Relevant bibliographies by topics / E-commerce business satisfaction (EBS)

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'E-commerce business satisfaction (EBS)'

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Published: 19 February 2023

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Journal articles on the topic "E-commerce business satisfaction (EBS)"

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Karmawan, I. Gusti Made. "Dampak Peningkatan Kepuasan Pelanggan dalam Proses Bisnis E-Commerce pada Perusahaan Amazon.Com." ComTech: Computer, Mathematics and Engineering Applications 5, no. 2 (December 1, 2014): 748. http://dx.doi.org/10.21512/comtech.v5i2.2237.

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The Purpose of writing is to describe the impact of increased customer satisfaction in the business process of e-commerce at Amazon.com and analyzed e-commerce strategies used in the company.The Benefits are to get an overview of the strategies in the Amazon.com for improving customer satisfaction and the impact of increased satisfaction. The method of writing is conducting reviews of existing sources to gain an overview strategy and business processes e-commerce at Amazon.com. The paper results are gaining knowledge of thenumber of visitors and Sales that accurred at Amazon.com. The Conclusions is about the impact of increasing customer Satisfaction in the business process e-commerce in the Amazone.com.
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Siregar, Budi Alamsyah. "Communication Strategy in Improving Satisfaction E-Commerce Customers." Almana : Jurnal Manajemen dan Bisnis 5, no. 2 (August 16, 2021): 148–55. http://dx.doi.org/10.36555/almana.v5i2.1493.

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At this time, product marketing competition is experiencing dynamic changes and is getting higher. Therefore, companies are required to choose the right marketing strategy to support increased product sales. Business communication is one of the strategies that companies can apply. This is because business communication is an attempt to provide information to customers. Accuracy in implementing business communication will cause positive customer reactions to the products being sold. This study aims to determine how the implementation of business communication strategies by e-commerce companies in Indonesia creates customer satisfaction with the services. This study uses a qualitative and quantitative method approach—research data, using primary and secondary data. Primary data were obtained directly from research respondents through interviews and questionnaires. On the other hand, secondary data is obtained based on existing library sources. Data collection, obtained from 30 customers who use e-commerce purchases. Data analysis was performed using descriptive techniques and a simple linear regression test. The results showed that the involvement of managers and field staff in providing services to customers increased sales. This finding shows that the right business communication strategy has a positive impact on customer trust reactions, which in turn increases product sales.
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Masyhuri, Muhammad. "Key Drivers of Customer Satisfaction on the E-Commerce Business." East Asian Journal of Multidisciplinary Research 1, no. 4 (May 30, 2022): 657–70. http://dx.doi.org/10.55927/eajmr.v1i4.405.

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To survive in the e-retail business, current online retailers should compete with others to retain their customers. Tremendous efforts are required to meet the expectations of demanding online customers. This means that online businesses should understand what key factors determine customer satisfaction to survive in the current e-commerce business. The aim of this paper is to analyze the key factors of customer satisfaction for e-commerce companies. The methodology of this study is based on the work of (Yoon, 2007), which consists of customer service, fulfilment/reliability, ease of use, product/service offering, and security and privacy. The world's two leading e-commerce companies - Amazon and eBay - were selected as best practice examples for this case.
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Hairuddin, Hanitahaiza, Sharidatul Akma Abu Seman, and Noorizan Mohamad Mozie. "Customers’ Satisfaction on the Quality of E-Commerce." ADVANCES IN BUSINESS RESEARCH INTERNATIONAL JOURNAL 5, no. 3 (December 31, 2019): 1. http://dx.doi.org/10.24191/abrij.v5i3.9965.

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As an important profit driver for business, e-commerce gives various opportunities to small and huge companies to sustain. Customer will visit e-commerce repeatedly when they feel satisfy with e-commerce services. Hence, this study aims to investigate the impacts of service quality on e-commerce context. Information quality, e-service quality, security and usefulness were predicted to have positive relationship with the customers’ satisfaction. Using purposive sampling techniques, 388 questionnaires were collected from the customers who had experienced in using Lazada and Shopee e-commerce website. PLS-SEM was used to analyse the collected data and test the proposed research hypotheses. The results indicate that information quality, e-service quality and security have positive relationship with user satisfaction, while usefulness is not significant. This finding could be used as a guideline for the companies to improve their e-commerce services.
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Rahman, Sarli, Fadrul Fadrul, Mujtaba M. Momin, Yusrizal Yusrizal, and Robert Marlyn. "Improving Satisfaction and Loyalty of Online Shop Customer Based on E-Commerce Innovation and E-Service Quality." Gadjah Mada International Journal of Business 24, no. 1 (January 12, 2022): 56. http://dx.doi.org/10.22146/gamaijb.58783.

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The purpose of this study is to develop new knowledge related to innovation in e-commerce, which we call e-commerce innovation, and how its impact on customer satisfaction and loyalty, together with e-service quality, in the context of an online shop in Indonesia. Several measurement items of e-commerce innovation were adopted and modified from the existing literature. To answer how the impact on customer satisfaction and loyalty, then used partial least squares structural equation modeling to analyze data from 400 respondents. Empirical test results found that e-commerce innovation and e-service quality can each increase customer satisfaction and loyalty. It is also known that in the context of online shop customers in Indonesia, its easier to create customer satisfaction than customer loyalty.
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Artana, I. Made, Hartina Fattah, I. Gede Juliana Eka Putra, Ni Luh Putu Sariani, Maryan Nadir, Asnawati Asnawati, and Rismawati Rismawati. "Repurchase intention behavior in B2C E-commerce." International Journal of Data and Network Science 6, no. 1 (2022): 147–54. http://dx.doi.org/10.5267/j.ijdns.2021.9.013.

