Customer Satisfaction in B2C E-Commerce
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
To succeed in today’s B2C (business-to-consumer) e-commerce environment, it is vital to understand what customers want from an online retailer in order to stay loyal to the business and satisfied with the products and services provided. Based on the IS, web and marketing literature, this study proposes a research model for understanding how the quality dimensions, information quality, system quality and service quality might influence customer satisfaction in an e-commerce B2C context. Two information quality variables (information presentation and payment security), one system quality variable (interaction) and two service quality variables (responsiveness and price) had an impact on customer satisfaction. The system quality variable (website design) did not have a statistically significant effect on customer satisfaction. Data was collected from 138 students attending Luleå University of Technology to test the research model. Structural equation modeling (SEM) was conducted to test the validity of the research model and analyze the associations hypothesized in the research model. The finding of this study provides helpful information to both researchers and practitioners.
Place, publisher, year, edition, pages
2013. , 46 p.
Systemvetenskap, E-commerce, Customer Satisfaction, B2C
IdentifiersURN: urn:nbn:se:ltu:diva-44917Local ID: 2a9aeb8e-e30e-40c8-bc09-6a1f14e5fc6aOAI: oai:DiVA.org:ltu-44917DiVA: diva2:1018196
Subject / course
Student thesis, at least 15 credits
Systems Sciences, bacheor's level
Validerat; 20130613 (global_studentproject_submitter)2016-10-042016-10-04Bibliographically approved