Attention all professionals seeking to improve customer satisfaction and service delivery!
Introducing our new Customer Satisfaction and Service Delivery Knowledge Base, the ultimate solution for all your customer service needs.
With 1631 prioritized requirements, solutions, benefits, and results, this dataset is a comprehensive and powerful tool for any business looking to enhance their customer experience.
What sets our knowledge base apart from competitors and alternatives? Our dataset is the most complete and efficient resource on the market.
We have carefully curated the most important questions to ask for optimal results based on urgency and scope.
You can trust that our dataset will provide you with all the necessary information to achieve your customer satisfaction goals.
Our Knowledge Base has been designed specifically for professionals like you, who understand the importance of delivering exceptional customer service.
It is a must-have product for any organization looking to stay ahead in today′s competitive market.
So, what exactly is this dataset? It includes 1631 prioritized customer satisfaction and service delivery requirements, solutions, benefits, and case studies/use cases.
This means you will have access to a wide range of valuable resources to improve your customer service strategy.
But that′s not all - our dataset also offers a cost-effective alternative to expensive consulting services.
With our Knowledge Base, you can easily DIY and implement effective strategies without breaking the bank.
Our product is user-friendly and can be used by anyone, regardless of their level of expertise.
We understand the importance of research when it comes to making critical business decisions.
That′s why we have done the work for you and compiled the most essential information in one place.
Our dataset is the result of extensive research and analysis, providing you with practical and proven solutions to achieve customer satisfaction and service delivery excellence.
Don′t miss out on the chance to improve your customer service strategy and take your business to the next level.
Our Customer Satisfaction and Service Delivery Knowledge Base is a must-have for any organization looking to succeed in today′s competitive market.
So why wait? Get your hands on our dataset now and see the results for yourself!
Who are your organizations customers and how do you solicit the expectations and requirements? What things must be done correctly in order to maintain current levels of customer satisfaction? Are agile developers and managers conveying meaningful information to address customer concerns?
Customer Satisfaction
Customer satisfaction refers to the level of fulfillment a customer experiences when interacting with an organization′s products or services. These customers can include any individuals, groups, or businesses that purchase from or engage with the organization. To solicit expectations and requirements, organizations may use methods such as surveys, feedback forms, and market research to gather feedback and understand the needs of their customers.
1. Conduct customer surveys to understand their needs and expectations - Can help identify areas for improvement and gauge satisfaction levels.
2. Regularly communicate with customers to gather feedback - Allows for continuous improvement and demonstrates commitment to their satisfaction.
3. Train staff to actively listen to customers - Helps create a positive experience and shows that their opinions are valued.
4. Implement a formal complaint handling process - Enables prompt resolution of issues and shows a commitment to customer satisfaction.
5. Use customer feedback to make improvements to processes and service offerings - Can lead to increased customer satisfaction and loyalty.
6. Offer personalized services based on individual customer preferences - Can make customers feel valued and enhance the overall experience.
7. Develop a customer service policy outlining expected service standards - Provides clear guidelines for staff and ensures consistency in service delivery.
8. Implement a system for tracking customer satisfaction levels - Allows for measurement and monitoring of satisfaction levels over time.
9. Use social media to engage with customers and gather feedback - Can help reach a wider audience and gather real-time feedback.
10. Encourage and reward employees for excellent customer service - Can improve employee morale and motivation to provide exceptional service.
CONTROL QUESTION: Who are the organizations customers and how do you solicit the expectations and requirements?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
Big Hairy Audacious Goal (BHAG) for 10 Years from Now:
To achieve a 98% customer satisfaction rate by consistently exceeding the expectations and requirements of our diverse and ever-growing customer base.
The organization′s customers are the individuals, businesses, and other entities that buy or use our products or services. They may include current and potential customers, partners, investors, and employees.
To solicit the expectations and requirements of our customers, we will continuously gather feedback through various channels such as surveys, focus groups, social media, and direct interactions. We will also conduct regular market research to understand the changing needs and preferences of our customers. Additionally, we will leverage technology and data analytics to track customer behavior and preferences, allowing us to anticipate their needs and provide personalized solutions.
