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On what variables is the reputation of a commercial site built?
[Sur quelles variables se construit la réputation d’un site commercial ?]

Author

Listed:
  • Philippe Boistel

    (ESC Amiens)

  • Dimitri Laroutis

    (ESC Amiens)

Abstract

The objective of this research work is to study the e-reputation of a commercial site from the point of view of the customer since Youness and Valette-Florence (2015) observe the virtual absence of work from this angle. Our work starts from the use of the site to explain the reputation that will follow and which is built on the actual use of the site. The administration of the questionnaire was carried out with 231 people. Theoretically, the methodology adopted, namely from the actual use of the site by Internet users to determine the online reputation, has proved to be relevant. Our research has made it possible to highlight the central role of the product offer in the materialization of the e-reputation both in terms of the variety of the offer, the choice of products offered and the quality of these. Three other variables emerged in a major way: the match between supply and consumer needs; consumer opinions and the role of after-sales service.

Suggested Citation

  • Philippe Boistel & Dimitri Laroutis, 2023. "On what variables is the reputation of a commercial site built? [Sur quelles variables se construit la réputation d’un site commercial ?]," Post-Print hal-04638217, HAL.
    • Handle: RePEc:hal:journl:hal-04638217
    DOI: 10.3917/mss.035.0184
    as

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