| 9628 |
Creator |
68989e57f5c18132c8e304859ac76d87 |
| 9628 |
Creator |
f54e18abddd7129dc881abe5912f493d |
| 9628 |
Creator |
fc9bfa607cfc828a5269f76741064dab |
| 9628 |
Date |
2006-04 |
| 9628 |
Is Part Of |
repository |
| 9628 |
Is Part Of |
p13623001 |
| 9628 |
abstract |
A customer's experience with an e-commerce environment extends beyond the interaction
with the website, including delivery of products, post-sales support, consumption
of products and services, and so on. It is the total customer experience that influences
the customers' perceptions of value and service quality, and which consequently affects
customer loyalty. In our cross-disciplinary research in human–computer interaction
(HCI) and relationship marketing, we have been investigating how HCI and customer
relationship management (CRM) strategies can be integrated in the design of e-commerce
so as to engender customer retention, trust and loyalty. We have performed a series
of empirical studies to understand customers' requirements and perceptions about service-quality
from e-shopping and e-travel environments. From these studies, we have developed an
empirically-grounded evaluation instrument, E-SEQUAL, which we discuss in this paper.
The development team can apply it at different phases of an e-commerce development
life-cycle to integrate customers' perceived dimensions of service quality into the
design and evaluation of e-commerce. |
| 9628 |
authorList |
authors |
| 9628 |
issue |
2 |
| 9628 |
status |
peerReviewed |
| 9628 |
uri |
http://data.open.ac.uk/oro/document/90514 |
| 9628 |
uri |
http://data.open.ac.uk/oro/document/90515 |
| 9628 |
uri |
http://data.open.ac.uk/oro/document/90516 |
| 9628 |
uri |
http://data.open.ac.uk/oro/document/90517 |
| 9628 |
uri |
http://data.open.ac.uk/oro/document/90518 |
| 9628 |
uri |
http://data.open.ac.uk/oro/document/90519 |
| 9628 |
uri |
http://data.open.ac.uk/oro/document/90520 |
| 9628 |
volume |
25 |
| 9628 |
type |
AcademicArticle |
| 9628 |
type |
Article |
| 9628 |
label |
Petre, Marian ; Minocha, Shailey and Roberts, Dave (2006). Usability beyond
the website: an empirically-grounded e-commerce evaluation instrument for the total
customer experience. Behaviour & Information Technology, 25(2) pp. 189–203.
|
| 9628 |
label |
Petre, Marian ; Minocha, Shailey and Roberts, Dave (2006). Usability beyond the
website: an empirically-grounded e-commerce evaluation instrument for the total customer
experience. Behaviour & Information Technology, 25(2) pp. 189–203. |
| 9628 |
Title |
Usability beyond the website: an empirically-grounded e-commerce evaluation instrument
for the total customer experience |
| 9628 |
in dataset |
oro |