E-Satisfaction--A Comprehensive Framework

Abstract

As more and more e-retailers promise their customers that online experiences will be satisfying ones, understanding what creates a satisfying customer experience becomes crucial. Even though this understanding appears crucial, no studies have comprehensively examined the factors that make consumers satisfied with their e-retailing experiences. To partly fill this void, the author examines the role that consumer perceptions of online convenience, merchandising, serviceability, site design, and financial security play in e- satisfaction assessment. And finds that convenience, site design, and security are the dominant factors in consumer assessments of e-satisfaction.

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