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The intention to buy back is one of the objectives of the business strategy. This study aims to analyze the effect of mediating customer satisfaction on e-service and repurchase intention. This analytical study was conducted on e-commerce that is widely used by Indonesia, namely Shopee.co.id. The rapid growth of e-commerce, both C2C and B2B, has made online retailers compete in the online retail business. The intention to buy back is no longer solely due to the quality of service like an offline business. The purpose of this study is to analyze the role of mediating customer satisfaction from the quality of E-Commerce on repurchase intention in E-Commerce that has implemented a combination of C2B and B2B. Quantitative methods with structural equation analysis (SEM) and path analysis were used to analyze data using LISREL. The questionnaire is distributed to respondents used as samples taken from the population for this research. The researched population is user of Shopee.co.id in Indonesia, whereas samples of the population are randomly taken. The samples of this research are 279 respondents. The results of this study found that there is no significant direct effect of electronic service quality on repurchases intentions, but when customer satisfaction acts as a mediating variable, it shows that electronic service quality affects repurchase intention significantly through customer satisfaction. This study will help online retailers to find out what factors influence customers to make repeat purchases.
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Lee, Veronika, Seungwook Park, and DonHee Lee. "The Effect of E-commerce Service Quality Factors on Customer Satisfaction, Purchase Intention, and Actual Purchase in Uzbekistan." GLOBAL BUSINESS FINANCE REVIEW 27, no. 3 (June 30, 2022): 56–74. http://dx.doi.org/10.17549/gbfr.2022.27.3.56.

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Purpose: The purpose of this study is to analyze the impact of characteristics of the service quality of e-commerce platforms on customer satisfaction and purchase intention. Design/methodology/approach: The proposed research model and a set of hypotheses were developed and tested using structural equation modeling based on data collected from 172 e-commerce users in Uzbekistan. Findings: The findings of this study revealed that while the responsiveness of e-commerce platforms is non-essential, website design, reliability, perceived usefulness, and perceived ease of use are essential elements for customer satisfaction in e-commerce. The results indicated that website design, perceived usefulness, and customer satisfaction positively affect purchase intention for e-commerce platforms in Uzbekistan. Research limitations/implications: The study provided that COVID-19 significantly impacted the development and acceptance of e-commerce platforms in Uzbekistan. The results of this study suggested practical insights for improving customer satisfaction and service quality on e-commerce platforms in Uzbekistan. Originality/value: Uzbekistan is a developing country with great potential; however, until recently, little research has been conducted on the Uzbek e-commerce market. From this perspective, this study fills this gap by analyzing the relationship among service quality, technology acceptance factors, customer satisfaction, and purchase intention by applying the initial TAM model. Therefore, it is essential to determine the key factors for improving e-commerce service quality.
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Lai, Jung-Yu. "E-SERVCON and E-Commerce Success." Journal of Organizational and End User Computing 26, no. 3 (July 2014): 1–22. http://dx.doi.org/10.4018/joeuc.2014070101.

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Convenience has become an important indicator of e-commerce systems success. Based on the information systems management and marketing literature, this study explores how customer convenience in using functions and services affects e-commerce systems success. It proposes and analyzes a re-specified e-commerce system model based on the updated DeLone and McLean Information Systems Success Model with a new variable, e-commerce/electronic service convenience. The proposed model re-specifies and validates e-commerce systems success where continuance intention is proposed as a dependent variable and its relationship with independent variables such as information quality, system quality, e-service convenience, perceived usefulness and satisfaction are discussed. Partial least squares structural equation modeling technique is employed to analyze data collected by 210 users of business-to-consumer e-commerce systems in Taiwan. Findings indicate that continuance intention was found to be influenced by both satisfaction and perceived usefulness, which were found to be significant precursors of information quality, system quality, and e-service convenience. These results strongly support our contention that e-service convenience is an important factor affecting e-commerce systems success. They also offer practitioners and managers deeper insights into successful e-commerce systems implementation as well as aid researchers interested in testing related theories.
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Gide, E., and M. X. Wu. "A study for establishing E-commerce Business Satisfaction model to measure e-commerce success in SMEs." International Journal of Electronic Customer Relationship Management 1, no. 3 (2007): 307. http://dx.doi.org/10.1504/ijecrm.2007.017799.

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Sundaram, Vijayanand, D. Ramkumar, and Poorna Shankar. "Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business." KINERJA 21, no. 1 (April 10, 2017): 48. http://dx.doi.org/10.24002/kinerja.v21i1.1034.

