The Relationship between E-Business Website Quality and Customer Satisfaction
Downloads
The goal of this study is to gather information from current literature regarding the influence of dimensions of e-business website quality on customer satisfaction in order to better identify the most significant e-service quality. This research focuses on five aspects of an e-business site quality model that may be used to better anticipate customer behavior. The final goal is to raise understanding of diverse countries' cultures and the relevance of quality features on an e-business website. The survey model was tested with SPSS using an online survey of 283 Libyan internet users, the majority of whom were working adults. According to the findings, all facets of an e-commerce website's quality, including website design, information quality, security and data protection, transaction and payment offerings, and delivery services, have an influence on consumer satisfaction. Customer behavior is statistically substantially connected to the overall quality of an e-business website
Future research should look at multiple product categories and/or sectors to guarantee that the measurement performs equally effectively. In the future, various approaches such as focus groups and interviews may be employed.
Ahmad, A. E., & Al-Zu' bi, H. A. (2011). E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation. International Journal of Marketing Studies, 3(1), 51-59
Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of Hospitality and Tourism Technology, 7(2), 213-228.
Anderson J. C. and S. S. Srinivasan (2000). E-satisfaction and E-loyalty: a Contigency Framework. Psychology & Marketing, Vol. 20, 2:123-138.
Anderson J. C. and S. S. Srinivasan (2000). E-satisfaction and E-loyalty: a Contigency Framework. Psychology & Marketing, Vol. 20, 2:123-138.
Anderson, E.W., Fornell, C.L., & Rus, R.T. (1997). Customer satisfaction, productivity and profitability: Differences between goods and services. Marketing Science Journal, 16(2): 129-145.
Anderson, F. And D. Lehmann, (1994). Customer Satisfaction, Market Share, and Profitability:Findings from Sweden, Journal of Marketing, Vol. 58, 3:53-66
Bai, B., Law, R., & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27(3), 391-402.
Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17 (1), 99-120.
Barney, J. B. (1986). Strategic factor markets: Expectations, luck, and business strategy Management Science, 32 (10), 1231-1241.
Barney, J. B., Ketchen, D. J., & Wright, M. (2011). The future of resource-based theory revitalization or decline? Journal of management, 37(5), 1299-1315.
Bernarto, I., M. Wilson, and I. N. Suryawan. 2019. Pengaruh website design quality, service qual-ity, trust dan satisfaction terhadap repurchase intention: Studi kasus pada tokopedia.com.Jurnal Manajemen Indonesia 19 (1): 80-90
Burt RS. (1992). Structural holes, the social structure of competition. Cambridge,MA: Harvard Univ. Press.
Campo, S., & Yagüe, J. M. (2009). Exploring non-linear effects of determinants on tourists' satisfaction. International Journal of Culture, Tourism and Hospitality Research, 3(2), 127- 138. http://dx.doi.org/10.1108/17506180910962131
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 244-249. http://dx.doi.org/10.2307/3150182
Chang, H. H, & Chen, S. W. (2008). The impact of online store environment cues on purchase intention: Trust and perceived risk as a mediator. Online Information Review, 32(6), 818- 841.
Che Nwi, N., Al Mamun,A., & Ahmad, R.N.(2015).Examining the key factors affecting e-service quality of small onlineapparel businesses in Malaysia.SAGE Open,April–June: 1–10
Chen, J., Zhang, C., & Huang, L. (2010). Determinants of Customer Loyalty in China C2C e-Commerce: From A Social Network Perspective
Clark, S., Buckingham, S., & Fortin, D. (2010). Investigating the Impact of Online Storefront Atmospherics on Perceived Store Personality
Conchie, S.M., Taylor, P.J. and Charlton, A. (2011), “Trust and distrust in safety leadership: mirror reflections?”, Safety Science, Vol. 49 Nos 8/9, pp. 1208-1214.
Corbitt, B., T. Thanasankit, and H. Yi. 2003. Trust and e-commerce: A study of consumer perceptions. Electronic Commerce Research and Applications 2 (3): 203-215.
Coşar, Cihan & Panyi, Krisztina & Varga, Akos. (2017). Try Not to Be Late! - the Importance of Delivery Service in Online Shopping. Organizations and Markets in Emerging Economies. 8. 177-192. 10.15388/omee.2017.8.2.14186.
