Measuring e-Commerce effectiveness: a conceptual model

The evaluation of user satisfaction is an established means of assessing Information Systems (IS) effectiveness. However, the advent of e-Commerce has shifted the location of the traditional user of Information Systems out of the physical domain of the organisation or business. e-Commerce businesses now have to deal with a new type of user viz. the e-Customer. Furthermore, the integral role that IS plays in delivering core business services or products implies that evaluation of the satisfaction of the e-Customer is implicitly an evaluation of service quality as well. In light of this, already established instruments that measure user satisfaction of IS in traditional (brick and mortar) businesses are not completely appropriate. The authors, building on a comprehensive literature study, derive an appropriate model for exploring the measurement of e-customer satisfaction in the South African context.

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