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All Journal Economic, Management, Business and Accountancy International Journal (EMBAIJ)
Muhammad Junaid Kamaruddin Junet
Universitas 17 Agustus 1945 Jakarta
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence of Knowledge Management and Service Quality on E-Commerce Customer Satisfaction with Digital Literacy as a Moderator Muhammad Junaid Kamaruddin Junet; Fauziah; Harisuddin
Economic, Management, Business and Accountancy International Journal Vol. 3 No. 1 (2026): Economic, Management, Business and Accountancy International Journal
Publisher : MJK PUBLISHER

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Abstract

This study examines the effects of knowledge management and service quality on e-commerce customer satisfaction, with digital literacy serving as a moderating variable. Amid the rapid growth of the digital economy, customer satisfaction has become a key factor in sustaining the competitiveness of e-commerce platforms. A quantitative approach was employed using questionnaire data collected from e-commerce users and analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The results indicate that knowledge management and service quality have positive and significant effects on customer satisfaction, while digital literacy strengthens these relationships. These findings highlight that effective knowledge management, high service quality, and digital literacy are critical factors in enhancing customer satisfaction and supporting the success of e-commerce businesses.
Co-Authors Fauziah Harisuddin