CREDOC (2010) Le profil des acheteurs à distance et en ligne, FEVAD, La Poste, Reed CCI, 62p
Cyr, D., G. S. Kindra, and S. Dash. 2008. Web site design, trust, satisfaction and e loyalty: The Indian experience. Online Information Review 32 (6): 773-790.
Davenport T, Harris J, Kohli A. (2001). How do they know their customers so well. Sloan Manage Review, 42 (2), 63–73.
Day, G. S. (2011). Closing the marketing capabilities gap. Journal of Marketing, 75 (4), 183-195.
Desmet P. M. A., & Hekkert, P. (2007). Framework of product experience. International Journal of Design, 1(1), 57-66.
Devaraj, S., Fan, M. and Kohli, R. (2002), “Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics”, Information Systems Research, Vol. 13 No. 3, pp. 316-33.
Dickinger, A. dan Stangl, B. 2013. Website performance and behavioral consequences: A formative measurement approach. Journal of Business Research, 66(6), 771–777.
Dixit, N., & Datta, S. K. (2010). Acceptance of E-banking among Adult Customers: An Empirical Investigation in India. Journal of Internet Banking and Commerce, 15(2), 4-14.
Dong-Her, S., C. Hsiu-Sen, C. Chun-Yuan, and B. Lin, (2004). Internet Security: Malicious E-mails Detection and Protection, Industrial management & Data Systems, Vol. 104, 7:613-23.
Eroglu,S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: A conceptual model and implications. Journal of Business Research, 54(2), 177-184
Esser, Klaus, and Kurte, Judith (2013) Motor für Wirtschaftswachstum und Beschäftigung. Die Kurier-, Express- und Paketbranche in Deutschland. KEP-Studie 2013.
European Institute of Publication Administration .2017. Available: http://www.eipa.eu/en/projects/show/&tid=18. Accessed 9 June 2017.
Fisher, A., (2001). Winning the Battle for Customers, Journal of Financial Services Marketing, Vol. 6, 2:77-83.
Gefen, D. (2000). E-commerce: The role of familiarity and trust. Omega, 28(6), 725-737.
Giese, J.L. & Cote, J.A. (2000). Defining consumer satisfaction, Academy of Marketing Science Review, 1, 1-34
Glazer, R. (1991). Marketing in an information-intensive environment: strategic implications of knowledge as an asset. Journal of Marketing, 55 (4), 1-19.
Gorn, G.J., Chattopadhyay, A., Sengupta, J., & Tripathi, S. (2004). Waiting or the Web: How Screen Color Affects Time Perception. Journal of Marketing Research, XLI, 215-225.
Greyskens. i., J. Steenkamp, L. Scheer, and N. Kumar, (1996). The Effects of Trust and Interdependence on Relationship Commitment: a Trans-Atlantic Study, International Journal of Research in Marketing, Vol. 13, 4:303-317.
Grönroos, C., & Ravald, A. (2011) “Service as business logic: implications for value creation and marketing.” Journal of Service Management, Vol. 22 No 1, pp. 5-22
Gummerus, J., V. Liljander, M. Pura, A. Van Riel, (2004). Customer Loyalty to Content-Based Web Sites: The Case of an Online Healthcare Service, Journal of Service Marketing, Vol. 18, 3:175-186.
Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing customer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40-50.
Gupta, M., Narasimhan, C., Niraj, R., & Foster, G. (2003). Understanding Customer Level Profitability Implications of Satisfaction Programs. Working Paper Series, Teradata Center for Customer Relationship Management, Duke University.
Gupta, S., & Zeithaml, V. (2006). Customer metrics and their impact on financial performance. Marketing Science, 25(6), 718-739. http://dx.doi.org/10.1287/mksc.1060.0221
Hair, J. F., A. H. Money, P. Samouel & M. Page. 2007. Research Methods for Business. John Wiley & Sons Ltd, Chichester.
Hanson, W. (2000). Principles of internet marketing. Cincinnati, OH: South-Western College Publishing
Hsu, CL., Chang, and KC. & Chen, MC. (2012): The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators. Inf Syst E-Bus Manage 10, 549–570 (2012).
Humphrey, D., Willenson, M., Bergendahl, G. and Lindblom, T. (2003a) Cost Savings from Electronic Payments and ATMs in Europe, Federal Reserve Bank of Philadelphia, Working Paper No. 03–16.
Humphrey, D., Willenson, M., Lindblom, T. and Bergendahl, G. (2003b) ‘What does it cost to make a payment?’, Review of Network Economics, Vol. 2, No. 2, pp.159–174.
