Analysis of factors affecting the quality of an e-commerce website using factor analysis/ Saurabh Mishra ...[et al.]

Mishra, Saurabh and Kaushal, Prabal and Gupta, Nikita and Singh, Shivani (2014) Analysis of factors affecting the quality of an e-commerce website using factor analysis/ Saurabh Mishra ...[et al.]. Terengganu International Management and Business Journal (TiMBeJ), 4 (1). pp. 1-18. ISSN 2232-0741

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Abstract

The purpose of this study is to identify factors which affect the quality and effectiveness of an e-commerce website which also majorly affect customer satisfaction and ultimately customer retention and loyalty. This research paper examines a set of 23 variables and integrates them into 4 factors which affect the quality of a website. An online questionnaire survey was conducted to generate statistics regarding the preferences of the e-commerce website users. The 23 variables taken from customer survey are generalized into 4 major factors using exploratory factor analysis which are content, navigation, services and interface design. The research majorly consists of the responses of students between the age group of 18-25 years and considers different B2C commercial websites. Identified variables are important with respect to the current competition in the market as service of an e-commerce website also play a major role in ensuring customer satisfaction. Further research in this domain can be done for websites’ version for mobile devices.

Item Type: Article
Creators:
CreatorsEmail
Mishra, Saurabhsaurabhmishraiiita2012@gmail.com
Kaushal, PrabalUNSPECIFIED
Gupta, NikitaUNSPECIFIED
Singh, ShivaniUNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Electronic commerce
Divisions: Universiti Teknologi MARA, Terengganu > Dungun Campus > Faculty of Business and Management
Journal or Publication Title: Terengganu International Management and Business Journal (TiMBeJ)
ISSN: 2232-0741
Volume: 4
Number: 1
Page Range: pp. 1-18
Official URL: http://timbej.uitm.edu.my/
Item ID: 22567
Uncontrolled Keywords: E-commerce; exploratory factor analysis; website quality; user perception; customer satisfaction and loyalty
Last Modified: 07 Jan 2019 08:15
Depositing User: Perpustakaan Cendekiawan UiTM Caw Terengganu
URI: http://ir.uitm.edu.my/id/eprint/22567

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