文章基本信息

标题：Retailer Web Site Influence On Customer Shopping: Exploratory Study on Key Factors of Customer Satisfaction
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作者：Shim, J.P. ; Shin, Yong B. ; Nottingham, Linda 等
期刊名称：Journal of the Association for Information Systems
印刷版ISSN：1536-9323
出版年度：2002
卷号：3
期号：1
页码：3
出版社：Association for Information Systems
摘要：The Internet/World Wide Web (Web) is a critical medium for the sharing of business information between retail firms and their customers (business-to-customer or B2C). Although electronic commerce (e-commerce) has received considerable research attention, little research has examined the effect of e-commerces Web presentations on retail customer shopping experiences. This two-phase study explored customer reactions to Web retailers presentations of their products/services, attempting to identify Web-site characteristics that contribute to customer satisfaction arising from the Web-based shopping experience. Findings from use of the qualitative method of existential phenomenology were explored further with quantitative analyses including logistic regression. Findings suggest that two key elements in inpositivele retail Web sites are convenience of site use and simplicity of site design for the customers access to information about product/service characteristics and customer-service policies.
关键词：E-commerce; sales policy; customer service; Internet/Web-based firm; customer satisfaction; electronic shopping; audio/video streaming technology