A short-form measure of user information satisfaction: a psychometric evaluation and notes on use
Journal of Management Information Systems
The measurement of end-user computing satisfaction
MIS Quarterly
The evolution of empirical research in IS: a study in IS maturity
Information and Management
The measurement of user information satisfaction
Communications of the ACM
Dimensions of information systems success
Communications of the AIS
Sources of dissatisfaction in end-user support: an empirical study
ACM SIGMIS Database
E-Commerce: Fundamentals and Applications
E-Commerce: Fundamentals and Applications
Web Metrics: Proven Methods for Measuring Web Site Success
Web Metrics: Proven Methods for Measuring Web Site Success
Guide to Measuring and Managing It Benefits
Guide to Measuring and Managing It Benefits
Information Systems Success Revisited
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 8 - Volume 8
Information Systems Management in Practice (7th Edition)
Information Systems Management in Practice (7th Edition)
Searchstrings revealing user intent: a better understanding of user perception
ICWE '06 Proceedings of the 6th international conference on Web engineering
E-commerce adoption of travel and tourism organisations in South Africa, Kenya, Zimbabwe and Uganda
Telematics and Informatics
A framework for performance measurement in the e-business environment
Electronic Commerce Research and Applications
Finding unexpected navigation behaviour in clickstream data for website design improvement
Journal of Web Engineering
Web performance indicator by implicit user feedback – application and formal approach
WISE'05 Proceedings of the 6th international conference on Web Information Systems Engineering
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The evaluation of user satisfaction is an established means of assessing Information Systems (IS) effectiveness. However, the advent of e-Commerce has shifted the location of the traditional user of Information Systems out of the physical domain of the organisation or business. e-Commerce businesses now have to deal with a new type of user viz. the e-Customer. Furthermore, the integral role that IS plays in delivering core business services or products implies that evaluation of the satisfaction of the e-Customer is implicitly an evaluation of service quality as well. In light of this, already established instruments that measure user satisfaction of IS in traditional (brick and mortar) businesses are not completely appropriate. The authors, building on a comprehensive literature study, derive an appropriate model for exploring the measurement of e-customer satisfaction in the South African context.