2.50
Hdl Handle:
http://hdl.handle.net/10547/244266
Title:
E-commerce success criteria: determining which criteria count most
Authors:
Ramanathan, Ramakrishnan ( 0000-0002-8861-2209 )
Abstract:
We explore in this paper how performance of e-commerce websites in terms of various criteria influences customers’ intention to shop again in the same website. Our approach is based on an interesting use of statistical regression in the hotel literature that attempted to classify different cues in hotels as critical, satisfier, dissatisfier, etc. We use online ratings for 484 e-commerce websites for this study. Our study shows that “satisfaction with claims” is the single most important criterion valued as critical by online customers. “Comparative prices” and “Refunds/returns” are desirable criteria. “Management accessibility”, “Payment process” and “Privacy experience” are satisfiers while “on-time delivery” is a dissatisfier.
Citation:
Ramanathan, R. (2010) 'E-commerce success criteria: determining which criteria count most' Electronic Commerce Research 10 (2):191
Journal:
Electronic Commerce Research
Issue Date:
2010
URI:
http://hdl.handle.net/10547/244266
DOI:
10.1007/s10660-010-9051-3
Additional Links:
http://www.springerlink.com/index/10.1007/s10660-010-9051-3
Type:
Article
Language:
en
ISSN:
1389-5753; 1572-9362
Appears in Collections:
Business and Information Systems Research Centre (BISC)

Full metadata record

DC FieldValue Language
dc.contributor.authorRamanathan, Ramakrishnanen_GB
dc.date.accessioned2012-09-17T11:31:25Zen
dc.date.available2012-09-17T11:31:25Zen
dc.date.issued2010en
dc.identifier.citationRamanathan, R. (2010) 'E-commerce success criteria: determining which criteria count most' Electronic Commerce Research 10 (2):191en_GB
dc.identifier.issn1389-5753en
dc.identifier.issn1572-9362en
dc.identifier.doi10.1007/s10660-010-9051-3en
dc.identifier.urihttp://hdl.handle.net/10547/244266en
dc.description.abstractWe explore in this paper how performance of e-commerce websites in terms of various criteria influences customers’ intention to shop again in the same website. Our approach is based on an interesting use of statistical regression in the hotel literature that attempted to classify different cues in hotels as critical, satisfier, dissatisfier, etc. We use online ratings for 484 e-commerce websites for this study. Our study shows that “satisfaction with claims” is the single most important criterion valued as critical by online customers. “Comparative prices” and “Refunds/returns” are desirable criteria. “Management accessibility”, “Payment process” and “Privacy experience” are satisfiers while “on-time delivery” is a dissatisfier.en
dc.language.isoenen
dc.relation.urlhttp://www.springerlink.com/index/10.1007/s10660-010-9051-3en_GB
dc.subjectE-commerce success criteria Classifications Online ratings Customer loyaltyen
dc.subjecte-commerceen
dc.subjectonline ratingsen
dc.subjectcustomer loyaltyen
dc.titleE-commerce success criteria: determining which criteria count mosten
dc.typeArticleen
dc.identifier.journalElectronic Commerce Researchen_GB
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