Hur, Y., Ko, Y. J., & Valacich, J. (2011). A structural model of the relationships between sport website quality, e-satisfaction, and e-loyalty. Journal of Sport Management, 25, 458-473.
Janda, S., Trocchia, P.J, Gwinner, K.P. 2002. Consumer Perceptions of Internet Retail Sernice Quality. International Journal of Service Industry Management (13:5), pp. 412 – 431.
Jayachandran, S., Hewett, K., & Kaufman, P. (2004). Customer response capability in a sense-and-respond era: the role of customer knowledge process. Journal of the Academy of Marketing Science, 32 (3), 219-233.
Kim, D. J., L. F. Donald, and H. Raghav Rao. (2009). Trust and Satisfaction, Two Stepping Stones for Success E-commerce Relationship: A Longitudinal Exploration. Information System Research, Vol. 20, 2:237-257.
Kim, G., Shin, B. dan Kwon, O. 2012. Investigating the value of sociomaterialism in conceptualizing it capability of a firm. Journal of Management Information Systems , 29(3), 327–362.
Kim, J., & Lee, J. (2002). Critical design factors for successful e-commerce systems. Behaviour and Information Technology, 21(3), 185-9.
Kotler, P. & Keller, K.L. 2006. Marketing management 12e. Upper Saddle River: Pearson Education Inc.
Krasnikov, A., Jayachandran, S., & Kumar, V. (2009). The impact of customer relationship management implementation on cost and profit efficiencies: evidence from the US commercial banking industry. Journal of Marketing, 73 (6), 61-76.
Kuo, Y.F. (2003), “A study on service quality of virtual community web sites”, Total Quality Management, Vol. 14 No. 4, pp. 461-73.
Lee, G.G. & Lin,H.F. (2005).Customer perceptions of e-service quality in online shopping.International Journal of Retail & Distribution Management,33(2), 161-176
Lee, Y., & Kozar, K. A. (2006). Investigating the effect of website quality on e-business success: An analytic hierarchy process (AHP) approach. Decision Support Systems, 42(3), 1383- 1401
Ling, G. M., Fern, Y. S., Boon, L. K., & Huat,T. S. (2016). Understanding customer satisfaction of internet banking: A case study in Malacca. In Procedia Economics and Finance, 37, 80–85.
Lockett, A.G. and Holland, C.P. (1996) ‘The formation of a virtual global bank’, European Journal of Information Systems, Vol. 5, No. 2, pp.131–140
Madan, C. R., & Kensinger, E. A. (2017). Test–Retest Reliability of Brain Morphology
Magerhans, A. 2006. Consumer Satisfaction in Electronic Commerce – A Survey Concerning the German Online Bookshop Trade. International Federation of Scholary Association of Management (IFSAM) VIIIth World Congress. Sept, 28-30. Berlin.
Manganari, E.E., & Siomkos, G.J., & Vrechopoulos, A.P. (2009). Store Atmosphere In Web Retailing. European Journal of Marketing, 43(9/10), 1140-1153
Marina L G (2009). Utilizing Information Technology Systems across Disciplines Advancements in the Application of Computer Science, 301-314.
Matthew A. (2018): STUDENT ATTITUDES TOWARDS TECHNOLOGY AND THEIR PREFERENCES FOR LEARNING TOOLS/DEVICES AT TWO UNIVERSITIES IN THE UAE. Journal of Information Technology Education: ResearchVolume 17, 2018
McKinney, V., Yoon, K. dan Zahedi, F.M. .2002. The measurement of webcustomer satisfaction: An expectation and disconfirmation approach. Information Systems Research 13(3), 296-315
McKnight, D. H., V. Choudhury, and C. Kacmar. 2002. Developing and validating trust measures for ecommerce: an integrative typology. Information Systems Research 13 (3): 334–359
Mei Ca, Q. Z. (2005). B2C E-commerce web site quality: An empirical examination. Emerald Group Publishing Limited, 645-661.
Mei Cao, Q. Z. (2005). B2C E-commerce web site quality: an empirical examination. Emerald Group Publishing Limited, 645-661.
Moliner, B. (2004). La formacio´n de la satisfaccio´n/insatisfaccio´n del consumidor y del comportamiento de queja: aplicacio´n al a´mbito de los restaurantes, tesis doctoral, Departamento de Direccio´n de Empresas, Universidad de Valencia, Valencia
Moore, Petty, Palich, Longenecker, (2008), Managing Small Business, 14th edition, p (249).