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Due to Globalization and advancement in technology, Electronic commerce business (e-Com) has witnessed an extensive growth together with enthusiastic competition. The intention of this study is to test the conceptual framework of customer perception on service quality online business and its impact on satisfaction and loyalty through e-commerce business and a sample of 539 respondents were selected through simple random sampling method in Tamilnadu State of India. The result revealed that there is a significant association found between the demographic variables like Marital Status, Gender and Awareness about email/internet operation of the customers and the e-service quality, Customer Satisfaction and Loyalty except with Educational qualification and Status of the Residing area. The factors Responsiveness and Trust were highlighted as significant predictors for customer satisfaction and loyalty except Customization. Regarding the association between the customer satisfaction and loyalty, it is revealed that all the variables under satisfaction were significantly and positively associated with loyalty.Keywords: e-commerce, Retailers, Customer satisfaction, Customer Loyalty
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Dissertations / Theses on the topic "E-commerce business satisfaction (EBS)"

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Cazier, Joseph Abram. "The relationships among value congruence, trust and behavioral intentions in e-business." Full text available, 2004. http://images.lib.monash.edu.au/ts/theses/cazier.pdf.

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Rahman, Habibur, and Han Lili. "Customer satisfaction in E-Commerce : A case study of China and Bangladesh." Thesis, Högskolan Väst, Institutionen för ekonomi och it, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hv:diva-3352.

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As information technology and the popularity of Internet technology and in-depth applications, e-commerce is at unprecedented pace. People become more and more the focus of attention. At present, relatively fast development of e-commerce activities are online sales, online promotions, and online services. Globalization of electronic commerce as the development of enterprises provided many opportunities, but in developing country’s electricity business is still in the initial stage of development, how to improve e-commerce environment of consumer satisfaction, consumer loyalty and thus, related to the electron the performance of business enterprises. Therefore, to the upsurge in e-commerce for more benefits, for many enterprises, there is still need for careful analysis of the business environment electricity consumer behavior, understanding the factors that affect their consumption and thus the basis of network marketing the characteristics of the network setup customer satisfaction evaluation index system, then the theory based on customer satisfaction, on this basis to take corresponding countermeasures, the development of effective and reasonable marketing strategy, E-commerce can improve business performance, and promote the sound development of their self. At present, domestic and international network of scholars on consumer psychology, motivation and behavior have more exposition, however, how in e-commerce environment impact factors of customer satisfaction and how to improve e-commerce customer satisfaction studies are not many see. This article is from the analysis the impact of e-commerce network environment factors in consumer satisfaction.
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Tahir, Harris. "ANTECEDENTS OF CUSTOMER SATISFACTION IN E-SERVICE TRANSACTIONS." NSUWorks, 2013. http://nsuworks.nova.edu/hsbe_etd/110.

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What influences online service quality and how is service quality linked to customer satisfaction? This dissertation addresses these important questions using four alternative operationalizations of the service dimensions: expectations minus perceptions (E-P), a direct measure of the expectations - perceptions gap (direct), the perceptions measure only (P), and expectations minus perceptions adjusted for the absolute level of perceptions P-(E-P). Separate structural equation models are estimated for each measurement operationalization. The study found that E-P variables were not highly reliable and the discriminant validity for all models between service quality predictors was not high. A simple overall measure of service quality outperformed independent service dimensions for all models. The only significant individual predictors were sense of internet community and site customization. This study found that Internet buyers are not greatly sensitive to individual service dimensions which seem to act as indicators of a holistic latent service evaluation variable. Buyers are more sensitive to the transaction outcome than its process. A halo effect across service dimensions was also found. Satisfaction was linked to only cognitive, affective, and conative loyalty but not behavioral loyalty. When word of mouth was used as a proxy loyalty measure satisfaction explained more of the variance than the loyalty variables in all models. In assessing overall service, performance managers can use the overall variable. But given that a halo effect was found in this study, identifying and managing specific service dimensions is difficult.
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Hamberg, Emma, and Andreas Wallnér. "Framgång via e-handel : En kvalitativ studie om faktorer som skapar kundnöjdhet inom e-handel." Thesis, Linköpings universitet, Företagsekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-141582.

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Syftet med denna uppsats är att få en ökad förståelse kring vilka faktorer som konsumenter värdesätter mest när de handlar på internet. Syftet är även att undersöka om dessa faktorer har ändrats på senare tid samt om det finns faktorer som konsumenter upplever som bristfälliga vilket kan påverka deras inställning till att handla via internet. Tidigare forskning visar på att det finns ett antal faktorer som skapar kundnöjdhet inom e- handel. Det är därför betydelsefullt att undersöka ifall det finns luckor i denna forskning och ifall det finns faktorer som är briställiga när konsumenter värderar servicekvalitet inom e-handel. Genom intervjuer och utformandet av en enkätundersökning har vi studerat vilka faktorer som skapar kundnöjdhet inom e-handel. Studien kommer även behandla faktorer som konsumenter upplever som bristfälliga när de handlar via internet. Enkät och intervjufrågor har till största del utformats efter modeller och teorier som används i arbetet. Resultatet från denna studie visar att det finns likheter med teorin gällande vilka faktorer konsumenter värdesätter när de handlar på internet men att det även finns faktorer som konsumenter upplever som bristfälliga. Slutsatsen av denna studie är att det är av stor vikt att kartlägga vilka faktorer som konsumenter upplever som betydelsefulla när de handlar via internet samt att det finns faktorer som konsumenter anser som bristfälliga när de handlar via internet och att de här faktorerna även är viktiga att kartlägga.
The purpose of this paper is to gain an understanding of which factors consumers value the most when shopping online. The purpose is also to find out if there are factors that consumers perceive as insufficient and whether these factors affect consumer’s attitude towards shopping over the internet. Previous research shows that there are a number of factors that create customer satisfaction within e-commerce. It is therefore important to investigate if there are gaps in this research and if there are factors that are deficient when consumers value service quality in e- commerce. Through interviews and the design of a survey, we have studied the factors that create customer satisfaction within e-commerce. The study will also address factors that consumers perceive as deficient when shopping through the internet. Surveys and interview questions have been largely designed for models and theory used in the study. The result of this study shows that there are similarities with the theory of what consumers value when they shop online but that there are also factors that consumers perceive as deficient when shopping through the internet. The conclusion of this study is that it is of great importance to chart what factors consumers perceive as significant when shopping on the internet and that there are factors that consumers consider to be deficient when shopping on the internet and that these are also important to chart.
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Agag, Gomaa. "A framework for B2C and B2B e-commerce ethics and its effect on customer satisfaction : a comparison study between the UK and Egypt." Thesis, University of Plymouth, 2016. http://hdl.handle.net/10026.1/4588.

