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A Model of Website Quality-Based E-Commerce Satisfaction Index

A Model of Website Quality-Based E-Commerce Satisfaction Index Abstract In the contemporary highly competitive e-business market, organization’s success depends on satisfaction and loyalty of its customers. Whereas the differentiation of the determinants and their impact on customer satisfaction in different countries exists, the research aims at developing a model of website quality-based e-commerce customer satisfaction index. While achieving the aim of the article, the analysis and synthesis of scientific literature is provided. Furthermore, quantitative research and the analysis of the research results by means of principle component analysis, structural equation modelling using partial least squares path modelling methodology, and Importance-Performance matrix are applied. As a research result, the model of website quality-based e-commerce customer satisfaction index is elaborated. Latter model indicates the factors, which are worth investments in order to gain customer satisfaction and loyalty. As a result, not profitable investments might be avoided, which could contribute to the growing competitiveness of e-business. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Scientific Annals of Economics and Business de Gruyter

A Model of Website Quality-Based E-Commerce Satisfaction Index

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Publisher
de Gruyter
Copyright
Copyright © 2016 by the
ISSN
2501-3165
eISSN
2501-3165
DOI
10.1515/saeb-2016-0103
Publisher site
See Article on Publisher Site

Abstract

Abstract In the contemporary highly competitive e-business market, organization’s success depends on satisfaction and loyalty of its customers. Whereas the differentiation of the determinants and their impact on customer satisfaction in different countries exists, the research aims at developing a model of website quality-based e-commerce customer satisfaction index. While achieving the aim of the article, the analysis and synthesis of scientific literature is provided. Furthermore, quantitative research and the analysis of the research results by means of principle component analysis, structural equation modelling using partial least squares path modelling methodology, and Importance-Performance matrix are applied. As a research result, the model of website quality-based e-commerce customer satisfaction index is elaborated. Latter model indicates the factors, which are worth investments in order to gain customer satisfaction and loyalty. As a result, not profitable investments might be avoided, which could contribute to the growing competitiveness of e-business.

Journal

Scientific Annals of Economics and Business – de Gruyter

Published: Mar 1, 2016

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    Barrera
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    Hung
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    Petter
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    Zhang
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    Cyr
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    Johnson
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    Kassim
  • The relevance of holistic website perception How sense - making and exploration cues guide consumers emotions and behaviors of http dx doi org
    Brunner
  • The impact of e service quality customer satisfaction and loyalty on e marketing Moderating effect of perceived value http dx org
    Chang
  • Wen The impact of website quality on customer satisfaction and purchase intentions : Evidence from Chinese online visitors http dx org
  • Website design quality and usage behavior : Unified Theory of Acceptance and Use of Technology of http dx org
    Qeisi
  • Customer satisfaction and loyalty in markets path modeling approach of Theory Practice http dx org
    Anderson
  • Developing an index for online customer satisfaction : Adaptation of American Customer Satisfaction Index Systems with http dx org
    Hsu
  • The critical factors impact on online customer satisfaction http dx org
    Lin
  • Measure of Website Quality Paper presented at the Ama and
    Loiacono
  • Managing Ad - Hoc Trust Relationships in Pervasive Paper presented at the Workshop on Security and Privacy in
    Almenarez
  • and Begum The role of perceived usefulness perceived ease of use security and privacy and customer attitude to engender customer adaptation in the context of electronic banking
    Jahangir
  • Shopping motives as antecedents of satisfaction and loyalty of http dx org
    Christodoulides
  • The effect of perceived service quality dimensions on customer satisfaction trust and loyalty in e - commerce settings cross cultural analysis Asia Pacific of and Logistics http dx doi org
    Kassim
  • Measure of Website Quality Paper presented at the Ama and
    Loiacono
  • study of e - trust in online auctions of Research
    Hsu
  • Human aspect in service quality benchmark studies http dx org
    Eklöf
  • The evolution and future of national customer satisfaction index models of http dx org
    Johnson
  • The customer satisfaction - loyalty relation in an interactive e - service setting : The mediators of and Consumer Services http dx doi org
    Chen
  • The effect of perceived trust on electronic commerce : Shopping online for tourism products and services in South Korea http dx org
    Kim
  • Human aspect in service quality benchmark studies http dx org
    Eklöf
  • An Augmented Model of Customer Loyalty for Organizational Purchasing of Financial Services of Business - To - http dx org
    Lee
  • Eid Determinants of commerce customer satisfaction trust and loyalty in Saudi of Research
    Arabia