User Experience in Online Shopping: A Systematic Literature Review with the Preferred Reporting Items for Systematic Reviews and Meta-analyses Method

Authors

  • Evy Nurmiaty UIN Syarif Hidayatullah Jakarta
  • Arsy Mahabbah Abdillah
  • Jackson Ismail Bisker Sitanggang UIN Syarif Hidayatullah Jakarta
  • Muttaqin UIN Syarif Hidayatullah Jakarta

Abstract

The rapid growth of e-commerce has made user experience (UX) a critical determinant of online shopping success, yet existing research in this domain remains fragmented and conceptually dispersed. Prior studies frequently examined isolated aspects of UX, often overlooking the holistic integration of functional and emotional dimensions. This fragmentation has created a significant gap in understanding how these dimensions collectively influence consumer perceptions, decision-making processes, and long-term behavioral outcomes. To address this issue, the present systematic literature review (SLR) synthesized recent empirical findings on UX in online shopping environments. The study pursued three primary objectives: to identify key UX factors (RQ1), to examine their impact on customer satisfaction and loyalty (RQ2), and to evaluate prevailing methodologies as well as emerging research gaps in UX evaluation (RQ3). Following the PRISMA protocol, 10 peer-reviewed articles published between 2022 and 2024 were systematically selected from ScienceDirect and analyzed using thematic synthesis. The findings revealed that Structural Equation Modeling (SEM) was the dominant analytical technique employed across studies. Results consistently demonstrated that both functional factors (e.g., usability, navigation efficiency, and information quality) and emotional factors (e.g., trust, enjoyment, and perceived security) significantly influence satisfaction and loyalty. Satisfaction and trust emerged as critical mediating variables linking UX attributes to behavioral intentions. Furthermore, hybrid methodologies, such as SEM-RFC, were identified as promising approaches to overcoming limitations of traditional models. Overall, this review underscores the multidimensional nature of UX and its pivotal role in shaping online shopping behavior while offering actionable insights for more user-centered e-commerce design strategies.

Author Biography

  • Arsy Mahabbah Abdillah

    Arsy Mahabbah Abdillah is a second-year undergraduate student in the Information Systems Department at Syarif Hidayatullah State Islamic University Jakarta, Indonesia. Her research focuses on human-computer interaction and digital consumer behavior, particularly in e-commerce contexts. This systematic review represents her first major academic work employing the PRISMA methodology to investigate user experience factors in online shopping platforms. She can be contacted at ar.sy23@mhs.uinjkt.ac.id for further discussion regarding this study.

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Published

2025-10-31

Issue

Vol. 1 No. 2: October 2025

Section

Articles