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dc.contributor.authorKurnia, Sherah
dc.contributor.authorSchubert, Petra
dc.date.accessioned2015-10-05T15:41:34Z
dc.date.available2015-10-05T15:41:34Z
dc.date.issued2006-01-01T00:00:00Z
dc.identifier.urihttp://hdl.handle.net/11654/9245
dc.description.abstractOnline 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.
dc.language.isoen_UK
dc.publisherM.E. Sharpe
dc.accessRightsAnonymous
dc.subjectCRM
dc.subjectCustomer Relationship Management
dc.subject.ddc330 - Wirtschaft
dc.subject.ddc005 - Computer Programmierung, Programme und Daten
dc.titleToward Achieving Customer Satisfaction in Online Grocery Shopping: Lessons Learned from Australian and Swiss Cases.
dc.type04 - Beitrag Sammelband oder Konferenzschrift
dc.volumeElectronic Customer Relationship Management2006
dc.spatialNew York City
dc.audienceSonstige
fhnw.publicationStateVeröffentlicht
fhnw.ReviewTypeKein Peer Review
fhnw.InventedHereunbekannt
fhnw.pagination177-196


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