n South African Computer Journal - E-commerce success : the quest for IS effectiveness measurement : a conceptual framework for the e-commerce environment : research article

Volume 2004, Issue 32
  • ISSN : 1015-7999
  • E-ISSN: 2313-7835



Although the current era of business has surpassed the hype that was associated with e-Commerce in the 1990s, e-Commerce is still immature. There is still much misunderstanding of e-Commerce's potential capability and how it can be effectively employed. To facilitate the development of e-Commerce into a sound business strategy, it is necessary to develop a valid and robust framework for e-Commerce evaluation. This paper reports on research which is being conducted using a combination of user-satisfaction and Service Quality approaches to this problem. The paper builds on a comprehensive literature study and suggests an appropriate framework for further exploration of the measurement of e-customer satisfaction in the South African context. The findings of the first stage of field work are reported.

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