Mullins, R. R., Ahearne, M., Lam, S. K., Hall, Z. R., & Boichuk, J. P. (2014). Know your customer: how salesperson perceptions of customer relationship quality form and influence account profitability. Journal of Marketing, 78(6), 38-58.
Mustafa I. Eid., (2011). Determinant of E-commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia. Journal of Electronic Commerce Research, Vol 12, No 1
Mustafa I. Eid., (2011). Determinant of E-commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia. Journal of Electronic Commerce Research, Vol 12, No 1.
Noronha, A.K., & Rao, P. S. (2017).Effect of website quality on customer satisfaction and purchase intention in online travel ticket booking websites. Management, 7(5), 168-173.
Oliver, R.L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
Overby, J.W. dan Lee, E.J. 2006. The effects of utilitarian and hedonic online shopping value on consumer preference and intentions. Journal of Business Research, 59(10/11), 1160–1166.
P.B. Seddon, (2015): A Respecification and extension of the DeLone and McLean model of IS success, Information Systems Research, 8 (3), 1997, pp. 240-253.
Parasuraman, A. (1991). Marketing Services: Competing Through Quality. New York: Free Press. ISBN 9780029030790.
Parasuraman, A., Grewal, D., & Krishnan, R. (2006). Marketing research. Cengage Learning
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2004). E-S-QUAL: A multiple-item scale for assessing electronic service quality (Working Paper No. 04-112). Cambridge, MA: Marketing Science Institute.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
Park, C. and Y. Kim, (2003). Identifying Key Factors Affecting Consumer Purchase Behavior in an Online Shopping Context, International Journal of Retail & Distribution Management, Vol. 31, 1:16-29
Park, C. and Y. Kim, (2003). Identifying Key Factors Affecting Consumer Purchase Behavior in an Online Shopping Context, International Journal of Retail & Distribution Management, Vol. 31, 1:16-29.
Parker, C. & Mathews, B.P. (2001). Customer satisfaction: contrasting academic and consumers’ interpretations. Marketing Intelligence and Planning, 19(1), 38-44. http://dx.doi.org/10.1108/02634500110363790
Payne, A., & Frow, P. (2004). The role of multichannel integration in customer relationship management. Industrial marketing management, 33(6), 527-538.
R. Agarwal, V. Venkatesh, (2010) Assessing a firm's Web presence: A heuristic evaluation procedure for the measurement of usability, Information Systems Research, 13 (2), 2002, pp. 168- H. Evanschitzky, G.R. Iyer, J. Hesse, D. Ahlert, (2010) E-satisfaction: a re-examination, Journal of Retailing, 80 (3), 2004, pp. 239-247 186.
Ringim, K. J., M. R. Razalli, & N. Hasnan. 2012. A Framework of Business Process Re-engineering Factors and Organizational Performance of Nigerian Banks. Asian Social Science
Rust, R.T. & Oliver, R. L. (1994). Increase satisfaction, Referrals and Profits: Deliver the Service you Customers Expect. Customer Satisfaction Analytics, 241-68.
Ryals, L. (2005). Making customer relationship management work: The measurement and profitable management of customer relationships. Journal of Marketing, 69(4), 252-261.
Schewel, L. and Schipper, L. (2012) Shop 'till we drop: a historical and policy analysis of retail goods movement in the united states. In: Environmental Science & Technology.
Setia, P., Venkatesh, V., & Joglekar, S. (2013). Leveraging digital technologies: How information quality leads to localized capabilities and customer service performance. MIS Quarterly, 37 (2), 565-590.
Sheikhshoaei F & Oloumi V. (2011). Applying the technology acceptance model to Iranian engineering faculty libraries, The Electronic Library,29(11), 367 -378.
Siddiqui, N., McColl, J., O'Malley, A. and Birtwistle, G. (2003). Retailer and consumer perceptions of online fashion retailers: Web site design issues. Journal of Fashion Marketing and Management, 7(4), 345-355.
Sim, J., & Wright, C. (2005). The Kappa Statistic in Reliability Studies: Use, Interpretation and Sample Size Requirements. Physical Therapy, 85(3), 257–268.
