Volume 10 Number 5 (May 2015)
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JSW 2015 Vol.10(5): 524-537 ISSN: 1796-217X
doi: 10.17706/jsw.10.5.524-537

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

Fahad Algarni1*, Yen Cheung1, Vincent Lee1, Azmat Ullah2
1Clayton School of Information Technology. Monash University, Melbourne, Australia.
2La Trobe University, Department of Computer Science and Computer Engineering, Melbourne, Australia.

Abstract—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.

Index Terms—Business performance, customer satisfaction, e-business, e-business liveability.


Cite: Fahad Algarni, Yen Cheung, Vincent Lee, Azmat Ullah, "Customer Satisfaction: Moderator of e-Business Performance and e-Business Liveability," Journal of Software vol. 10, no. 5, pp. 524-537, 2015.

General Information

ISSN: 1796-217X (Online)
Frequency:  Bimonthly (Since 2020)
Editor-in-Chief: Prof. Antanas Verikas
Executive Editor: Ms. Yoyo Y. Zhou
Abstracting/ Indexing: DBLP, EBSCO, Google Scholar, ProQuest, INSPEC(IET), ULRICH's Periodicals Directory, WorldCat, etc
E-mail: jsw@iap.org
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