Title :
Customer Satisfaction of E-Commerce Websites
Author :
Xiang Jianchi ; Chen Xiaohong
Author_Institution :
Sch. of Bus., Central South Univ., Changsha
Abstract :
In the emerging global electronic market, the creation of customer centered Websites will become increasingly important. Based on the previous studies and empirical research, this paper proposes a hypothetic model of factors of influence customer satisfaction for E-commerce Websites, then, hypotheses are raised and tested by factor analysis. The result shows that Website design, information quality, customer service, Website security and Website intelligence are the five factors which significant and positive effect on customer satisfaction. It thus puts forward the suggestions of designing practice on E-commerce Websites. Therefore, the study on which factors affect customer satisfaction of E-commerce Website has academic and practical meaning.
Keywords :
Web sites; customer satisfaction; electronic commerce; statistical analysis; customer centered Website; customer satisfaction; e-commerce Website; factor analysis; global electronic market; Companies; Computer science education; Consumer electronics; Customer satisfaction; Customer service; Forward contracts; Information security; Testing; Web and internet services; Web page design;
Conference_Titel :
Intelligent Systems and Applications, 2009. ISA 2009. International Workshop on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-3893-8
Electronic_ISBN :
978-1-4244-3894-5
DOI :
10.1109/IWISA.2009.5072797