emphasises the role of customer empowerment in fostering customer engagement, contributing to the growth of the digital economy and enhancing online shopping experiences. Originality/value This research enhances the academic understanding of e-commerce success by strengthening the DeLone and McLean Information Systems Success model by adding the concept of customer empowerment. This unique improvement is applied in the context of Sri Lanka, an emerging market with its own socio-economic characteristics. This addition provides new insights into key factors affecting e-customer engagement in the e-commerce sector.