COMPARISON OF USER SATISFACTION OF E-COMMERCE WEBSITES BY THE ANALYTIC NETWORK PROCESS

Abstract

This study proposes a model for comparing the customer satisfaction indices of two or more ecommerce competitors in order to select the most preferred website in a specific context. The importance of customer satisfaction factors from the user’s point of view were calculated in the specific context of ecommerce. This study takes a new step towards integrating satisfaction literature by proposing a model for ranking the American Customer Satisfaction Index (ACSI) factors based on users' expectations about different online contexts. Hence, the approach provides a new way to compare customer satisfaction among e-business competitors. The suggested model was shaped by merging the Analytic Network Process (ANP) approach with the ACSI for ecommerce. The model tested two Iranian e-recruitment websites through a survey designed and conducted via emails to those who had used both web sites. Subsequently, the relative importance of the factors was determined, and finally e-recruitment websites were compared with each other. As a result, the most preferred website with respect to different ACSI factors was chosen and the relative importance of each ACSI factor considering the influence it had on the use of the e-recruitment website and user satisfaction was identified. http://dx.doi.org/10.13033/ijahp.v5i2.180