Title :
B2B E-commerce Website Customer Satisfaction: A Formula and Scale
Author :
Yang, Jianzheng ; Ding, Yu
Author_Institution :
Bus. Sch., Univ. of Shanghai for Sci. & Technol., Shanghai, China
Abstract :
It is the trend that business to business (B2B) has been becoming the mainstream of e-commerce. With more and more concentration on this field, however, recent research has not defined what the B2B Web site user satisfaction is and how to evaluate it clearly. Also, traditional scales, such as user information satisfaction (UIS), end-user computer satisfaction (EUCS) and customer information satisfaction (CIS), are just focus on the information system (IS) environment, but not fit to the B2B e-commerce environment very well. This article establishes "a Scale of B2B E-commerce Website Customer Satisfaction" (B2B-ECWCS) with five-dimension, explores the impact factors of B2B-ECWCS, proposes formula for calculating B2B-ECWCS, and finally tests Alibaba\´s customer satisfaction.
Keywords :
Web sites; customer satisfaction; electronic commerce; B2B e-commerce Web site customer satisfaction; business to business Web site user satisfaction; customer information satisfaction; end-user computer satisfaction; user information satisfaction; Application software; Asia; Computational Intelligence Society; Consumer electronics; Customer satisfaction; Data processing; Electronic commerce; Information systems; Testing; Web page design; B2B; Customer satisfaction; E-commerce website;
Conference_Titel :
Intelligent Interaction and Affective Computing, 2009. ASIA '09. International Asia Symposium on
Conference_Location :
Wuhan
Print_ISBN :
978-0-7695-3910-2
Electronic_ISBN :
978-1-4244-5406-8
DOI :
10.1109/ASIA.2009.58
