Buyer Platform Experience (PLX) in Online Marketplaces: Scale Development, Validation, and the Salience of Variety, Competitive Pricing, Service Excellence, and Promotion

Celal Teoman Metehan; Edin Güçlü Sözer; Mustafa Emre Civelek; Adnan Veysel Ertemel; Ibrahim Sani Mert

doi:10.1177/21582440251394446

Buyer Platform Experience (PLX) in Online Marketplaces: Scale Development, Validation, and the Salience of Variety, Competitive Pricing, Service Excellence, and Promotion

Celal Teoman Metehan
, Edin Güçlü Sözer
, Mustafa Emre Civelek
, Adnan Veysel Ertemel
, Ibrahim Sani Mert^*

^*Corresponding author for this work

Department of Management Engineering

Research output: Contribution to journal › Article › peer-review

Abstract

This study aims to develop and validate a Buyer Platform Experience (PLX) scale focused on the cognitive and relational dimensions of buyer experience in online marketplaces. Adopting a five-stage sequential scale-development methodology, the research combines qualitative interviews with quantitative analyses using SPSS and AMOS. A four-dimensional scale—variety, service excellence, competitive pricing, and promotional effectiveness—was validated through exploratory and confirmatory factor analyses. Structural equation modeling confirmed that variety, service excellence, and competitive pricing significantly predict customer loyalty. The findings isolate cognitive and relational aspects often overlooked in existing customer-experience frameworks and offer practical guidance for platform managers seeking to enhance buyer retention through service quality, price competitiveness, and variety management.

Original language	English
Journal	SAGE Open
Volume	15
Issue number	4
DOIs	https://doi.org/10.1177/21582440251394446
Publication status	Published - 1 Oct 2025

Bibliographical note

Publisher Copyright:
© The Author(s) 2025. This article is distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access pages (https://us.sagepub.com/en-us/nam/open-access-at-sage).

Keywords

buyer experience
customer experience
customer loyalty
e-marketplaces
online customer experience

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abstract = "This study aims to develop and validate a Buyer Platform Experience (PLX) scale focused on the cognitive and relational dimensions of buyer experience in online marketplaces. Adopting a five-stage sequential scale-development methodology, the research combines qualitative interviews with quantitative analyses using SPSS and AMOS. A four-dimensional scale—variety, service excellence, competitive pricing, and promotional effectiveness—was validated through exploratory and confirmatory factor analyses. Structural equation modeling confirmed that variety, service excellence, and competitive pricing significantly predict customer loyalty. The findings isolate cognitive and relational aspects often overlooked in existing customer-experience frameworks and offer practical guidance for platform managers seeking to enhance buyer retention through service quality, price competitiveness, and variety management.",

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AU - Civelek, Mustafa Emre

AU - Ertemel, Adnan Veysel

AU - Mert, Ibrahim Sani

N1 - Publisher Copyright: © The Author(s) 2025. This article is distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission provided the original work is attributed as specified on the SAGE and Open Access pages (https://us.sagepub.com/en-us/nam/open-access-at-sage).

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Buyer Platform Experience (PLX) in Online Marketplaces: Scale Development, Validation, and the Salience of Variety, Competitive Pricing, Service Excellence, and Promotion

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Keywords

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