The Impact of Dropshipping Service Quality on Customer Satisfaction in Saudi Arabia: The Mediating Role of Customer Trust. A Study on E-Commerce Users

Abdelmoti  Aburub; Abdelmoti  Aburub; Abdelmoti Aburub; Abdel Ghaffar Ben Hamida; Fayiq Khanfar

doi:10.63332/joph.v5i4.1292

The Impact of Dropshipping Service Quality on Customer Satisfaction in Saudi Arabia: The Mediating Role of Customer Trust. A Study on E-Commerce Users

Authors

Abdelmoti Aburub Department of Business Administration, College of Business, Imam Mohammad Ibn Saud Islamic University (IMSIU), Riyadh, Saudi Arabia
Abdelmoti Aburub Department of Business Administration, College of Business, Imam Mohammad Ibn Saud Islamic University, Riyadh, Saudi Arabia (IMSIU)
Abdelmoti Aburub Department of Business Administration, College of Business, Imam Mohammad Ibn Saud Islamic University, Riyadh, Saudi Arabia (IMSIU)
Abdel Ghaffar Ben Hamida Department of Marketing, College of Business, King Abdulaziz University, Jeddah 21589, Saudi Arabia
Fayiq Khanfar Department of Business administration, Limkokwing University, Cyberjaya, Malaysia

DOI:

https://doi.org/10.63332/joph.v5i4.1292

Keywords:

dropshipping service quality, Social Media Platforms Influence, Cultural Influence, Technological Influence, Saudi Arabia

Abstract

This study investigates how dropshipping service quality—social media, cultural, technological influences, and delivery speed—affects customer satisfaction in Saudi Arabia, with customer trust as a mediator. Using a quantitative method, data were collected from 225 e-commerce users via a structured questionnaire and analyzed with SPSS and AMOS for SEM. Results showed all four factors significantly impacted satisfaction, with technology having the strongest effect (β = 0.30, p < 0.001), followed by social media (β = 0.25), delivery speed (β = 0.22), and culture (β = 0.20). Customer trust significantly mediated the effects of social media (indirect β = 0.14) and technology (indirect β = 0.12) on satisfaction. The study extends Service Quality and Commitment-Trust Theories to dropshipping, highlighting trust and quality as key to satisfaction. Businesses should focus on tech adoption, social engagement, and building trust to boost satisfaction and loyalty.

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Published

2025-04-29

How to Cite

Aburub, A., Aburub, A., Aburub, A., Hamida, A. G. B., & Khanfar, F. (2025). The Impact of Dropshipping Service Quality on Customer Satisfaction in Saudi Arabia: The Mediating Role of Customer Trust. A Study on E-Commerce Users. Journal of Posthumanism, 5(4), 1576–1598. https://doi.org/10.63332/joph.v5i4.1292