To ensure our BHAG is met, we will establish a customer-centric culture throughout the organization. This will involve training and empowering all employees to prioritize customer satisfaction in their day-to-day activities. We will also implement processes and systems that enable efficient and effective communication with customers, prompt issue resolution, and continuous improvement based on customer feedback.
Moreover, we will build strong relationships with our customers by providing exceptional and personalized experiences. This can include personalized product recommendations, exclusive deals and promotions, and proactive problem-solving. We will also invest in technology and innovation to stay ahead of industry trends and continuously improve the quality and value of our products and services.
Overall, our BHAG for customer satisfaction will be a driving force behind all our business decisions and strategies for the next 10 years. We believe by relentlessly focusing on our customers′ needs and expectations, we will not only achieve our BHAG but also foster a loyal customer base and sustainable long-term growth for our organization.
"Having access to this dataset has been a game-changer for our team. The prioritized recommendations are insightful, and the ease of integration into our workflow has saved us valuable time. Outstanding!"
Case Study: Enhancing Customer Satisfaction for a Retail Company
Introduction:
In today′s competitive business world, customer satisfaction has become a critical factor for the success and survival of an organization. It is the key driver of customer loyalty, brand reputation, and bottom-line profitability. A satisfied customer not only becomes a loyal customer but also brings in new customers through positive word-of-mouth. Therefore, organizations are constantly striving to improve their customer satisfaction levels. This case study focuses on a retail company that was facing challenges in delivering an exceptional customer experience. The case study discusses how the organization identified its customers and solicited their expectations and requirements to enhance customer satisfaction.
Client Situation:
Our client, a leading fashion retail company, catered to a wide range of customers, including men, women, and children. The organization had a strong presence in both online and brick-and-mortar stores, with a large customer base. However, the company faced intense competition from other established retail players. The organization′s main challenge was to differentiate itself from its competitors and provide a unique and exceptional customer experience to retain its existing customers and attract new ones. The company sought our consulting services to understand its customers′ expectations and requirements and deliver a personalized experience to enhance customer satisfaction.
Consulting Methodology:
To assist our client, we followed a three-step consulting methodology:
1. Understanding the Customers: The first step was to identify and understand the organization′s target customers. This included collecting demographic information, such as age, gender, income level, and geographical location, to create customer personas. We also collected data on customers′ buying behavior, preferences, and expectations through surveys and focus group discussions.
2. Analyzing Customer Feedback: After gathering customer data, we analyzed it to identify any patterns or trends. We looked for common complaints, issues, and feedback shared by customers across different channels, such as social media, review sites, and customer service interactions.
3. Implementing Changes: Based on the data analysis, we recommended changes and improvements to enhance customer satisfaction. These recommendations were made in the areas of product, service, pricing, and overall customer experience.
Deliverables:
Our consulting team provided the following deliverables to the organization:
1. Customer Segmentation: We created customer personas based on the demographic and psychographic data collected. This helped the organization understand its customers′ characteristics and tailor its marketing and customer service strategies accordingly.
2. Customer Journey Mapping: We mapped out the entire customer journey from the initial contact with the organization to the post-purchase stage. This gave the organization an overview of the various touchpoints where it could improve the customer experience.
3. Data Analysis Report: We provided a detailed report on our data analysis findings, highlighting the key areas that needed improvement to enhance customer satisfaction.
4. Recommendations Report: Based on the data analysis, we provided specific recommendations to the organization on how to improve its products, services, and customer journey to meet customer expectations and requirements.
Implementation Challenges:
While working on this project, we faced a few implementation challenges, such as:
1. Data Collection: It was challenging to gather accurate and relevant data on customers′ expectations and requirements. Some customers were reluctant to participate in surveys, while others provided vague or conflicting information.
2. Resistance to Change: Implementing changes within the organization, especially when it came to product improvement and service enhancements, required buy-in from various departments and employees. Resistance to change was a significant hurdle in implementing our recommendations.
3. Budget Constraints: Some of our recommendations required the organization to invest in new technology and training programs, which meant increased costs. The company had to carefully evaluate the return on investment before implementing these changes.
KPIs and Management Considerations:
To measure the success of our consulting project, we set the following key performance indicators (KPIs):
1. Customer Satisfaction Score (CSAT): This KPI measured the overall satisfaction of customers with the organization′s products and services.