Sobihah, Mutia & Mohamad, Mahadzirah & mat ali salim, nor azman & wan ismail, Wan. (2015). E-Commerce Service Quality on Customer Satisfaction, Belief and Loyalty: A Proposal. Mediterranean Journal of Social Sciences. 6. 10.5901/mjss.2015.v6n2p260.
Srinivansan, S. S., R. E. Anderson, and K. Pannavolu, (2002).Customer Loyalty in E-commerce: an Exploration of its Antecedents and Consequences, Journal of Retailing, Vol. 78, 1:41-50.
SSRS research. 2016. Available: http://ssrs.com/wp-content/uploads/2016/06/Customer-SatisfactionSSRS-2016-Copy.pdf. Accessed 9 June 2016.
Stringam, B.B., & Gerdes Jr, J. (2010). Are Pictures Worth A Thousand Room Nights? Success Factors for Hotel Website Design. Journal of Hospitality and Tourism Technology, 1(1), 30-49.
Swan, J.E. and Combs, L.J. (1976).Product performance and consumer satisfaction: a new concept, Journal of Marketing, 40, (7), 25-33.
Syahrul, N.J., & Sidi, J. (2005). Improving Product Display of e-Commerce Website Through Aesthetics, Attractiveness, and Interactivity. In the Proceedings of the 4th International Conference on IT in Asia, CITA 2005, Kuching, Sarawak, Malaysia. pp. 23-27, 2005.
Symanski, D. M., and Hise, R. T. 2000. e-Satisfaction: An Initial Examination. Journal of Retailing (76:3), pp. 309 – 322.
Tarafdar, M., & Zhang J. (2008). Determinants of Reach and Loyalty – A Study of Website Performance and Implications for Website Design. Journal of Computer Information Systems, 16-24.
Teo, T. S., & Wong, P. K. (1998). An empirical study of the performance impact of computerization in the retail industry. Omega, 26 (5), 611-621.
Vich-i-Martorell, G. A. (2004). The Internet and tourism principals in the Balearic Islands. Tourism and Hospitality Research, 5(1), 25-44.
Warrington, T. B., & Caldwell, H. M. (2000).Building trust to develop competitive advantage in e-business relationships. Competitiveness Review: An International Business. Journal incorporating Journal of Global Competitiveness, 10(2), 160-168
Westbrook, R.A., & Oliver, R.L. (1991).The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(14), 84-91. http://dx.doi.org/10.1086/209243
Wilson, N., and K. Keni. 2018. Pengaruh website design quality dan kualitas jasa terhadap repur-chase intention: Variabel trust sebagai variabel mediasi. Jurnal Manajemen dan PemasaranJasa 11 (2): 291-310
Wolfinbarger, M. & Gilly, M. C. (2002). COMQ: Dimensionalizing, measuring and predicting quality of the e-retailing experience. MSI Working Paper Series, no. 02-100, Marketing Science Institute, Boston, MA.
Wolfinbarger, M. and Gilly, M.C. (2002), “COMQ: dimensionalizing, measuring and predicting quality of the e-tailing experience”, MSI working paper series, no. 02-100, Marketing Science Institute, Boston, MA
Wong, J., & Law, R. (2005). Analysing the intention to purchase on hotel websites: A study of travelers to Hong Kong. International Journal of Hospitality Management, 24(3), 311- 329.
Yadav, M. S., & Pavlou, P. A. (2014). Marketing in computer-mediated environments: research synthesis and new directions. Journal of Marketing, 78 (1), 20-40.
Yang, Hao-erl. 2007. Assesing The Effects of e-Quality and e-Satisfaction on Website Loyalty. International Journal of mathematics and Computer in Simulation, Issue 3, Vol. 1.
Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial marketing management, 33 (6), 475-489.
Zeithaml, V.A., and Bitner, M.J. (2000) Services Marketing – Integrating Customer Focus across the Firm 2nd Edition The McGraw Companies, Inc., New York
Zhao, Y., & Saha, P. (2005). Relationship between Online Service Quality and Customer Satisfaction, Department of Business Administration and Social Sciences, Luleå al Sciences, Luleå University of Technology, Sweden
Zhou, T., Y. Lu, and B. Wang. 2009. The relative importance of website design quality and service quality in determining consumers’ online repurchase behavior. Information Systems Management 26: 327–337
Zins, A., (2001). Relative Attitudes and Commitment in Customer Loyalty Models: Some Experience in the Commercial Airline Industry, International Journal of Service Industry Management, Vol. 12, 3:269-294.
