Impact of Web Site Functions on E-Business Success in Chinese Wholesale and Retail Industries 被引量：1

Impact of Web Site Functions on E-Business Success in Chinese Wholesale and Retail Industries

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摘要 Web sites are very important and companies can attract customers by promoting various features of the web site. This paper presents an analysis of the relationship between web site functions and firm performance. A research model based on the DeLone and McLean （D＆M） model and customer service life cycle （CSLC） theory was used to investigate the impact of web site functions on e-business success. The research model considers web site functions, web site use, customer satisfaction, and firm performance. According to the CSLC theory, there are three stages in a customer service life cycle. Therefore, the web site functions are divided into three stages： requirements, acquisition, and ownership. The functions in each stage serve to encourage usage and thus, enhance customer satisfaction and firm performance. The theoretical model and hypotheses were tested using data collected from 72 wholesale and retail firms in China using the partial least squares （PLS） method. The results suggest that web site functions in the acquisition stage have the strongest impact on web site use and that the improvement of customer satisfaction can significantly increase firm performance. Web sites are very important and companies can attract customers by promoting various features of the web site. This paper presents an analysis of the relationship between web site functions and firm performance. A research model based on the DeLone and McLean （D＆M） model and customer service life cycle （CSLC） theory was used to investigate the impact of web site functions on e-business success. The research model considers web site functions, web site use, customer satisfaction, and firm performance. According to the CSLC theory, there are three stages in a customer service life cycle. Therefore, the web site functions are divided into three stages： requirements, acquisition, and ownership. The functions in each stage serve to encourage usage and thus, enhance customer satisfaction and firm performance. The theoretical model and hypotheses were tested using data collected from 72 wholesale and retail firms in China using the partial least squares （PLS） method. The results suggest that web site functions in the acquisition stage have the strongest impact on web site use and that the improvement of customer satisfaction can significantly increase firm performance.

作者唐倩黄京华

机构地区 Research Center for Contemporary Management

出处《Tsinghua Science and Technology》 SCIE EI CAS 2008年第3期368-373,共6页 清华大学学报（自然科学版（英文版）

基金 Supported by the National Natural Science Foundation of China (Nos. 70772022, 70472007, 70231010, and 70621061) the MOE Project of Key Research Institute of Humanity and Social Sciences at Universities (No. 06JJD630014)

关键词 e-business web site web site functions web site use customer satisfaction firm performance e-business web site web site functions web site use customer satisfaction firm performance

分类号 F724 [经济管理—产业经济]

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