Beneﬁts, impediments and critical success factors in B2C E-business adoption
Chris Dubelaar, Amrik Sohal*, Vedrana Savic
Department of Marketing, Faculty of Business and Economics, Monash University, P.O. Box 197, Caulﬁeld East, Vic. 3145, Australia
Abstract This paper reports the results of a study carried out to assess the beneﬁts, impediments and major critical success factors in adopting business to consumer e-business solutions. A case study method of investigation was used, and the experiences of six online companies and two bricks and mortar companies were documented. The major impediments identiﬁed are: leadership issues, operational issues, technology, and ineffective solution design. The critical success factors in the adoption of e-business are identiﬁed as: combining e-business knowledge, value proposition and delivery measurement, customer satisfaction and retention, monitoring internal processes and competitor activity, and ﬁnally building trust. Findings suggest that above all, adoption of e-business should be appropriate, relevant, value adding, and operationally as well as strategically viable for an organization instead of being a result of apprehensive compliance. q 2004 Published by Elsevier Ltd.
Keywords: B2C adoption; E-business; Critical success factors; B2C beneﬁts; B2C impediments
1. Introduction Organizations adopt e-business for several reasons and perceived beneﬁts. Some of these beneﬁts include better management of information, better integration of suppliers and vendors, better channel partnership, lower transaction costs, better market understanding, and expanded geographical coverage (Damanpour, 2001). Typically, successful exploitation of e-business requires making a creative link between an organization’s strategy and the technology that supports it, and managing pervasive information and communication technology applications that are increasingly... [continues]
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