Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Measuring the results in B2C e‐commerce

Measuring the results in B2C e‐commerce Purpose – The purpose of this paper is to analyze the role and importance of results in B2C e‐commerce from the customer's perspective, together with impact on overall perceived quality and customer attitudes. Design/methodology/approach – The data base for this study was obtained from a sample of 191 individuals who had purchased on the internet and the techniques used in the statistical analysis of the data were as follows: principal components analysis, structural equations and regression analyses. Findings – Two dimensions – cost and guarantee – explain value in e‐commerce. In the data resulting from the analyses, guarantee turns out to be a more important factor with respect to overall perceived quality and consumer attitudes than cost. Research limitations/implications – If a company manages to improve its e‐commerce transaction results, this will have a favorable effect on overall perceived quality and consumer attitudes. In other words, the result is as important as the process for a successful purchase. Practical implications – The scale, integrated for the dimensions “guarantee” and “cost” should help firms to identify and improve their B2C e‐commerce results from the customer perspective. Consequently, it will have a positive effect on overall quality, disposition to repeat and disposition to recommend. Originality/value – Companies operating on the internet will find a number of suggestions in this paper on how to achieve competitive advantage through the successful management of their websites, improving results – guarantee and cost – to customers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management Emerald Publishing

Measuring the results in B2C e‐commerce

Download PDF
15 pages

Loading next page...
 
/lp/emerald-publishing/measuring-the-results-in-b2c-e-commerce-uzIxCUyW7S

References (72)

Publisher
Emerald Publishing
Copyright
Copyright © 2007 Emerald Group Publishing Limited. All rights reserved.
ISSN
0265-671X
DOI
10.1108/02656710710730870
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to analyze the role and importance of results in B2C e‐commerce from the customer's perspective, together with impact on overall perceived quality and customer attitudes. Design/methodology/approach – The data base for this study was obtained from a sample of 191 individuals who had purchased on the internet and the techniques used in the statistical analysis of the data were as follows: principal components analysis, structural equations and regression analyses. Findings – Two dimensions – cost and guarantee – explain value in e‐commerce. In the data resulting from the analyses, guarantee turns out to be a more important factor with respect to overall perceived quality and consumer attitudes than cost. Research limitations/implications – If a company manages to improve its e‐commerce transaction results, this will have a favorable effect on overall perceived quality and consumer attitudes. In other words, the result is as important as the process for a successful purchase. Practical implications – The scale, integrated for the dimensions “guarantee” and “cost” should help firms to identify and improve their B2C e‐commerce results from the customer perspective. Consequently, it will have a positive effect on overall quality, disposition to repeat and disposition to recommend. Originality/value – Companies operating on the internet will find a number of suggestions in this paper on how to achieve competitive advantage through the successful management of their websites, improving results – guarantee and cost – to customers.

Journal

International Journal of Quality & Reliability Management – Emerald Publishing

Published: Mar 20, 2007

Keywords: Quality; Perception; Electronic commerce; Consumer behaviour

There are no references for this article.