research paper on e commerce website

E-Commerce Websites, Consumer Order Fulfillment and After-Sales Service Satisfaction: The Customer Is Always Right, even after the Shopping Cart Check-Out!

Camilleri, M.A. (2021). E-Commerce Websites, Consumer Order Fulfillment and After-Sales Service Satisfaction: the Customer Is Always Right, even after the Shopping Cart Check-Out!, Journal of Strategy and Management. https://doi.org/10.1108/JSMA-02-2021-0045

35 Pages Posted: 2 Jun 2021

Mark Anthony Camilleri

University of Malta; University of Edinburgh; Northwestern University

Date Written: May 21, 2021

Purpose: This research identifies the critical factors of online service delivery of electronic commerce (ecommerce) websites, including website attractiveness, website functionality, website security and consumer fulfillment during an unprecedented Coronavirus (COVID-19) pandemic. Design/methodology/approach: A structured questionnaire was used to gather data from 430 online respondents, who were members in popular social media groups. The survey instrument relied on valid and reliable measures relating to electronic service quality (e-SERVQUAL), to better understand the participants’ satisfaction with shopping websites as well as their loyal behaviors and word-of mouth activities. Findings: The findings reported that consumers valued the e-commerce websites’ features and their consumer order fulfillment capabilities. These factors increase the consumers’ satisfaction with online shopping experiences, generate repeat business as well as positive reviews in social media. Originality: This contribution posits that e-commerce websites’ ought to be appealing, functional and offer secure transactions. More importantly, it suggests that online merchants should consistently deliver a personalized service in all stages of an online purchase, including after the delivery of the ordered products. Research implications/limitations: This study addresses a knowledge gap in academia. To date, little research has focused on the consumer order fulfillment aspect of e-commerce transactions and on the aftersales services of online businesses.

Keywords: electronic service quality, consumer fulfillment, website functionality, consumer satisfaction, consumer loyalty, word-of-mouth

JEL Classification: L86, M1, M3, M31, M37

Suggested Citation: Suggested Citation

Mark Camilleri (Contact Author)

University of malta ( email ).

Department of Corporate Communication, Faculty of Media and Knowledge Sciences Msida, MSD2080 Malta 79314808 (Phone)

HOME PAGE: http://https://www.um.edu.mt/profile/markacamilleri

University of Edinburgh ( email )

27 Buccheluech Place, The Business School Edinburgh, Scotland EH8 9JS United Kingdom

Northwestern University ( email )

Evanston, IL United States

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New trends in e-commerce research: linking social commerce and sharing commerce: a systematic literature review.

1. Introduction

• What are the different issues/difficulties related to S-Commerce and sharing commerce?
• What are the various benefits of S-Commerce and sharing commerce?

2. Background

2.1. e-commerce, 2.2. s-commerce, 2.3. sharing commerce, 2.4. historical development/evolution of e-commerce, s-commerce, and sharing commerce, 3. methodology, 3.1. review protocol, 3.2. inclusion and exclusion criteria, 3.3. search strategy and study selection process, 3.4. quality assessment, 3.5. data extraction and synthesis, 3.5.1. publication sources overview, 3.5.2. temporal view of publication, 3.5.3. research methodologies, 3.5.4. theoretical foundations: classification of theories are based on the primary goals of each theory, 4. research questions (rqs) results, 4.1. what are the definitions of s-commerce and sharing commerce, 4.2. what are the various themes revealed by the systematic review, 4.3. what are the various factors to be understood in linking s-commerce and sharing commerce, 4.3.1. what are the challenges/issues associated with s-commerce and sharing commerce, 4.3.2. what are the various benefits/advantages of s-commerce and sharing commerce, 5. research propositions, 5.1. conceptual and theoretical development, 5.1.1. defining the key concepts and terms, 5.1.2. understanding, theorising, and measuring various integrating and influencing factors in online commerce and measuring impact, 5.2. design and interaction, 5.2.1. the role of socio-cultural factors in facilitating decision making, 5.2.2. the role of design and technological factors in facilitating decision making, 5.2.3. the role of behavioural factors in facilitating decision-making, 5.2.4. the role of various factors in linking s-commerce and sharing commerce, 5.3. implementation, 5.3.1. understanding critical success factors, 5.3.2. culture and adoption, 5.3.3. ethical and legal issues, 6. ideas for future research, 7. conclusions, supplementary materials, author contributions, acknowledgments, conflicts of interest.

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Attar, R.W.; Almusharraf, A.; Alfawaz, A.; Hajli, N. New Trends in E-Commerce Research: Linking Social Commerce and Sharing Commerce: A Systematic Literature Review. Sustainability 2022 , 14 , 16024. https://doi.org/10.3390/su142316024

Attar RW, Almusharraf A, Alfawaz A, Hajli N. New Trends in E-Commerce Research: Linking Social Commerce and Sharing Commerce: A Systematic Literature Review. Sustainability . 2022; 14(23):16024. https://doi.org/10.3390/su142316024

Attar, Razaz Waheeb, Ahlam Almusharraf, Areej Alfawaz, and Nick Hajli. 2022. "New Trends in E-Commerce Research: Linking Social Commerce and Sharing Commerce: A Systematic Literature Review" Sustainability 14, no. 23: 16024. https://doi.org/10.3390/su142316024

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An Empirical Study on Usability and Security of E-Commerce Websites

• Conference paper
• First Online: 05 January 2021
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• Biresh Kumar 19 &
• Sharmistha Roy 19  

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1254))

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Advancement of the World Wide Web and technological improvement has made a huge revolution in the Internet world, especially in the commercial sector. Although the usage of the Internet for commercial purposes was introduced in the 1994, but the prone to use websites for e-commerce has been increased gradually. Nowadays, websites are considered as an integral part of e-commerce. However, the success rate depends on certain quality issues. In this paper, we mainly focus on two important quality factors namely usability and security, which are considered as the backbone of e-commerce websites. This paper identifies out various attributes for estimating the usability and security aspects of e-commerce websites. A comparison study has been conducted on the various usability and evaluation models which help in the identification of an efficient model for assessing and evaluating the usability and security of e-commerce websites.

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Faculty of Computing and Information Technology, Usha Martin University, Ranchi, Jharkhand, India

Biresh Kumar & Sharmistha Roy

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Department of Computer Science and Engineering, GIET University, Gunupur, Odisha, India

Raghvendra Kumar

Institute of Engineering and Technology, Thu Dau Mot University, Binh Duong, Vietnam

Nguyen Ho Quang

CMR Institute of Technology, Hyderabad, Telangana, India

Vijender Kumar Solanki

Universidad Don Bosco, Antiguo Cuscatlán, El Salvador

Manuel Cardona

KIIT Deemed to be University, Bhubaneswar, Odisha, India

Prasant Kumar Pattnaik

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Kumar, B., Roy, S. (2021). An Empirical Study on Usability and Security of E-Commerce Websites. In: Kumar, R., Quang, N.H., Kumar Solanki, V., Cardona, M., Pattnaik, P.K. (eds) Research in Intelligent and Computing in Engineering. Advances in Intelligent Systems and Computing, vol 1254. Springer, Singapore. https://doi.org/10.1007/978-981-15-7527-3_69

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