Title: A study for establishing E-commerce Business Satisfaction model to measure e-commerce success in SMEs

Authors: E. Gide, M.X. Wu

Addresses: Central Queensland University, Sydney International Campus, Australia. ' Faculty of Business and Informatics, Central Queensland University, Australia

Abstract: For the last ten years, while many e-commerce systems have been successfully adopted in businesses across different industries, a significant numbers have failed, especially in Small to Medium Enterprises (SMEs). To date, no detailed academic or industry studies have been found in the field of business satisfaction with e-commerce systems. This research aims to develop an effective measure of e-commerce success from a business point of view, termed E commerce Business Satisfaction (EBS). This paper also describes the existing knowledge on satisfaction with e-commerce systems, and provides a research model for analysing EBS based on Gide and Wu|s proposed EBS model.

Keywords: customer satisfaction; CSFs; e-commerce success; electronic commerce; business satisfaction; measurement; SMEs; small to medium-sized enterprises; critical success factors.

DOI: 10.1504/IJECRM.2007.017799

International Journal of Electronic Customer Relationship Management, 2007 Vol.1 No.3, pp.307 - 325

Published online: 14 Apr 2008 *

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