Investigating the impact of website design, reliability and perceived ease of use on consumer trust via customer satisfaction

Authors

  • Amna Malik BUITEMS,Quetta
  • Asia Bibi BUITEMS,Quetta
  • Gul Panra BUITEMS,Quetta

Abstract

The success of E-commerce depends on the efficient interrelation between the design, usability, and usage of online platforms which in turn can influence customer satisfaction fostering customer trust. This study focuses on identifying the impact of website design, reliability, and perceived ease of use on customer trust and how the mediating role between these crucial components is played by customer satisfaction. By choosing the philosophy of positivism and using a deductive approach, this study conducted a thorough survey in many cities of Pakistan to collect quantitative data from 300 individuals chosen through purposive sampling. The study uses sophisticated statistical software like SPSS and Process Macro to analyze the internal consistency, reliability, correlation and mediation of the data gathered. The results revealed that better usability, attractive design, and reliable services increase the satisfaction of customer which in turn fosters an increased trust in e-commerce platforms. This paper provides actionable insights for e-commerce firms that by improving the design, and usability of websites and by providing reliable services, e-commerce companies can satisfy changing customer expectations and generate long-term loyalty, which is a crucial factor for surviving in this highly competitive digital environment. Future research is recommended to include actual customer behavior in the research model to predict the impact of these variables on the purchase intentions of the customers. The study offers fresh insight about the complex integration of the website engaging elements and acts as a valuable asset for industry stakeholders since it provides a holistic strategy that is necessary to survive in this highly competitive environment.

Author Biographies

Amna Malik, BUITEMS,Quetta

I have been serving as a Lecturer in the Marketing department at the Balochistan University of Information Technology, Engineering, and Management Sciences (BUITEMS), Quetta, for over 10 years. With a strong foundation in marketing-related domains, I have extensive experience in teaching subjects such as consumer behavior, brand management, advertising, and digital marketing. My decade-long career at BUITEMS reflects my commitment to academic excellence and student development.

My teaching philosophy is centered around fostering critical thinking and practical skills in students, preparing them to tackle real-world marketing challenges. In addition to my teaching responsibilities, I actively participate in research projects that explore contemporary issues in marketing, with a particular interest in the evolving dynamics of customer engagement and technology-driven marketing strategies.

My long-standing dedication to both the academic and professional aspects of marketing has made me a valuable mentor to students, helping them build strong foundations for their careers in the field.

Asia Bibi, BUITEMS,Quetta

I am a  Lecturer of Marketing at the Balochistan University of Information Technology, Engineering, and Management Sciences (BUITEMS), Quetta. I am a part of the BUITEMS faculty since May 2022, bringing a wealth of knowledge and practical experience to the classroom. My research interests lie in consumer behavior, digital marketing, advertising management, and the integration of technology in marketing strategies, with a focus on both local and international contexts.

In addition, My ongoing research explores emerging trends in marketing, with a particular emphasis on customer engagement, loyalty, and satisfaction in digital environments. I also submitted scholarly articles to reputable marketing journals, aiming to contribute to the academic and practical discourse in the field.

With a strong passion for teaching and research, I try to strive to inspire her students to think critically and strategically about contemporary marketing challenges, while fostering a collaborative and innovative learning environment.

Gul Panra , BUITEMS,Quetta

I have taught courses in Marketing, Supply Chain Management, and Operations Management at BUITEMS, drawing on a diverse background in business and management. My teaching approach emphasizes the integration of theoretical concepts with real-world applications, helping students develop practical skills that are essential for success in today’s competitive business environment.

In my years of experience of more than 12 years, I have mentored students to understand the complexities of marketing strategies, streamline supply chain processes, and optimize operational efficiencies. I am committed to fostering an interactive and engaging classroom environment that encourages critical thinking and problem-solving.

In addition to teaching, I have participated in research projects and industry collaborations that focus on improving business operations and enhancing customer value through effective marketing and supply chain practices.

 

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Published

2025-03-11

How to Cite

malik, amna, Asia, & Panra, G. (2025). Investigating the impact of website design, reliability and perceived ease of use on consumer trust via customer satisfaction. Journal of Business Studies and Economic Research, 2(1), 24–49. Retrieved from https://journals.uot.edu.pk/jbser/article/view/56

Issue

Vol. 2 No. 1 (2024): Journal of Business Studies and Economic Research

Section

Articles