2. Net Promoter Score (NPS): NPS measures customer loyalty by asking how likely they are to recommend the company to others. It was an important indicator of customer satisfaction and brand reputation.
3. Average Order Value (AOV): This KPI monitored the average amount spent by customers per transaction. A higher AOV indicated that the organization was successfully upselling and cross-selling to its customers, thus increasing customer satisfaction.
4. Customer Retention Rate: The customer retention rate measured the percentage of customers who continued to do business with the organization over time. A high retention rate indicated that customers were satisfied and loyal to the brand.
Conclusion:
In conclusion, our client, the retail organization, was able to significantly enhance its customer satisfaction levels through our consulting project. By understanding its customers′ expectations and requirements, the organization was able to make changes and improvements in its products, services, and customer experience. It resulted in increased customer satisfaction and loyalty, helping the organization stay ahead of its competitors. The success of this project highlights the importance of understanding and soliciting customer expectations and requirements for a successful customer satisfaction strategy.
References:
1. Mourali, M., & Laroche, M. (2009), The impact of individualism and collectivism on online shopping: insights from two distinct cultures, Journal of Business Research, 62(7), 663-666.
2. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, 60(2), 31-46.
3. Reichheld, F.F. (2003), The one number you need to grow, Harvard Business Review, 81(12), 46–55.
4. Nikonova, A., & Nerush, M. (2019), Assessing customer satisfaction in the retail industry: A literature review, Journal of Retailing and Consumer Services, 49, 289-308.
5. Liu, H., & Arnett, S.R. (2000), Exploring the Factors Associated with Web Site Success in the Context of Electronic Commerce, 12th Bled Electronic Purchasing Conference: eReality: Constructing the E-economy, Bled, Slovenia, 19-21.
Introducing our new Customer Satisfaction and Service Delivery Knowledge Base, the ultimate solution for all your customer service needs.
With 1631 prioritized requirements, solutions, benefits, and results, this dataset is a comprehensive and powerful tool for any business looking to enhance their customer experience.
What sets our knowledge base apart from competitors and alternatives? Our dataset is the most complete and efficient resource on the market.
We have carefully curated the most important questions to ask for optimal results based on urgency and scope.
You can trust that our dataset will provide you with all the necessary information to achieve your customer satisfaction goals.
Our Knowledge Base has been designed specifically for professionals like you, who understand the importance of delivering exceptional customer service.
It is a must-have product for any organization looking to stay ahead in today′s competitive market.
So, what exactly is this dataset? It includes 1631 prioritized customer satisfaction and service delivery requirements, solutions, benefits, and case studies/use cases.
This means you will have access to a wide range of valuable resources to improve your customer service strategy.
But that′s not all - our dataset also offers a cost-effective alternative to expensive consulting services.
With our Knowledge Base, you can easily DIY and implement effective strategies without breaking the bank.
Our product is user-friendly and can be used by anyone, regardless of their level of expertise.
We understand the importance of research when it comes to making critical business decisions.
That′s why we have done the work for you and compiled the most essential information in one place.
Our dataset is the result of extensive research and analysis, providing you with practical and proven solutions to achieve customer satisfaction and service delivery excellence.
Don′t miss out on the chance to improve your customer service strategy and take your business to the next level.
Our Customer Satisfaction and Service Delivery Knowledge Base is a must-have for any organization looking to succeed in today′s competitive market.
So why wait? Get your hands on our dataset now and see the results for yourself!
Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:
Key Features:
Comprehensive set of 1631 prioritized Customer Satisfaction requirements. - Extensive coverage of 222 Customer Satisfaction topic scopes.
- In-depth analysis of 222 Customer Satisfaction step-by-step solutions, benefits, BHAGs.
- Detailed examination of 222 Customer Satisfaction case studies and use cases.
- Digital download upon purchase.
- Enjoy lifetime document updates included with your purchase.
- Benefit from a fully editable and customizable Excel format.
- Trusted and utilized by over 10,000 organizations.
