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首页> 外文期刊>Journal of the Association for Information Systems >Retailer Web Site Influence On Customer Shopping: Exploratory Study on Key Factors of Customer Satisfaction
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Retailer Web Site Influence On Customer Shopping: Exploratory Study on Key Factors of Customer Satisfaction

机译：零售商网站对顾客购物的影响：顾客满意度关键因素的探索性研究

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摘要

The Internet/World Wide Web (Web) is a critical medium for the sharing of business information between retail firms and their customers (business-to-customer or B2C). Although electronic commerce (e-commerce) has received considerable research attention, little research has examined the effect of e-commerces Web presentations on retail customer shopping experiences. This two-phase study explored customer reactions to Web retailers presentations of their products/services, attempting to identify Web-site characteristics that contribute to customer satisfaction arising from the Web-based shopping experience. Findings from use of the qualitative method of existential phenomenology were explored further with quantitative analyses including logistic regression. Findings suggest that two key elements in inpositivele retail Web sites are convenience of site use and simplicity of site design for the customers access to information about product/service characteristics and customer-service policies.
机译：Internet /万维网（Web）是在零售公司与其客户（企业对客户或B2C）之间共享业务信息的重要介质。尽管电子商务（e-commerce）已经得到了相当多的研究关注，但是很少有研究检查电子商务Web演示对零售客户购物体验的影响。这项分为两个阶段的研究探讨了客户对Web零售商对其产品/服务的介绍的反应，试图确定基于Web的购物体验而有助于提高客户满意度的Web站点特征。通过定量分析（包括逻辑回归）进一步探索了使用存在现象学定性方法的发现。研究结果表明，集成式零售网站中的两个关键要素是网站使用的便利性和网站设计的简化性，以使客户能够访问有关产品/服务特征和客户服务政策的信息。

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