A study of e-commerce business satisfaction model to measure e-commerce success in service SMEs

For the last ten years, while many e-commerce systems have been successfully adopted in businesses across different industries, a significant numbers have failed, especially in small to medium enterprises (SMEs). Most research-to-date on adoption of e-commerce systems is based on customer satisfaction in literature review. No previous studies have been found in the area of business satisfaction with e-commerce systems. This research aims to fill this gap by developing an effective measure of e-commerce success from a business point of view, termed e-commerce business satisfaction (EBS). This study entails the analysis of various critical success factors (CSFs) in e-commerce success with the aim of using them as benchmark performance indicators to underpin a comprehensive framework for measuring EBS in services SMEs. This paper describes the existing knowledge on satisfaction with e-commerce systems, gives the definition of EBS, and provides a research model for analysing EBS based on Gide & Wu's proposed EBS model. Finally, a number of CSFs based on the initial research are provided for the further research stages.