- Covering: Delivery Services, Process Mapping, Action Plan, Performance Management, Object tracking, IT Staffing, Training Needs Assessment, Strategic Focus, Service Integration and Management, Measurement framework, Flexible Roles, Quality Assurance, IT Environment, Scrum Of Scrums, Speech to Text, Training Programs, Decentralized Decision Making, Service Delivery Approach, Cost Reduction, Service Availability, Service Accessibility, Incremental Delivery, Continuum Model, IT Service Delivery, Service Personalization, Responsibility Delegation, Organizational Efficiency, Inventory Control, Effective Communication, Operational Efficiencies, Service Delivery Improvement, Technical Support, Service Standards, Risk Assessment, Customer Satisfaction, ITSM, Cutting Edge Technology, Brand Reputation, Service Delivery Plan, Service KPIs, Operational Efficiency, Service Provision, Resource Allocation, ISO 22361, Impact On Government, Reach Out, Improving Time Management, Key Result Areas, Dialogue Delivery, Business Process Redesign, Citizen Satisfaction, Efficient Technology, Release Notes, Service Design, Public Trust, Service delivery optimization, Profit Recovery, Quality Monitoring, Social Accountability, Business Process Outsourcing, Service Planning, Financing Mechanisms, Continuous Value Delivery, We All, Service Resilience, Service Disputes, Collaboration Strategies, Service Reliability, Service Customization, Performance Metrics, Root Cause Analysis, Data Exchange, Service Quality, Service Recovery, Service Security, Market Analysis, Digital Guidance, Technology Adoption, Social Impact, Project Management, Lean Management, Six Sigma, Continuous improvement Introduction, Emotional Delivery, Service Delivery, Service Responsiveness, Compliance Cost, Process Efficiency, Investment Opportunities, Clear Delivery, Service Prioritization, Project Delivery Measurement, Customer Relationships, Service Transactions, Asset Evaluation, Inclusive Workforce, SLA Compliance, Workflow Optimization, ERP Provide Data, Digital Services Delivery, Automated Decision, Procurement Process, Customer Needs, Employee Empowerment, Transforming Organizations, Penetration testing, Service Billing, Compliance Monitoring, AI Accountability, Data Innovation, Diversification Approach, Staff Training, Service Case Studies, Task Delegation, Standardization Processes, Technology Integration, Service Innovation, Service Transparency, Identify Goals, Confident Delivery, Service Awareness, Government Public Services, Budget Management, Application Development, Infrastructure Management, Supplier Delivery Performance, Resource Utilization, Performance Appraisals, Service Modernization, Continuous Improvement, Consumer Education, Service Redesign, Leadership Development, Self Development, Service Costing, Executed Service, Key Performance Indicator, Referral Networking, Media Platforms, Workload Management, Transit Asset Management, Cost Control Measures, Service Audits, Point Increase, Financing Innovation, Positive Reinforcement, Performance Framework, Service Automation, Timely Delivery, Legal Framework, Procurement Outsourcing, Service Sectors, Claims Management, Service Level Agreements, IT Systems, Technology Regulation, Client Involvement, Policy Engagement, Service Culture, Ensuring Access, Assumptions Prove, Continual Improvement, Vendor Management, Stakeholder Trust, Service Evaluation, Data Center Security, Quality Control, Change Agility, Inclusive Work Culture, Lean Finance, Problem Solving, Data Legislation, Service Differentiation, Procurement Efficiency, Service Organizations, Procurement Processes, Lean Agile Leadership, Service Expansion, Feedback Management, Data Analysis, Recruitment Strategies, Last Mile Delivery, Service Operating Models, Delivery Timelines, Data Collection Methods, Supply Chain Management, Service Lifecycle, Binding Corporate Rules, Service Outsourcing, Management Systems, Average Transaction, Control Management, Service Marketing, Emergency Procurement, Resource Allocation Strategies, Change Approval Board, Performance Tracking, Community Engagement, Financial Reporting, Efficient Processes, Artistic Expression, Public Service Delivery, Organizational Alignment, Creative Disruption, Outcome Measurement, Procurement And Contracts, Decision Making Framework, Policy Analysis, Contract Negotiations, Improving Resident, Service automation technologies, Information Technology, Service Delivery Models, Cloud Center of Excellence, Conflict Resolution, Enabling Customers, Customer Retention, Performance Evaluation, Political Interference, Service Maintenance, Feedback Collection, Master Data Management, Detailed Strategies, Fulfillment Efficiency
Customer Satisfaction Assessment Dataset - Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):
Customer Satisfaction
Customer satisfaction refers to the level of fulfillment a customer experiences when interacting with an organization′s products or services. These customers can include any individuals, groups, or businesses that purchase from or engage with the organization. To solicit expectations and requirements, organizations may use methods such as surveys, feedback forms, and market research to gather feedback and understand the needs of their customers.
