Multi-criteria analysis approach based on consumer satisfaction to rank B2C E-commerce websites

Zaim, Houda; Ramdani, Mohammed; Haddi, Adil

doi:10.1109/sita.2016.7772260

Cited by 15 publications

(6 citation statements)

References 9 publications

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“…Previous studies postulated that E-CRM leads to customer satisfaction. Customer satisfaction is the key factor in the growth of E-CRM (Zaim, Ramdani & Haddi, 2020). When the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth (Adnan et al, 2021;Mulyono & Situmorang, 2018).…”

Section: E-crm and Customer Satisfactionmentioning

confidence: 99%

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

Kumar

Mokha

2022

International Journal of E-Business Research

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This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

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Section: E-crm and Customer Satisfactionmentioning

confidence: 99%

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

Kumar

Mokha

2022

International Journal of E-Business Research

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“…Selected criteria from the customer satisfaction model for ecommerce websites have been used to test the suggested approach. [13]…”

Section: Customer Satisfaction Criteria For E-commerce Websitesmentioning

confidence: 99%

Internet Marketing in E-Commerce: Maximizing Online Success Using TOPSIS Method

2023

jbab

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Internet marketing, also referred to as web marketing, online marketing, or e-marketing, is the process of advertising products or services online. Media are available to a global audience thanks to the Internet. The interactive nature of Internet marketing, which prompts immediate answers, is what makes it stand out from other forms of media. Internet marketing is sometimes regarded to have a broad meaning because it includes marketing that is done via e-mail and wireless media in addition to marketing on the Internet. The exchange of goods and services, or the transfer of money or data, over an electronic network—most notably the internet—is known as electronic commerce. Digital customer data management and electronic customer relationship management systems are also included. These business transactions may be B2B, B2C, C2C, or C2B (business-to-business, consumer, or business-to-business). It's common to use the terms e-business and e-commerce interchangeably. Making a decision includes deciding which e-commerce site is best. The current ranking system doesn't rate each website based on user pleasure. Additionally, considering the multiple attribute decision making (MADM) approaches and the volume of studies committed to finding the most significant influencing factors for online customer satisfaction ,it becomes vital to determine the relative importance of website quality attributes based on both user feedback and manager interests. In this study, cash payments come in top, and prepaid cards with a 6- to 24-hour validity period come in last. Using this methodology, our study evaluated several e-commerce tactics and ranked them according to their effectiveness. The TOPSIS MCDM theory's techniques and methods. In order to rank e-commerce websites, the evaluation is done by conducting a survey on the opinions of online visitors. The goal of this research is to evaluate e-commerce websites based on the level of customer satisfaction. We suggest a factor structural model of influence on customer satisfaction.

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“…Most customer behavior and consumption studies, though great in numbers, are either based on a single theoretical perspective of customer value in isolation from other theoretical views or focused on a narrow predetermined set of values and factors by employing only quantitative methods to test these interrelationships. Thus, the scope of the studies' contribution is hampered by examining a limited number of factors in the e-commerce ecosystem (Barrena et al , 2017; See-To and Ho, 2014; Zaim et al , 2016; Zeithaml, 1988). However, most qualitative studies conducted in the domain of e-commerce explored consumers' purchase decision-making and consumer values acquired only from a unidimensional facet, meaning the studies discussed values found in customers involved in e-commerce (Chen and Dubinsky, 2003; Gefen and Pavlou, 2012) or that functions and attributes of shopping websites can influence consumers (Miao and Jayakar, 2016) or what benefits online shopping processes and shopping websites can provide consumers (Forsythe et al , 2006; Park and Kim, 2003).…”

Section: Literature Reviewmentioning

confidence: 99%

“…In addition, many of the studies utilized the quantitative approach to explore customer values and developed a research model to test the relationships among some constructs (Barrena et al , 2017; Gupta and Arora, 2017; Overby et al , 2004; Zaim et al , 2016). The research contributions are limited in developing comprehensive sets of attributes, consequences and values.…”

Section: Introductionmentioning

confidence: 99%

Hierarchical value-attainment paths of CBEC consumers: a means-end-chain perspective

Tayyab

Chang

et al. 2020

INTR

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PurposeThis study elicits the critical attributes, consequences and values associated with the purchasing process in the context of cross-border e-commerce (CBEC). The purpose is to provide a better understanding of the fundamental factors that determine consumer values in CBEC.Design/methodology/approachThe study applies the means-end-chain theory and soft-laddering techniques to interview 60 CBEC consumers to construct an implication matrix and a hierarchical value map (HVM) of the consumer purchasing process, consisting of attribute-consequence-value (A-C-V) paths.FindingsBy analyzing the significant linkages, elements, ladders and chains in the HVM, four dominant A-C-V paths were identified: economic-driven, efficiency-driven, progress-driven and quality-driven paths.Research limitations/implicationsThis study included only Chinese CBEC buyers. This limitation might affect the generalizability of the conclusions as culture, purchase habits and economic development differ between China and other countries.Practical implicationsThe results of this study provide CBEC practitioners an understanding of the consumer purchasing process and how consumer values are associated with platform characteristics. Thus, the results aid practitioners in allocating resources and developing CBEC platforms in an appropriate manner and direction.Originality/valueThis study sheds lights on the emerging phenomenon of CBEC. By applying the means-end-chain approach, the study provides a comprehensive HVM for interpreting the consumer online purchasing process in this novel context. By illustrating the dominant paths, this research provides deeper theoretical insights into the specific focuses of CBEC consumer purchasing.

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Multi-criteria analysis approach based on consumer satisfaction to rank B2C E-commerce websites

Cited by 15 publications

References 9 publications

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

Internet Marketing in E-Commerce: Maximizing Online Success Using TOPSIS Method

Hierarchical value-attainment paths of CBEC consumers: a means-end-chain perspective

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