E-commerce success criteria: Determining which criteria count most

Electronic Commerce Research

Volumn 10, Issue 2, 2010, Pages 191-208

  Ramanathan, Ramakrishnan ^a  

^a UNIVERSITY OF NOTTINGHAM   (United Kingdom)

Author keywords

Classifications; Customer loyalty; E commerce success criteria; Online ratings

Indexed keywords

CUSTOMER SATISFACTION; HOTELS; SALES; WEBSITES;

CUSTOMER INTENTIONS; CUSTOMER LOYALTY; E-COMMERCE SUCCESS CRITERIA; E-COMMERCE WEBSITES; ON-TIME DELIVERY; ONLINE CUSTOMERS; ONLINE RATINGS; PERFORMANCE; STATISTICAL REGRESSION;

ELECTRONIC COMMERCE;

EID: 77957577017     PISSN: 13895753     EISSN: 15729362     Source Type: Journal    
DOI: 10.1007/s10660-010-9051-3     Document Type: Article

References (28)

1. Cadotte, E. R., & Turgeon, N. (1988). Key factors in guest satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 28(4), 45-51.
2. Chu, R. K. S., & Choi, T. (2000). An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travelers. Tourism Management, 21, 363-377.
3. Collier, J. E., & Bienstock, C. C. (2006). How do customers judge quality in an E-tailor? MIT Sloan Management Review, Fall, 35-40.
4. Esper, T. L., Jensen, T. D., Turnipseed, F. L., & Burton, S. (2003). The last mile: an examination of effects of online retail delivery strategies on consumers. Journal of Business Logistics, 24(2), 177-203.
5. Hair, J. F. Jr., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis. New Jersey: Pearson/Prentice Hall.
6. Hartline, M. D., Wooldridge, B. R., & Jones, K. C. (2003). Guest perceptions of hotel quality: determining which employee groups count most. Cornell Hotel and Restaurant Administration Quarterly, 44(1), 43-52.
7. Heim, G. R., & Field, J. M. (2007). Process drivers of e-service quality: Analysis of data from an online rating site. Journal of Operations Management, 25(5), 962-984.
8. Heim, G. R., & Sinha, K. K. (2001). Operational drivers of customer loyalty in electronic retailing: An empirical analysis of electronic food retailers. Manufacturing & Service Operations Management, 3(3), 264-271.
9. Hoerl, A. E., & Kennard, R. W. (1970). Ridge regression: Applications to nonorthogonal problems. Technometrics, 12(1), 69-82.
10. Hui, T.-K., & Wan, D. (2007). Factors affecting Internet shopping behaviour in Singapore: gender and educational issues. International Journal of Consumer Studies, 31(3), 310-316.
11. Jiang, P., & Rosenbloom, B. (2005). Customer intention to return online: price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1/2), 150-174.
12. Kaplan, S., & Sawhney, M. (2000). E-hubs: The new B2B marketplaces. Harvard Business Review, May-June, 97-103.
13. Keeney, R. L. (1992). Value-focused thinking: a path to creative decision-making. Cambridge: Harvard University Press.
14. Keeney, R. L. (1999). The value of Internet commerce to the customer. Management Science, 45(4), 533-542.
15. Koutsoyiannis, A. (1977). Theory of econometrics. London: English Language Book Society/Macmillan.
16. Kull, T. J., Boyer, K., & Calantone, R. (2007). Last-mile supply chain efficiency: an analysis of learning curves in online ordering. International Journal of Operations & Production Management, 27(4), 409-434.
17. Kwak, M. (2001). Web sites learn to make smarter suggestions. MIT Sloan Management Review, 42(4), 17.
18. Lee, H. L., & Whang, S. (2001). Winning the last mile of e-commerce. MIT Sloan Management Review, 42(4), 54-62.
19. Myers, R. H. (1990). Classical and modern regression with applications. Boston: PWS/KENT.
20. Odom, M. D., Kumar, A., & Saunders, L. (2002). Web assurance seals: how and why they influence consumers' decisions. Journal of Information Systems, 16(2), 231-250.
21. Prahinski, C., & Kocabasoglu, C. (2006). Empirical research opportunities in reverse supply chains. Omega, 34, 519-532.
22. Rabinovich, E., & Bailey, J. P. (2004). Physical distribution service quality in Internet retailing: service pricing, transaction attributes, and firm attributes. Journal of Operations Management, 21, 651-672.
23. Silverman, S. N., & Grover, R. (1995). Forming perceptions of overall quality in consumer products: a process of quality element integration, Marketing Science Institute Report No. 95-103 (Cambridge, MA: Marketing Science Institute).
24. Siyal, M. Y., Chowdhry, B. S., & Rajput, A. Q. (2006). Socio-economic factors and their influence on the adoption of e-commerce by consumers in Singapore. International Journal of Information Technology & Decision Making, 5(2), 317-329.
25. Torkzadeh, G., & Dhillon, G. (2002). Measuring factors that influence the success of Internet commerce. Information Systems Research, 13(2), 187-204.
26. Turner, M., & Callaghan, D. (2006). Is shopping online now risk free for UK consumers? Computer Law & Security Report, 22, 333-337.
27. Wade, M. R., & Nevo, S. (2005/06). Development and validation of a perceptual instrument to measure e-commerce performance. International Journal of Electronic Commerce, 10(2), 123-146.
28. Zhuang, Y., & Lederer, A. L. (2003). An instrument for measuring the business benefits of e-commerce retailing. International Journal of Electronic Commerce, 7(3), 65-99.