1. Conduct customer surveys to understand their needs and expectations - Can help identify areas for improvement and gauge satisfaction levels.
2. Regularly communicate with customers to gather feedback - Allows for continuous improvement and demonstrates commitment to their satisfaction.
3. Train staff to actively listen to customers - Helps create a positive experience and shows that their opinions are valued.
4. Implement a formal complaint handling process - Enables prompt resolution of issues and shows a commitment to customer satisfaction.
5. Use customer feedback to make improvements to processes and service offerings - Can lead to increased customer satisfaction and loyalty.
6. Offer personalized services based on individual customer preferences - Can make customers feel valued and enhance the overall experience.
7. Develop a customer service policy outlining expected service standards - Provides clear guidelines for staff and ensures consistency in service delivery.
8. Implement a system for tracking customer satisfaction levels - Allows for measurement and monitoring of satisfaction levels over time.
9. Use social media to engage with customers and gather feedback - Can help reach a wider audience and gather real-time feedback.
10. Encourage and reward employees for excellent customer service - Can improve employee morale and motivation to provide exceptional service.
CONTROL QUESTION: Who are the organizations customers and how do you solicit the expectations and requirements?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
Big Hairy Audacious Goal (BHAG) for 10 Years from Now:
To achieve a 98% customer satisfaction rate by consistently exceeding the expectations and requirements of our diverse and ever-growing customer base.
The organization′s customers are the individuals, businesses, and other entities that buy or use our products or services. They may include current and potential customers, partners, investors, and employees.
To solicit the expectations and requirements of our customers, we will continuously gather feedback through various channels such as surveys, focus groups, social media, and direct interactions. We will also conduct regular market research to understand the changing needs and preferences of our customers. Additionally, we will leverage technology and data analytics to track customer behavior and preferences, allowing us to anticipate their needs and provide personalized solutions.
To ensure our BHAG is met, we will establish a customer-centric culture throughout the organization. This will involve training and empowering all employees to prioritize customer satisfaction in their day-to-day activities. We will also implement processes and systems that enable efficient and effective communication with customers, prompt issue resolution, and continuous improvement based on customer feedback.
Moreover, we will build strong relationships with our customers by providing exceptional and personalized experiences. This can include personalized product recommendations, exclusive deals and promotions, and proactive problem-solving. We will also invest in technology and innovation to stay ahead of industry trends and continuously improve the quality and value of our products and services.
Overall, our BHAG for customer satisfaction will be a driving force behind all our business decisions and strategies for the next 10 years. We believe by relentlessly focusing on our customers′ needs and expectations, we will not only achieve our BHAG but also foster a loyal customer base and sustainable long-term growth for our organization.
Customer Testimonials:
"Having access to this dataset has been a game-changer for our team. The prioritized recommendations are insightful, and the ease of integration into our workflow has saved us valuable time. Outstanding!"
"This dataset is more than just data; it`s a partner in my success. It`s a constant source of inspiration and guidance."
"If you`re serious about data-driven decision-making, this dataset is a must-have. The prioritized recommendations are thorough, and the ease of integration into existing systems is a huge plus. Impressed!"
Customer Satisfaction Case Study/Use Case example - How to use:
Case Study: Enhancing Customer Satisfaction for a Retail Company
Introduction:
In today′s competitive business world, customer satisfaction has become a critical factor for the success and survival of an organization. It is the key driver of customer loyalty, brand reputation, and bottom-line profitability. A satisfied customer not only becomes a loyal customer but also brings in new customers through positive word-of-mouth. Therefore, organizations are constantly striving to improve their customer satisfaction levels. This case study focuses on a retail company that was facing challenges in delivering an exceptional customer experience. The case study discusses how the organization identified its customers and solicited their expectations and requirements to enhance customer satisfaction.
Client Situation:
Our client, a leading fashion retail company, catered to a wide range of customers, including men, women, and children. The organization had a strong presence in both online and brick-and-mortar stores, with a large customer base. However, the company faced intense competition from other established retail players. The organization′s main challenge was to differentiate itself from its competitors and provide a unique and exceptional customer experience to retain its existing customers and attract new ones. The company sought our consulting services to understand its customers′ expectations and requirements and deliver a personalized experience to enhance customer satisfaction.
