Title: E-commerce and e-customer satisfaction during the economic crisis

Authors: Michalis Skordoulis; Ioanna Kaskouta; Miltiadis Chalikias; Dimitris Drosos

Addresses: Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences (T.E.I. of Piraeus), Greece ' Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences (T.E.I. of Piraeus), Greece ' Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences (T.E.I. of Piraeus), Greece ' Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences (T.E.I. of Piraeus), Greece

Abstract: The purpose of this research is to analyse e-customer satisfaction, the factors affecting it and the impact of the economic crisis on it. The research examines 350 e-commerce websites users' satisfaction. The research results indicate that e-customer satisfaction determinants are the purchasing process, the safety provided by the website, the brand name of the e-commerce firm, the possibility of interaction and communication with the website and other consumers and, the products delivery process. Regarding the utilitarian features of products, e-customers pay more attention to quality than to quantity and price.

Keywords: e-commerce; e-marketing; e-customer; customer satisfaction; economic crisis.

DOI: 10.1504/JIBED.2018.090018

Journal for International Business and Entrepreneurship Development, 2018 Vol.11 No.1, pp.15 - 29

Received: 30 Jun 2016
Accepted: 29 Aug 2016

Published online: 13 Feb 2018 *

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