Modeling the influence of e-service quality on e-satisfaction in Indonesia’s digital marketplaces using a hybrid approach of SEM and fsQCA

Purpose Indonesia’s expanding digital marketplaces make e-satisfaction a key success factor, yet traditional research often overlooks its complex, nonlinear drivers. This study aims to integrate partial least square structural equation modelling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) to reveal both linear and configurational influences – security, pricing, shipping, information availability and product quality – providing practical insights for digital platforms to enhance competitiveness. Design/methodology/approach This research uses Expectancy-Disconfirmation theory as a framework which demonstrates the mechanism through which buyers’ digital marketplace experiences create their e-satisfaction. Through integrating fsQCA with PLS-SEM this research combines asymmetric and symmetric methods to analyze the determinants of e-satisfaction. Findings The structural equation modeling results show that security, pricing, shipping, information availability and quality significantly impact e-satisfaction. The fsQCA findings further reveal that high e-satisfaction depends on the presence of security, pricing, information availability and quality, whereas low e-satisfaction stems from their absence. Originality/value This study uniquely integrates PLS-SEM and fsQCA to reveal both linear effects and complex configurations that drive e-satisfaction in Indonesia’s digital marketplaces. It extends the Expectancy-Disconfirmation Theory by showing how security, pricing, shipping, information and product quality interact to shape satisfaction. By focusing on an emerging economy, it delivers much-needed context-specific insights and fills a critical gap in global e-commerce research.