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Internet is fundamentally transforming the nature of the relationship that businesses have with consumers and the public. While e-commerce has witnessed extensive growth in recent years, consumers concerns regarding ethical issues surrounding online shopping also continue to increase. With increasing acceptance of the internet as a source for retail, ethical issues concerning internet usage have prompted serious concerns to consumers and created new challenges for practitioners. These growing concerns about safety and ethical behavior in online retailing can harm and restrain internet retail growth and deter consumers from online activities. Marketers must understand how these ethical challenges relate to dissatisfaction and distrust in the online retailing environment to foster further growth. The vast majority of earlier research on this area is conceptual in nature and limited in scope by focusing on consumers’ privacy issues. In an online context, this study proposes and tests a conceptual model that will discover the relationships between ethical factors associated to online providers’ web sites (e.g. security, privacy, non-deception, fulfilment, service recovery, shared value, and communication) and customer satisfaction to online providers’ web sites. It also explores a mediating role of trust and commitment on the link between ethical factors and customer satisfaction. Furthermore, the current study examines the differences between e-commerce ethics between the UK and Egypt in the context of B2C and B2B e-commerce. The conceptual model is then tested with a total of 980 completed questionnaires collected from two sample countries; namely, Egypt and the UK. These were analysed through a multivariate analysis using a variance-based statistical technique known as Partial Least Squares Structural Equation Modelling. The findings of this study show significant support for the proposed model. As predicted, BPSE is a second-order construct composed of seven dimensions (i.e., security, privacy, fulfilment, non-deception, service recovery, communication, and shared value). Trust and commitment mediate the relationship between BPSE and satisfaction. In addition, II reliability/fulfilment and non-deception are the most effective dimensions in BPSE. Byer’s perceptions regarding sellers’ ethics (BPSE) has a significant influence on consumer satisfaction. No major differences between the two country models were found. These findings have both theoretical and practical implications in that the results have provided empirical evidence on the indirect impact of BPSE on customer satisfaction and can serve as an indication in practice for both online service providers managers and policy makers in understanding consumers’ perceptions about e-commerce ethics and its effects on customer satisfaction.
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Jonsson, Elin, Petronella Källström, and Emma Wallander. "Why do we purchase from e-retailers? : An explanatory study of the e-loyalty antecedents impact on consumers purchase intentions on the e-commerce market." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-85364.

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Background: The e-commerce market has developed and it has become the new marketplace for current manufacturing and service industries. Customers’ behavior on the e-commerce market are changing with this Internet development and the competition is increasing. Customer’s purchase intention on the e-commerce market emerges when the customer compare brands and products in order to decide whether to purchase or not. Achieving e-loyalty is important for e-retailers to be profitable in the long run, which is defined as the customers’ positive attitude towards an e-retailer and results in repeat purchases. The primary antecedents of e-loyalty are e-trust, e-satisfaction and perceived value. Purpose: The purpose of this research is to explain how e-trust, e-satisfaction and perceived value impacts customers intentions to purchase from e-retailer(s). Methodology: This thesis had a quantitative research method and a deductive approach with an explanatory purpose. The research design was cross-sectional. An online questionnaire was used as the data collection method, which gathered 212 answers that passed the qualification question through convenience and snowball sampling. Reliability testing, validity testing and significance testing were used to test the data. A multilinear regression was used to test the hypothesis and analyse the results further. Findings: The original model of this thesis was tested and found insignificant. A new model was tested and found significant. 4,6 % of customers’ purchase intention could be explained to impact e-satisfaction. E-trust was found insignificant and had a negative impact on customers’ purchase intentions. Perceived value had a negative impact on the f-value and was therefore taken out of the regression analysis. Conclusion: The thesis contributes with a new conceptual model for the rejected hypothesis of e-trust impact on purchase intentions and the accepted hypothesis of e-satisfactions impact on purchase intentions. There are managerial implications of this study of how they should focus on e-satisfaction in their business practices, as well putting less focus on e-trust.
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Azizi, Farnoush, and XiLu Wang. "Your secret weapon to achieve E-Loyalty : A Quantitative Study On Antecedents Leading To E-loyalty." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-76083.

