This study combines a systematic literature review with a bibliometric analysis to examine research on customer satisfaction and analytics from an Operations Research (OR) perspective in e-commerce. The authors aim to identify publication trends, dominant themes, and the extent to which analytics support OR-based decisions. Data were retrieved from Elsevier's Scopus database and screened using the PRISMA framework, giving a final dataset of 518 articles and 30 review papers. The findings show that the field has grown rapidly since 2018, with machine learning, big data, and sentiment analysis as its dominant themes, while core OR methods remain largely absent.