A model for evaluating E-commerce based on cost/benefit and customer satisfaction

Lu, J

A model for evaluating E-commerce based on cost/benefit and customer satisfaction

Lu, J

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Publication Type:: Journal Article
Citation:: Information Systems Frontiers, 2003, 5 (3), pp. 265 - 277
Issue Date:: 2003-09-01

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Field	Value	Language
dc.contributor.author	Lu, J https://orcid.org/0000-0003-0690-4732	en_US
dc.date.issued	2003-09-01	en_US
dc.identifier.citation	Information Systems Frontiers, 2003, 5 (3), pp. 265 - 277	en_US
dc.identifier.issn	1387-3326	en_US
dc.identifier.uri	http://hdl.handle.net/10453/4101
dc.description.abstract	Today's business managers face increased pressures to make sure that E-commerce (EC) investment has certain paybacks. They are attempting to find which investment will contribute effectively to their business benefits, thus determining whether money should be spent on these results. This paper develops a conceptual framework for evaluating web-based business-to-customer EC applications. The framework includes EC cost/benefit, EC functionality and customer satisfaction categories, each consisting of a set of factors. This paper then critically examines the inter-dependent and interrelated relationships among these factors through a group testing of hypotheses. The research is conducted based on a web exploration and two respective surveys: customer-oriented and company (supplier)-oriented. Through data analysis, findings are expressed into a factor-relationship model. The model shows how business organisations can use web-based EC applications to obtain further benefits by determining how EC investments can improve customer satisfaction in different ways.	en_US
dc.relation.ispartof	Information Systems Frontiers	en_US
dc.relation.isbasedon	10.1023/A:1025645210350	en_US
dc.subject.classification	Information Systems	en_US
dc.title	A model for evaluating E-commerce based on cost/benefit and customer satisfaction	en_US
dc.type	Journal Article
utslib.citation.volume	3	en_US
utslib.citation.volume	5	en_US
utslib.for	080605 Decision Support and Group Support Systems	en_US
utslib.for	0806 Information Systems	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Engineering and Information Technology
pubs.organisational-group	/University of Technology Sydney/Strength - CAI - Centre for Artificial Intelligence
utslib.copyright.status	closed_access
pubs.issue	3	en_US
pubs.publication-status	Published	en_US
pubs.volume	5	en_US

Abstract:

Today's business managers face increased pressures to make sure that E-commerce (EC) investment has certain paybacks. They are attempting to find which investment will contribute effectively to their business benefits, thus determining whether money should be spent on these results. This paper develops a conceptual framework for evaluating web-based business-to-customer EC applications. The framework includes EC cost/benefit, EC functionality and customer satisfaction categories, each consisting of a set of factors. This paper then critically examines the inter-dependent and interrelated relationships among these factors through a group testing of hypotheses. The research is conducted based on a web exploration and two respective surveys: customer-oriented and company (supplier)-oriented. Through data analysis, findings are expressed into a factor-relationship model. The model shows how business organisations can use web-based EC applications to obtain further benefits by determining how EC investments can improve customer satisfaction in different ways.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/4101