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Longitudinal assessment of Web retailers: Issues from a consumer point of view

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Abstract:

Presents results of a study to investigate reliability and consistency of e-tailer site features when used by a browser/shopper over time. Sites are assessed for information (product, personal, company); product (search, currency, pricing); ordering (online, help, security); user friendliness; format interactivity; and homepage updates. It was found that the sites presented varied results. Discusses implications for a browser/shopper and long-term loyalty.

Keywords: Consumer Attitudes; Internet; Retailing; Surveys; Usa

Document Type: Research Article

DOI: https://doi.org/10.1108/13612020210429476

Publication date: 2002-06-01

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