Customer Satisfaction: Moderator of e-Business Performance and e-Business Liveability

摘要

With increased customer power, a way of doing successful and sustainable e-business is to understand users’ satisfaction, which drives e-business performance. At the same time, countries are applying liveability and benchmarking indices to make comparisons between cities. While there is no established framework or definition of liveability, a wide range of liveability measures such as political, economic social environment; public services; transportation; housing and consumer goods are used to rank countries/cities in the world in terms of their liveability. Drawing from the literature, we formulated a generic framework that comprises the antecedences of e-business customer satisfaction, which moderates the relationship between e-business performances to e-business liveability. Previous findings suggested that high levels of e-business performance were driven by strong customer satisfaction. Using the generic framework we aim to establish the moderating effect of e-business customer satisfaction on the e-business performance and e-business liveability link. Our initial results show that high e-business customer satisfaction leads indirectly to high e-business liveability. Further work involves testing the framework in other environments to validate the moderation effects.