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With the rise of e-commerce, more and more retailers switch the focus to online environment. In order to gain customers’ e-loyalty, e-retailers have to pay more attention to e-loyalty itself and its antecedents. To help practitioners and academicians better understand e-loyalty, theory of e-satisfaction, e-trust and perceived value were introduced in this thesis. A conceptual model was structured to further explain the relationships towards e-loyalty. The purpose of this thesis is to explain the relationship of e-loyalty and its antecedents (e-satisfaction, e-trust and perceived value) and identify the strongest antecedent leading to e-loyalty.
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Ghazal, Mohammed Zaki, Miranda Okello, and Beatra Berisha. "Antecedents of E-Loyalty in the Context of Online Fashion Retailers." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-96092.

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With recent developments in the internet and the rise of e-commerce, the concept of e-loyalty has gained more traction as a result of its growing importance. Due to this, there is a continuous shift away from brick and mortar fashion retailing towards online fashion retailers.As a result, it is evident that future and current fashion retailers must have some form of online presence in order to succeed in today’s landscape. The purpose of this paper was to explain the effect of e-trust, e-satisfaction and e-service quality on e-loyalty in the context of online fashion retailers. In order to fulfil this purpose, a deductive explanatory approach was taken. Firstly, the authors conducted research on the subject of e-loyalty and what factors influence it. Furthermore, a conceptual model applicable to the context of online fashion retailers was developed. Moreover, an operationalization was created which was the basis of a self-completion questionnaire that was designed in order to collect primary data. After the primary data was collected through convenience sampling and partly through expert sampling, it was cleaned and then placed into SPSS in order to be analyzed. Multiple statistical tests were conducted in order to examine the significance of the data and the relationship between the independent variables (e-trust, e-satisfaction and e-service quality) and the dependent variable (e-loyalty). The results from the analysis showed that all the aforementioned independent variables have a positive effect on e-loyalty in the context of online fashion retailers which meant that the hypotheses from this study were found to be accepted. As a result, e-trust, e-satisfaction and e-service quality were all found to have a positive relationship with e-loyalty.
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Ferrara, Gustavo Hildebrand. "Uma análise da contribuição das redes sociais na internet para o comércio eletrônico: social-commerce." Pontifícia Universidade Católica de São Paulo, 2013. https://tede2.pucsp.br/handle/handle/18134.

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Made available in DSpace on 2016-04-29T14:23:23Z (GMT). No. of bitstreams: 1 Gustavo Hildebrand Ferrara.pdf: 2443099 bytes, checksum: 8ca2bc8823a69ce69da12f06cd371a12 (MD5) Previous issue date: 2013-10-31
The social networking on the internet has contributed to changes in commerce, being increasingly used by companies, as a channel of direct communication with the target audience, enabling the appearance of so-called social-commerce. Thus, the social-commerce has provided an interesting solution for companies and individuals who built their business through e-commerce platforms, thus enabling the construction of a closer relationship between customers and companies. Large, medium, small companies, and especially microentrepreneurs, started to sell their products through these e-commerce platforms on social networks. These have the benefit of the appearance of applications that professionalized the company-client relationship. More and more popular, social networking platforms on the internet began to offer a number of features and applications that facilitated the management of online business, as well as promoting the dissemination of products, promotions, launches, the search for market information for both captation trend lines, as well as in the competition analysis. Also allowed market niches rather practically inexistent, to become profitable. Customers, in its turn, through social networks on the Internet have amplified their search capabilities, enabling the comparison of several similar products, prices, and find out about product characteristics, information through the experiences of other users in relation to products and services. This research was developed with the objective to analyze the contributions of social networks on the Internet for electronic commerce, resulting in businesses models called social-commerce. It was also sought in this research, to explore, describe and characterize the online business models, e-commerce, Amazon.com, the Internet social networking and social commerce. Finally, an analysis was done about how social networks on the Internet are characterized, influenced and allow the generation of a sales platform that has as main characteristic the e-loyalty, e-satisfaction and e-trust. For this purpose were used works of authors such as, Argenti, Goosen, Jenkins, Kotler, Osterwater, O'Reilly, Pisani and Piotet, Anderson, Qualman, Recuero, Slack, Santaella and Lemos, Cruz, among others who have studied electronic commerce and social networks. Were, also, used researches conducted by Nielsen, IBM, CETIC, IMF, IBOPE, SEBRAE, EBIT, US Departament of Commerce, among others, to obtain data confirming these contributions of social networks on the Internet as an efficient and effective platform to sell products, services, and also reach new market niches, new customers enabling micro, small, medium and large size businesses to emerge
As redes sociais na Internet contribuíram para mudanças no comércio eletrônico, sendo cada vez mais utilizadas pelas empresas, como um canal de comunicação direta com o público-alvo, viabilizando o surgimento do chamado social-commerce. Assim, o socialcommerce proporcionou uma solução interessante para empresas e pessoas que estruturaram seus negócios através de plataformas de e-commerce, possibilitando assim, a construção de um relacionamento mais próximo entre clientes e empresas. As empresas grandes, médias, pequenas, e, principalmente, os microempreendedores, passaram a vender seus produtos através dessas plataformas de e-commerce nas redes sociais. Esses contam com benefício do surgimento de aplicativos que profissionalizaram o relacionamento cliente-empresa. Cada vez mais populares, as plataformas de redes sociais na internet passaram a oferecer uma série de recursos e aplicativos que facilitaram a gestão dos negócios online, além de favorecer a divulgação dos produtos, das promoções, dos lançamentos, das buscas de informações sobre o mercado, tanto para capitação de linhas de tendências, como também, nas análises da concorrência. Permitiram ainda que nichos de mercado, antes, praticamente inexistentes, passassem a ser rentáveis. Os clientes, por sua vez, através das redes sociais na Internet, tiveram seus recursos de busca amplificada, possibilitando a comparação de diversos produtos semelhantes, preços, além de informar-se sobre características dos produtos, obter informações através das experiências de outros usuários em relação a produtos e serviços. Alvitramos a presente pesquisa com o objetivo de analisar as contribuições das redes sociais na Internet para o comércio eletrônico, resultando nos modelos de negócios denominados social-commerces. Buscou-se ainda nessa pesquisa, explorar, descrever e caracterizar os modelos de negócios online, o comércio eletrônico, a Amazon.com, as redes sociais na Internet e os social-commerce. Por fim, fez-se a análise de como as redes sociais na internet se caracterizam, influenciam e possibilitam a geração de uma plataforma de vendas que se tem como principal característica a e-lealdade, e-satisfação e a e-confiança. Para isto foram utilizados trabalhos de autores como, Argenti, Goosen, Jenkins, Kotler, Osterwater, O´Reilly, Pisani e Piotet, Anderson, Qualman, Recuero, Slack, Santaella e Lemos, Cruz, dentre outros que estudaram o comércio eletrônico e as redes sociais. Utilizou-se, também, de pesquisas realizadas pela Nielsen, IBM, CETIC, FMI, IBOPE, SEBRAE, EBIT, U.S.Departament of Commerce, entre outras, para obter dados que comprovassem essas contribuições das redes sociais na internet como uma plataforma eficiente e eficaz para se vender produtos, serviços, e ainda, atingir novos nichos de mercado, novos clientes possibilitando o surgimento de novos negócios de micro, pequeno, médio e grande porte
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Nablsi, Amelia, and Swapnajit Saha. "What Makes You E-loyal? : A descriptive study on how customers form e-loyalty online." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104670.

