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E-commerce success criteria: determining which criteria count most

Research Output: Contribution to journal Article Peer-review

Abstract

We explore in this paper how performance of e-commerce websites in terms of various criteria influences customers' intention to shop again in the same website. Our approach is based on an interesting use of statistical regression in the hotel literature that attempted to classify different cues in hotels as critical, satisfier, dissatisfier, etc. We use online ratings for 484 e-commerce websites for this study. Our study shows that "satisfaction with claims" is the single most important criterion valued as critical by online customers. "Comparative prices" and "Refunds/returns" are desirable criteria. "Management accessibility", "Payment process" and "Privacy experience" are satisfiers while "on-time delivery" is a dissatisfier.

Publication Information

Output type

Research Output: Contribution to journal Article Peer-review

Original language

English

Pages from-to (Number of pages)

Pages 191-208

Journal (Volume, Issue Number)

Electronic Commerce Research (Volume 10, Issue 2)

Publication milestones

  • Published - 01/01/2010

Publication status

Published - 01/01/2010

ISSN

1389-5753

External Publication IDs

  • handle.net: 10547/244266
  • Scopus: 77957577017

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