Understanding the determinants of customer satisfaction in e-commerce is critical for digital retailers operating in competitive markets. However, limited empirical research has examined how multiple service attributes jointly influence satisfaction through perceived value in the United Arab Emirates (UAE) context. Grounded in the Stimulus-Organism-Response (S-O-R) framework, this study investigates the impact of five e-commerce service attributes—service quality, website design, payment options, information quality, and brand reputation—on customer satisfaction, with customer perceived value as a mediating mechanism.

A quantitative cross-sectional survey was conducted among 300 online shoppers in the UAE. Data were analyzed using SPSS (Version 26), including reliability testing, descriptive analysis, correlation analysis, and multiple regression analysis.

The regression results reveal that among the five predictors, payment options (β = 0.361, p = 0.020) and brand reputation (β = 0.348, p = 0.014) exert the strongest significant effects on customer perceived value, explaining a substantial portion of its variance. Furthermore, customer perceived value demonstrates a strong positive impact on customer satisfaction (F = 17.084, p < 0.001). Service quality, website design, and information quality showed positive but statistically non-significant effects in the full model, suggesting that their influence is partially mediated through perceived value.

This study contributes to e-commerce literature by empirically validating a multi-attribute satisfaction model in the under-researched UAE market. The results offer practical implications for online retailers seeking to prioritize payment flexibility, brand trust, and value perception to enhance customer satisfaction and loyalty.