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With the technology and internet development, customers are moving towards online shopping, which made the new phenomena of e-loyalty emerge out of traditional loyalty. The literature on e-loyalty has been reviewed, and the most influential antecedents to e-loyalty formation were studied in this research, e-satisfaction, and e-trust. Also, the e-tail quality dimensions were studied in this research, fulfillment/reliability, website design, customer service, and security/privacy since these dimensions majorly affect e-satisfaction and e-trust, contributing to forming e-loyalty. This research describes how e-loyalty is being formed online from a customer’s perspective since multiple processes are involved in the formation. This purpose will be reached by finding out what contributes to forming e-loyalty online from a customer’s perspective. In order to answer this research question and capture the customer’s perspective, a qualitative study was conducted with a deductive approach. Six semi-structured in-depth interviews were conducted with participants who have online shopping experiences and are e-loyal to any e-commerce website. This thesis resulted in two different processes contributing to forming e-loyalty online from a customer’s perspective. The first process involves e-satisfaction contributing to form e-loyalty, and the second process involves e-trust contributing to form e-loyalty. Both processes have a specific order to form e-loyalty because the factors affect and depend on each other in a particular pattern.
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Books on the topic "E-commerce business satisfaction (EBS)"

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Matthias, Arndt, ed. New economy emotion: Engaging customer passion with E-CRM. Chichester: John Wiley & Sons, 2001.

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Taking care of ebusiness: How today's market leaders are increasing revenue, productivity, and customer satisfaction. New York: Currency/Doubleday, 2001.

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Bien gérer son e-Business. Maxima, 2001.

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Zingale, Alfredo, and Matthias Arndt. New Economy Emotion: Engaging Customer Passion with E-Crm. Wiley & Sons, Incorporated, John, 2010.

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Embracing the Net: Get.Competitive. Financial Times/Prentice Hall, 2001.

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Book chapters on the topic "E-commerce business satisfaction (EBS)"

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Aakash, Aakash, and Anu G. Aggarwal. "Role of EWOM, Product Satisfaction, and Website Quality on Customer Repurchase Intention." In Strategy and Superior Performance of Micro and Small Businesses in Volatile Economies, 144–68. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7888-8.ch010.

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This chapter presents a structural model to determine the role played by website quality (WEQ), product satisfaction, and electronic word of mouth (EWOM) on e-commerce customer satisfaction and their repurchase intention. Online retail business model consists of unique characteristics that offer the service and products to the customer after understanding their requirements and feedback given by the fellow customers in the form of electronic word of mouth. The findings of this chapter suggest that WEQ can be conceptualized as a multi-item construct consisting of system quality (SQ), content quality (CQ), trust (TR), usage (US), customer support (CS), customer feedback (CF), and personalization (PR). This chapter confirms that WEQ, product satisfaction, and EWOM are positively related to e-commerce customer satisfaction (ECS) as well as to repurchase intention (RI). Though the product satisfaction has a significant direct effect on customer satisfaction and repurchase intention, the EWOM and WEQ have greater influence on customer satisfaction and also on repurchase intention.
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Barat, Somjit, and John E. Spillan. "An Exploratory Study of Customer Satisfaction in a Community Bank." In Trends in E-Business, E-Services, and E-Commerce, 111–27. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-4510-3.ch006.

