Assistant Professor, Shaheed Bhagat Singh College (M), University of Delhi
Online published on 2 September, 2015.
Web sites are a critical component of the rapidly growing phenomenon of e-commerce. As the expectations of online shoppers rise, the need for measuring their satisfaction becomes unavoidable. Various scholars tried to define esatisfaction and developed the instruments to measure the e-satisfaction. But there is little work done in the area of critically examine the available e-satisfaction literature. The present study is a small step towards filling the gap in the area of e-satisfaction. Authors tried to identify the problems in defining and measuring e-satisfaction and also offer scope for future research.
Customer satisfaction, E-satisfaction, Web site quality, instrument, E-satisfaction measure
