The Value of Internet Commerce to the Customer
Management Science
Manufacturing & Service Operations Management
Measuring Factors that Influence the Success of Internet Commerce
Information Systems Research
Development and Validation of a Perceptual Instrument to Measure E-Commerce Performance
International Journal of Electronic Commerce
An Instrument for Measuring the Business Benefits of E-Commerce Retailing
International Journal of Electronic Commerce
International Journal of Business Information Systems
Critical review of the e-loyalty literature: a purchase-centred framework
Electronic Commerce Research
Electronic Commerce Research
Electronic Commerce Research
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We explore in this paper how performance of e-commerce websites in terms of various criteria influences customers' intention to shop again in the same website. Our approach is based on an interesting use of statistical regression in the hotel literature that attempted to classify different cues in hotels as critical, satisfier, dissatisfier, etc. We use online ratings for 484 e-commerce websites for this study. Our study shows that "satisfaction with claims" is the single most important criterion valued as critical by online customers. "Comparative prices" and "Refunds/returns" are desirable criteria. "Management accessibility", "Payment process" and "Privacy experience" are satisfiers while "on-time delivery" is a dissatisfier.