Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases
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Authors
Kurnia, Sherah
Schubert, Petra
Author (Corporation)
Publication date
2006
Typ of student thesis
Course of study
Collections
Type
04A - Book part
Editor (Corporation)
Supervisor
Parent work
Electronic Customer Relationship Management
Special issue
DOI of the original publication
Link
Series
Series number
Volume
Issue / Number
Pages / Duration
177-196
Patent number
Publisher / Publishing institution
Sharpe
Place of publication / Event location
New York City
Edition
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Programming language
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Practice partner / Client
Abstract
Online grocery shopping has been expected to grow significantly in the next few years. It is important for online merchants to ensure customer satisfaction in order to increase customer loyalty and attract new customers. However, few studies have been undertaken to assess the performance of online stores in terms of meeting customers? expectations. This study employs the Extended Web Assessment Method (EWAM), which is an evaluation tool specifically created for the assessment of electronic commerce applications. The tool was used to assess a number of online grocers in Australia and Switzerland and to identify their strengths and weaknesses. In general, the findings show that web sites in both countries do not fully meet the expectations of customers. General expectations of customers in online grocery shopping and opportunities to improve customer satisfaction were explored and highlighted in this study.
Keywords
CRM, Customer Relationship Management
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Language
English
Created during FHNW affiliation
Unknown
Strategic action fields FHNW
Publication status
Published
Review
No peer review
Open access category
License
Citation
Kurnia, S., & Schubert, P. (2006). Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases. In J. Fjermestad & N. C. Jr. Robertson (Eds.), Electronic Customer Relationship Management (pp. 177–196). Sharpe. http://hdl.handle.net/11654/9245