E-commerce and e-customer satisfaction during the economic crisis

Abstract

The purpose of this research is to analyse e-customer satisfaction, the factors affecting it and the impact of the economic crisis on it. The research examines 350 e-commerce websites users' satisfaction. The research results indicate that e-customer satisfaction determinants are the purchasing process, the safety provided by the website, the brand name of the e-commerce firm, the possibility of interaction and communication with the website and other consumers and, the products delivery process. Regarding the utilitarian features of products, e-customers pay more attention to quality than to quantity and price.