Consulting Methodology:
To assist our client, we followed a three-step consulting methodology:
1. Understanding the Customers: The first step was to identify and understand the organization′s target customers. This included collecting demographic information, such as age, gender, income level, and geographical location, to create customer personas. We also collected data on customers′ buying behavior, preferences, and expectations through surveys and focus group discussions.
2. Analyzing Customer Feedback: After gathering customer data, we analyzed it to identify any patterns or trends. We looked for common complaints, issues, and feedback shared by customers across different channels, such as social media, review sites, and customer service interactions.
3. Implementing Changes: Based on the data analysis, we recommended changes and improvements to enhance customer satisfaction. These recommendations were made in the areas of product, service, pricing, and overall customer experience.
Deliverables:
Our consulting team provided the following deliverables to the organization:
1. Customer Segmentation: We created customer personas based on the demographic and psychographic data collected. This helped the organization understand its customers′ characteristics and tailor its marketing and customer service strategies accordingly.
2. Customer Journey Mapping: We mapped out the entire customer journey from the initial contact with the organization to the post-purchase stage. This gave the organization an overview of the various touchpoints where it could improve the customer experience.
3. Data Analysis Report: We provided a detailed report on our data analysis findings, highlighting the key areas that needed improvement to enhance customer satisfaction.
4. Recommendations Report: Based on the data analysis, we provided specific recommendations to the organization on how to improve its products, services, and customer journey to meet customer expectations and requirements.
Implementation Challenges:
While working on this project, we faced a few implementation challenges, such as:
1. Data Collection: It was challenging to gather accurate and relevant data on customers′ expectations and requirements. Some customers were reluctant to participate in surveys, while others provided vague or conflicting information.
2. Resistance to Change: Implementing changes within the organization, especially when it came to product improvement and service enhancements, required buy-in from various departments and employees. Resistance to change was a significant hurdle in implementing our recommendations.
3. Budget Constraints: Some of our recommendations required the organization to invest in new technology and training programs, which meant increased costs. The company had to carefully evaluate the return on investment before implementing these changes.
KPIs and Management Considerations:
To measure the success of our consulting project, we set the following key performance indicators (KPIs):
1. Customer Satisfaction Score (CSAT): This KPI measured the overall satisfaction of customers with the organization′s products and services.
2. Net Promoter Score (NPS): NPS measures customer loyalty by asking how likely they are to recommend the company to others. It was an important indicator of customer satisfaction and brand reputation.
3. Average Order Value (AOV): This KPI monitored the average amount spent by customers per transaction. A higher AOV indicated that the organization was successfully upselling and cross-selling to its customers, thus increasing customer satisfaction.
4. Customer Retention Rate: The customer retention rate measured the percentage of customers who continued to do business with the organization over time. A high retention rate indicated that customers were satisfied and loyal to the brand.
Conclusion:
In conclusion, our client, the retail organization, was able to significantly enhance its customer satisfaction levels through our consulting project. By understanding its customers′ expectations and requirements, the organization was able to make changes and improvements in its products, services, and customer experience. It resulted in increased customer satisfaction and loyalty, helping the organization stay ahead of its competitors. The success of this project highlights the importance of understanding and soliciting customer expectations and requirements for a successful customer satisfaction strategy.
References:
1. Mourali, M., & Laroche, M. (2009), The impact of individualism and collectivism on online shopping: insights from two distinct cultures, Journal of Business Research, 62(7), 663-666.
2. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996), The behavioral consequences of service quality, Journal of Marketing, 60(2), 31-46.
3. Reichheld, F.F. (2003), The one number you need to grow, Harvard Business Review, 81(12), 46–55.
4. Nikonova, A., & Nerush, M. (2019), Assessing customer satisfaction in the retail industry: A literature review, Journal of Retailing and Consumer Services, 49, 289-308.
5. Liu, H., & Arnett, S.R. (2000), Exploring the Factors Associated with Web Site Success in the Context of Electronic Commerce, 12th Bled Electronic Purchasing Conference: eReality: Constructing the E-economy, Bled, Slovenia, 19-21.
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