How to promote B2C, using Online Customer Experience Analysis

In this study, an online customer experience analysis model is proposed and empirically tested in the context of B2C. The focus of this research is to determine factors based on the online customer experience analysis on how to promote B2C. The results of the study indicated that the delivery system is one of key success factors for B2C that would encourage consumers to repurchase. Other factors are the reliability and responsiveness in term of delivery the right product (accuracy) at right time and faster response to customers, variety and price of product, product's information accuracy, the online payment security system, choices for payment, efficiency of recording and transmittal business transaction system, and office's location of vender. Theoretical and managerial implications are discussed.