In-Home Shopping Through Internet: Consumer Satisfaction And Perceived Risk

• Author(s): Alturas, Bráulio
• Date: 2004
• Persistent ID: http://hdl.handle.net/10071/1163
• Origin: Repositório do ISCTE-IUL
• Subject(s): E-commerce; Distribution channels; Customer satisfaction; Consumer behaviour; Perceived risk
• Document Type: Conference Object
• Language: English

Description

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 in-home 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.