The customer experience maturity model in the e-commerce processes

Diego Torres-Davila, Julio Porles-Arevalo, David Santos Mauricio Sanchez

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

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 languageEnglish
Title of host publicationProceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019
PublisherInstitute of Electrical and Electronics Engineers Inc.
ISBN (Electronic)9781728136462
DOIs
StatePublished - Aug 2019
Externally publishedYes
Event26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019 - Lima, Peru
Duration: 12 Aug 201914 Aug 2019

Publication series

NameProceedings of the 2019 IEEE 26th International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019

Conference

Conference26th IEEE International Conference on Electronics, Electrical Engineering and Computing, INTERCON 2019
CountryPeru
CityLima
Period12/08/1914/08/19

Keywords

  • Customer experience
  • Customer Journey
  • Ecommerce
  • Maturity model
  • Web analytic

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