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A Model Of Website Quality-Based E-Commerce Satisfaction Index

Author

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  • Lina PilelienÄ—
  • Viktorija GrigaliÅ«naitÄ—

Abstract

In the contemporary highly competitive e-business market, organization’s success depends on satisfaction and loyalty of its customers. Whereas the differentiation of the determinants and their impact on customer satisfaction in different countries exists, the research aims at developing a model of website quality-based e-commerce customer satisfaction index. While achieving the aim of the article, the analysis and synthesis of scientific literature is provided. Furthermore, quantitative research and the analysis of the research results by means of principle component analysis, structural equation modelling using partial least squares path modelling methodology, and Importance-Performance matrix are applied. As a research result, the model of website quality-based e-commerce customer satisfaction index is elaborated. Latter model indicates the factors, which are worth investments in order to gain customer satisfaction and loyalty. As a result, not profitable investments might be avoided, which could contribute to the growing competitiveness of e-business. JEL Codes - M310, M390

Suggested Citation

  • Lina PilelienÄ— & Viktorija GrigaliÅ«naitÄ—, 2016. "A Model Of Website Quality-Based E-Commerce Satisfaction Index," Scientific Annals of Economics and Business (continues Analele Stiintifice), Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, vol. 63(1), pages 29-54, March.
    • Handle: RePEc:aic:saebjn:v:63:y:2016:i:1:p:29-54:n:18
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    References listed on IDEAS

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    1. Al-Qeisi, Kholoud & Dennis, Charles & Alamanos, Eleftherios & Jayawardhena, Chanaka, 2014. "Website design quality and usage behavior: Unified Theory of Acceptance and Use of Technology," Journal of Business Research, Elsevier, vol. 67(11), pages 2282-2290.
    2. Hsu, Meng-Hsiang & Chang, Chun-Ming & Chuang, Li-Wen, 2015. "Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan," International Journal of Information Management, Elsevier, vol. 35(1), pages 45-56.
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