Abstract
Electronic commerce is having an exponential growth. In consequence, it is presence in various economics areas increases, even in many cases sales channels are being replaced by online channels. Despite this, the expansion of online website is not enough for the customers since companies do not see a good shopping experience as priority. This means they do not finalize the purchase or a future purchase due to a bad experience. On this basis, this study suggests a maturity model that gauges the E-commerce customer experience, using emotions, metrics and tactics. The maturity model application in a Small and Medium Enterprise of the retail area showed its simple and practical use.
Original language | English |
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Title of host publication | Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 |
Publisher | Institute of Electrical and Electronics Engineers Inc. |
ISBN (Electronic) | 9781728136462 |
DOIs | |
State | Published - Aug 2019 |
Event | 26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 - Lima, Peru Duration: 12 Aug 2019 → 14 Aug 2019 |
Publication series
Name | Proceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 |
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Conference
Conference | 26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 |
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Country/Territory | Peru |
City | Lima |
Period | 12/08/19 → 14/08/19 |
Bibliographical note
Publisher Copyright:© 2019 IEEE.
Keywords
- Customer Journey
- Customer experience
- Ecommerce
- Maturity model
- Web analytic