In-home shopping through internet: consumer satisfaction and perceived risk

The Internet/World Wide Web (Web) is an important way for the sharing of business information between retail firms and their customers. Although electronic commerce (e-commerce) has received considerable research attention, the literature reveals that the relationship between customer satisfaction and e-commerce has not yet been sufficiently studied. This research contributes to a better understanding of perceived risk and customer satisfaction arising from inhome shopping experience by using e-commerce in comparison with using other non store purchasing methods. This paper considers the role of perceived risk in consumer's satisfaction and acceptance of e-commerce, and applies a quantitative approach attempts to provide some data on this relation. We then discuss aspects of importance for further extensions. KEYWORDS E-commerce, Distribution channels, Customer satisfaction, Consumer behaviour, Perceived risk

• Type: Conference
• Year: 2004
• Where: IADIS
• Authors: Bráulio Alturas
• Keywords: Considerable Research Attention, Customer Satisfaction, IADIS 2004, IADIS 2008, Perceived Risk