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In a competitive business environment, delivering high level of customer service is critical. Investigating this aspect further, the current chapter focuses on the physical and service attributes of consumer satisfaction in the banking business, and takes a fresh look at how community banks can compete with larger banks in niche service areas. The goal of the research is to find out whether the customers: 1) were satisfied with every visit to the branch; 2) felt welcome when they came to the branch; 3) considered the bank’s products substantial for their needs; 4) were satisfied with the image of the bank; and 5) had any concerns about their bank deposits and about the bank’s (financial) position during difficult economic times. The findings indicate that customer responses are mixed on these issues. Interesting implications and ideas for further research also emanate from the current study.
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Ateş, Vildan. "The Affective Domain of E-Commerce." In Advanced MIS and Digital Transformation for Increased Creativity and Innovation in Business, 77–103. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-9550-2.ch004.

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The purpose of this chapter is to examine customer perceptions in the affective domain that directly or indirectly influence the shopping process and purchasing decision between the online customer and online shopping sites. This chapter investigates the effects of nine different perceptions as perceived benefit, perceived control, perceived customer services, perceived customization, perceived risk, perceived security, perceived self-efficiency, perceived privacy, and perceived value on the trust, satisfaction, and loyalty of online customers. Revealing the effects of these relationships on online customer trust, satisfaction and loyalty is important for online shopping sites to maintain their existence in the long-run, be able to compete with others, and increase their profitability.
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Ateş, Vildan. "The Affective Domain of E-Commerce." In Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business, 19–39. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-8957-1.ch002.

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The purpose of this chapter is to examine customer perceptions in the affective domain that directly or indirectly influence the shopping process and purchasing decision between the online customer and online shopping sites. This chapter investigates the effects of nine different perceptions as perceived benefit, perceived control, perceived customer services, perceived customization, perceived risk, perceived security, perceived self-efficiency, perceived privacy, and perceived value on the trust, satisfaction, and loyalty of online customers. Revealing the effects of these relationships on online customer trust, satisfaction and loyalty is important for online shopping sites to maintain their existence in the long-run, be able to compete with others, and increase their profitability.
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Ash, Colin G., and Janice M. Burn. "Managing E-Business Change." In Electronic Business, 33–43. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-056-1.ch003.

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Kalakota and Robinson (1999) state that “the creation and implementation of an e-business project is inextricably linked to the management of change” (p. 60). This requires systematic attention to learning processes, organisational culture, technology infrastructure, people and systems thinking. E-business change (eBC) is defined as the processes surrounding the effective management of different stages of online business development and growth. Guha, Grover, Kettinger, and Teng (1997) view this as an organisational initiative designed as a business project “to achieve significant breakthrough improvements in business performance” (p. 121). For example; cost reductions, responsiveness and flexibility, customer satisfaction, shareholder value, and other critical” e-business measures. Planning and managing such systems requires an integrated and multi-dimensional approach to the development of new e-business processes (Kumar & Crooks, 1999; Scheer & Habermann, 2000). Sharma (2004) recommend “a change management framework for e-business solutions” (pp. 54-69). This article reports on the findings from multiple case studies of e-business projects in ERP enabled organisations. The summation of the findings from four case studies is captured into a pattern of generalisations for the components of an established research model. Various patterns are developed as indicators of success, trends and variance that have implications for both research and practice. This suggests an improved model of eBC management, refined in terms of the relationships between the elements of the model. Such a model would represent a comprehensive tool, for assisting managers in diagnosing the key facilitators and inhibitors of successful e-business projects for B2B interaction.
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Markellos, Konstantinos, Penelope Markellou, Aristotelis Mertis, and Angeliki Panayiotaki. "E-Commerce Recommendation Systems." In Encyclopedia of Information Communication Technology, 180–88. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-59904-845-1.ch024.

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In the last decade electronic and wireless technologies have changed the way companies do business forever. E-commerce (electronic commerce) and e-business (electronic business) feature as extremely dynamic economic sectors and at the same time, as the most appealing ways of beginning or expanding a business activity. Successful companies today recognize these technologies and the Internet as mainstream to business success. Indeed, their future will continue to be promising to companies seeking means for cost cutting, enhanced productivity, improved efficiency, and increased customers’ satisfaction. On the other hand, this networked economy is notably characterized by the impersonal nature of the online environment and the extensive use of IT (information technology), as opposed to face-to-face contact for transactions.
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Gao, Jennifer H. "Analyzing Online Customer Satisfaction." In Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business, 1864–77. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-8957-1.ch092.

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Online shopping is becoming more and more popular in China. This study investigates factors that might influence customer satisfaction towards online shopping. A theoretical framework was established to explain causal relationships between perceived benefits, perceived risks, trust in online shopping and customer satisfaction. Data was collected from 402 respondents who had experience in online shopping in mainland China. Correlations and regression analyses were done to reveal that three factors of perceived benefits (i.e., shopping convenience, product selection, and hedonic enjoyment), product risk, and trust in online shopping were significant predictors of customer satisfaction. Implications for e-marketers were discussed, and limitations and future research were presented.
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Pg Japar, Dk Nurrahimah, Noor Hazwani Awang Matkasim, Nor A'shiqeen Haji Rabaie, Nur Izzah Hasna Farihin @. Hamiza Hamdani, and Nurhazimah Haji Ahmad. "Roadmap to Gaining Customer Satisfaction." In Handbook of Research on Innovation and Development of E-Commerce and E-Business in ASEAN, 308–25. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-4984-1.ch017.

