Measuring Costs/Benefits of E-Business Applications & Customer Satisfaction

Abstract

Businesses need to measure the costs and benefits associated with an E-business application. As E-business applications are connecting directly to two critical business constituencies: customer and employee, customer satisfaction has become a criterion to measure the application success. This paper described a research project that identifies cost and benefit factors of E-business applications and explores the correlation between customer satisfaction and relevant cost/ benefit factors. The research is based on two respective surveys: customer oriented and business oriented.