Determinants of On-Line Consumer Satisfaction: A Conjoint Analysis
نویسندگان
چکیده
Metrics for assessing online customer satisfaction (e-satisfaction) are essential in gauging the success and failure of e-commerce. The Internet business must determine and understand the values of its existing and potential customers. Hence, it’s important for researchers to develop and validate a diverse array of metrics to comprehensively capture the attitudes and feelings of online customers. What factors make on-line shopping appealing? What customer values take priority? This study’s purpose is to answer these questions, examining the role of several technology, shopping, and product factors using a conjoint analysis of consumer preferences to measure e-satisfaction. The study will result in the development of an e-satisfaction conceptual model and metric.
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