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The provision of reliable and accurate data through a competent communication tool encourages the significantly competitive public sector and nurtures a prosperous society. The chapter discusses the optimization of digital assets, specifically, allocating accessible two-way communication between the government and its stakeholders which can lead to far-sighted information processing and resourceful decision-making. Simultaneously, it aims to recognize and suggest solutions to the prevailing strains towards the digitalization of operations in the said industry. Accompanied by a thematic analysis of data collected from literature, a qualitative in-depth interview was deployed with a relevant agency to gain enlightenment of the public service in its real context. The results of the study present an essence of the advanced process sophistication, the comprehensiveness, and flexibility of the IT system, the reuse of knowledge, as well as the quality of customer orientation response capabilities.
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Lai, Jung-Yu. "E-SERVCON and E-Commerce Success." In Web Design and Development, 816–38. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-8619-9.ch038.

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Convenience has become an important indicator of e-commerce systems success. Based on the information systems management and marketing literature, this study explores how customer convenience in using functions and services affects e-commerce systems success. It proposes and analyzes a re-specified e-commerce system model based on the updated DeLone and McLean Information Systems Success Model with a new variable, e-commerce/electronic service convenience. The proposed model re-specifies and validates e-commerce systems success where continuance intention is proposed as a dependent variable and its relationship with independent variables such as information quality, system quality, e-service convenience, perceived usefulness and satisfaction are discussed. Partial least squares structural equation modeling technique is employed to analyze data collected by 210 users of business-to-consumer e-commerce systems in Taiwan. Findings indicate that continuance intention was found to be influenced by both satisfaction and perceived usefulness, which were found to be significant precursors of information quality, system quality, and e-service convenience. These results strongly support our contention that e-service convenience is an important factor affecting e-commerce systems success. They also offer practitioners and managers deeper insights into successful e-commerce systems implementation as well as aid researchers interested in testing related theories.
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Wu, Mingxuan, and Ergun Gide. "A Model to Demonstrate the Common CSFs in E-Commerce Business Satisfaction for Measuring E-Commerce Success." In Encyclopedia of E-Commerce Development, Implementation, and Management, 480–95. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9787-4.ch035.

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Conference papers on the topic "E-commerce business satisfaction (EBS)"

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Chuanmei, Wang, and Tong Hengqing. "Research on Psychological Dimensions of E-Commerce Customer Satisfaction." In 2010 International Conference on E-Business and E-Government (ICEE). IEEE, 2010. http://dx.doi.org/10.1109/icee.2010.532.

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Suroso, Jarot S., Emil R. Kaburuan, Josua Setyo, and Jery. "Identification of E-Commerce Business Approaches to Improve Customer Satisfaction." In 2020 8th International Conference on Orange Technology (ICOT). IEEE, 2020. http://dx.doi.org/10.1109/icot51877.2020.9468749.

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Sarjono, Haryadi, Richardo Richardo, and Heppy Yohanes. "Satisfaction And Loyalty of Millennial Mom." In EBEE 2021: 2021 3rd International Conference on E-Business and E-commerce Engineering. New York, NY, USA: ACM, 2021. http://dx.doi.org/10.1145/3510249.3510296.

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Ergun Gide. "A Study of E-Commerce Business Satisfaction Model to Measure E-Commerce Success in Service SMEs." In 2006 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2006. http://dx.doi.org/10.1109/soli.2006.235710.

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Gide, Ergun, and Ming X. Wu. "A Study of E-Commerce Business Satisfaction Model to Measure E-Commerce Success in Service SMEs." In 2006 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2006. http://dx.doi.org/10.1109/soli.2006.328921.

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Azam, Afshan, Pro Fu Qiang, and Muhammad Ibrahim Abdullah. "Consumers' E-commerce acceptance model: Antecedents of trust and satisfaction constructs." In 2012 IEEE Business Engineering and Industrial Applications Colloquium (BEIAC). IEEE, 2012. http://dx.doi.org/10.1109/beiac.2012.6226086.

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"Demography, Motivation, and Satisfaction of E-Commerce Customer on OLX.co.id and Tokopedia.com." In International Conference on Business, Marketing and Information System Management. International Centre of Economics, Humanities and Management, 2015. http://dx.doi.org/10.15242/icehm.ed1115035.

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Joseph Udokwu, Chibuzor, Farzaneh Darbanian, Taha Nejad Falatouri, and Patrick Brandtner. "Evaluating Technique for Capturing Customer Satisfaction Data in Retail Supply Chain." In ICEEG 2020: 2020 The 4th International Conference on E-commerce, E-Business and E-Government. New York, NY, USA: ACM, 2020. http://dx.doi.org/10.1145/3409929.3414743.

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Wu, Feng, Nusanee Meekaewkunchorn, Honghua Cao, and Chaiyawit Muangmee. "Impact of Intelligent Financial Applications on customer satisfaction." In ICEMC 2022: 2022 8th International Conference on E-business and Mobile Commerce. New York, NY, USA: ACM, 2022. http://dx.doi.org/10.1145/3543106.3543114.

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Le, Thu Thi Kim. "An Investigation into Customer Satisfaction of Customer Service Quality of an E-commerce Platform." In ICIEB 2022: 2022 3rd International Conference on Internet and E-Business. New York, NY, USA: ACM, 2022. http://dx.doi.org/10.1145/3545897.3545899.

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