Toward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases
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Autor:innen
Kurnia, Sherah
Schubert, Petra
Autor:in (Körperschaft)
Publikationsdatum
2006
Typ der Arbeit
Studiengang
Typ
04A - Beitrag Sammelband
Herausgeber:innen
Herausgeber:in (Körperschaft)
Betreuer:in
Übergeordnetes Werk
Electronic Customer Relationship Management
Themenheft
DOI der Originalpublikation
Link
Reihe / Serie
Reihennummer
Jahrgang / Band
Ausgabe / Nummer
Seiten / Dauer
177-196
Patentnummer
Verlag / Herausgebende Institution
Sharpe
Verlagsort / Veranstaltungsort
New York City
Auflage
Version
Programmiersprache
Abtretungsempfänger:in
Praxispartner:in/Auftraggeber:in
Zusammenfassung
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.
Schlagwörter
CRM, Customer Relationship Management
Veranstaltung
Startdatum der Ausstellung
Enddatum der Ausstellung
Startdatum der Konferenz
Enddatum der Konferenz
Datum der letzten Prüfung
ISBN
ISSN
Sprache
Englisch
Während FHNW Zugehörigkeit erstellt
Unbekannt
Zukunftsfelder FHNW
Publikationsstatus
Veröffentlicht
Begutachtung
Keine Begutachtung
Open Access-Status
Lizenz
Zitation
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