Systematic Literature Review: The Impact of Service Convenience on E-Commerce Performance

Abstract

This systematic review examines the impact of service convenience on e-commerce performance using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) approach. The study focuses on six dimensions of service convenience: access convenience (AC), search convenience (SC), evaluation convenience (EC), transaction convenience (TC), possession convenience (PC), and post-purchase convenience (PPC). A literature search across Scopus, Web of Science, Google Scholar, and PubMed Central yielded 10 open-access articles (2021–2025) analyzing customer satisfaction, repurchase intention, and loyalty. Findings indicate that all six dimensions positively contribute to e-commerce performance, with AC and TC enhancing satisfaction by up to 30%, and PC and PPC supporting loyalty by up to 25%. The influence of these dimensions varies by market and platform. Practical implications include developing AI-driven features and reliable logistics, while theoretical implications extend the SERVCON model in digital contexts. Journal sources include MDPI (30%), PLOS (20%), and others at 10% each, validating the interdisciplinary search.