Models of Customer Experience for B2C E-Commerce Enterprises

Yilei Pei, Wanxin Xue, Dandan Li and Yong Su
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Yilei Pei: Department of Information Management, Beijing Union University, Beijing, China
Wanxin Xue: Department of Information Management, Beijing Union University, Beijing, China
Dandan Li: Department of Information Management, Beijing Union University, Beijing, China
Yong Su: 95997 Unit of PLA, Beijing, China

Journal of Electronic Commerce in Organizations (JECO), 2016, vol. 14, issue 1, 24-33

Abstract: With the rapid development of E-commerce, more and more E-commerce enterprises attach great importance to customer experience, and B2C E-commerce enterprises make no exception. The good customer experience can promote customers' perception of the service level of B2C E-commerce enterprises. Based on previous research literature, the research elaborates effect factors of customer experience of B2C E-commerce enterprises, such as website usefulness, website ease of use, transaction costs, customer involvement and Internet word of mouth; establishes the model of customer experience of B2C E-commerce enterprises based on the technology acceptance model and points out the directions for future research.

Date: 2016
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