Determinants of Satisfaction of Electronic Commerce Implementation: Some Evidence from the Small- and Medium-Sized Enterprises

This study surveys the perceptions and experiences of smalland medium-sized enterprises (SMEs) in the implementation of Internet-based Electronic Commerce (EC). This paper proposes a framework of EC implementation success for SMEs. Results of preliminary interviews of small businesses in Australia and Singapore show that respondents’ perceptions of Internet-based EC are pre-dominantly positive. However, a further analysis was carried out regressing overall satisfaction on the 19 influencing factors of EC. It was found that 5 factors – observability, communication channel, customer pressure, supplier pressure, and perceived governmental support make a significant contribution to the adoption of Internet-based EC in Australia; and only 3 factors – firm size, perceived readiness, observability in Singapore.