A Qualitative Study of Customer Satisfaction from an Electronic Commerce Perspective
نویسندگان
چکیده
The purpose of this study is to continue to fill a gap in the literature by investigating the impact of website-supported customer relationships on customer satisfaction. The study used content analysis to analyze the interview data obtained from a sample of 22 executives and webmasters of eight (8) IT companies in Quebec, Canada to test the hypotheses. The results show that three of the four website-supported customer relationships (partnerships, empowerment, and understanding customer expectations) have a positive impact on customer satisfaction. However, the impact of the website-supported trust on customer satisfaction is negative because the use of website-supported trust does not affect the level of customer satisfaction or dissatisfaction. That means, customers may be satisfied with the electronic relationships but they do not necessarily trust the company which used website support to build trust with its customers..
منابع مشابه
Electronic Banking and Customer Satisfaction in Bank Melli Iran
Many e-commerce transactions via e-payment systems is carried out. The aim of this study is that the theory of structures, an empirical analysis about the importance and ranking key factors that may be on customer satisfaction in electronic payment systems affect the Iranian banks.9 specific topics of the factors in e-payment systems, customer satisfaction and affect are more key, were selected...
متن کاملAn investigation of the factors affecting customer satisfaction with electronic banking in Isfahan
The increasing growth and development of communications technology has created a major change indifferent aspects of human life and organizational performance. New technologies have changed function and attitudes of individuals and organizations and have become an important aspect in creating new jobs and innovation in organizations. Development of new phenomena such as electronic business, ele...
متن کاملImpact of Customer Service Practices on Customer Satisfaction and Retention
In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...
متن کاملCustomer Satisfaction in Electronic Commerce - A Survey Concerning the German Online Bookshop Trade
The importance of electronic commerce (in the following eCommerce) has increased significantly during the past decade. In this context this study analyses the antecedents and effects of customer satisfaction concerning german online bookshop trade. The study is based on data collected from 309 privat german customers. The data was collected through an online survey in spring of 2005. The data e...
متن کاملA Comprehensive Model of Customer Satisfaction in Electronic Commerce: Investigating the Asymmetric Relationship between Attribute-Level Performance and Overall Satisfaction
From the customer perspective, Business-to-Customer (B2C) is to be defined as a channel. In order to survive, grow, and succeed, IS managers should design B2C channels with attributes that maximize customer satisfaction. The authors investigate B2C channel attributes as antecedents for customer satisfaction. The relationship between the attribute-level performance and overall satisfaction is al...
متن کامل