E-commerce success criteria: determining which criteria count most
Authors
Ramanathan, RamakrishnanIssue Date
2010Subjects
E-commerce success criteria Classifications Online ratings Customer loyaltye-commerce
online ratings
customer loyalty
Metadata
Show full item recordAbstract
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):191Journal
Electronic Commerce ResearchAdditional Links
http://www.springerlink.com/index/10.1007/s10660-010-9051-3Type
ArticleLanguage
enISSN
1389-57531572-9362
ae974a485f413a2113503eed53cd6c53
10.1007/s10660-010-9051-3