TITLE:
A Practical Model to Measure E-Service Quality and E-Customer Satisfaction of Crypto Wallets
AUTHORS:
Pegah Nikzat, Saeid Hosseinzade
KEYWORDS:
Crypto Wallet, E-Service, E-Service Quality, E-Customer Satisfaction
JOURNAL NAME:
Open Journal of Business and Management,
Vol.13 No.3,
May
14,
2025
ABSTRACT: The research explores a model to measure E-Service quality and E-Customer satisfaction of crypto wallet users. The purpose of this paper is to design a model for crypto wallets. The research method of this research is mixed method. First, qualitative research that conducted using thematic analysis, and then, main themes derived from interviews, which consisted of four main themes including: “Security and Trust”, “privacy”, “Ease of Use”, and “Price and transaction”. The data was collected using questionnaires from crypto wallet users by means of distribution of online questionnaire from Aug. 2020 to Sep. 2021 as Google forms through social media and online advertising in cryptocurrency websites. The research methodology in the second phase is a quantitative approach, and 9 hypotheses were raised in this study. 515 data was collected and after analyzing the responses and discarding incomplete, 404 data were retained to test the empirical model. The data collected was analyzed with smart-PLS software. The results demonstrate that “Security and trust”, “Price and Transaction”, “Privacy”, and “Ease of Use” are positively associated with E-Service Quality; and “Security and trust”, “Privacy”, and “Ease of use” are positively associated with “E-customer Satisfaction”. Results show that the “E-Service Quality” has a positive effect on variable “E-Customer satisfaction”. The finding indicates that “Security and trust”, “Price and Transaction”, “Privacy”, and “Ease of Use” are key factors of “E-Service quality”; while “Security and trust” and “Privacy” are key factors of “E-Customer satisfaction”.