Innovation, Service Quality, and Performance: An Empirical Study of B2C E-commerce Companies

Abstract

This empirical study investigates the interrelationships between innovation, service quality, and performance in the context of business-to-consumer (B2C) e-commerce companies. As the e-commerce landscape evolves rapidly, firms face increasing pressure to innovate and deliver superior service to maintain competitiveness and enhance performance. Drawing on a sample of B2C e-commerce companies, this research employs quantitative analysis to examine the impact of innovation and service quality on various performance indicators, including financial performance, customer satisfaction, and market share. The study explores different dimensions of innovation, such as product innovation, process innovation, and business model innovation, and assesses their influence on service quality perceptions and overall performance outcomes. Additionally, it investigates the mediating role of service quality in the relationship between innovation and performance, as well as potential moderating factors such as industry dynamics, competitive intensity, and technological advancements. The findings contribute to both theoretical understanding and managerial practices by elucidating the mechanisms through which innovation and service quality contribute to performance enhancement in B2C e-commerce contexts. Moreover, the study offers practical insights for e-commerce firms in formulating strategies to leverage innovation and service excellence to achieve sustainable competitive advantage and business success in the digital marketplace.