Technology as a Black-box in E-business and its impact on Customer Satisfaction: Major Corporate Sector of Islamabad Areas, Pakistan

Abeeha Batool (), Schehar Bano (), Dr. Muhamamd Aslam Khan (), M. Naveed Akhtar (), Almana Naeem () and Bariha Batool ()
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Abeeha Batool: York University (Schulich School of Business), Toronto, Canada
Schehar Bano: MS Scholar, Iqra University Islamabad, Pakistan
Dr. Muhamamd Aslam Khan: Associate Professor, Preston University Islamabad,Pakistan
M. Naveed Akhtar: Assistant Professor, University of Management and Technology, Lahore, Pakistan
Almana Naeem: MS Scholar, Preston University Islamabad, Pakistan
Bariha Batool: McMaster University, Hamilton, Ontario, Canada

Far East Journal of Marketing and Management, 2011, vol. 1 No 1 Paper 4 December, issue 4, 28-53

Abstract: E-business is attaining significant importance in the wake of technological advent and increased customer preferences. This paper therefore, endeavors to ascertain the effect of e-business environment whereby web service quality (WSQ) with its components of perceived risk, website contents and service convenience has been analyzed on two dependent variables Behavioral Intention (BI) and Customers Satisfaction. Relations of service convenience (SC) and perceived risk (PR) on behavioral intention have also been analyzed. The relation of these variables has been analyzed through empirical study in the corporate sector of Islamabad areas, Pakistan. Regression analysis of PR, WC and PCS on WSQ reveals that R square of the components of is 92 % with significantly high beta coefficient of variables except website contents. R Square of PR, WA, SN and WSQ on BI remains 50%, however, strength of relations of WSQ and WA remains marginally negative. It is recommended that use of technology in E-business would greatly contribute towards customer satisfaction; therefore, business entities to accord due priority to the technology.

Keywords: E-business; service convenience; subjective norms web-site contents and quality; behavioral intention and customer satisfaction. (search for similar items in EconPapers)
JEL-codes: M1 (search for similar items in EconPapers)
Date: 2011
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