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Please use this identifier to cite or link to this item: http://hdl.handle.net/2259/317

Title: E-Satisfaction – A Comprehensive Framework
Authors: Anand, Akshay
Keywords: E-satisfaction
E-tailing
Cognitive Computing
Online Consumer Behaviour.
Issue Date: 10-Apr-2007
Publisher: Indian Institute of Management Kozhikode
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-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.
Description: PART VI – CONSUMER MARKETS & MARKETING |Pages 703-710|
URI: http://hdl.handle.net/2259/317
Appears in Collections:Conference Proceedings
International Conference on Marketing and Society

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