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The EBS management model: an effective measure of e-commerce satisfaction in SMEs in the service industry from a management perspective

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Abstract

While many electronic commerce (e-commerce) systems have been successfully adopted in businesses across a number of different industries, a significant number have failed, especially in small and medium enterprises (SMEs). It is therefore necessary to explore new methods to describe and measure e-commerce success from a business perspective.

Using the fifteen critical success factors (CSFs) obtained from previous works as a foundation, this continuing research explored an EBS Management Model categorised into five components including Marketing, Management Support & Customer Acceptance, Web Site Effectiveness & Cost, Managing Change, and Knowledge & Skills. Further research is needed to determine the weighting of these CSFs and components as a yardstick so that this EBS Management Model, as an established practical model, can be adopted by business managers for the pursuit of e-commerce success, and assist service industry SMEs in effectively adopting e-commerce systems using a business-focused approach.

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Authors and Affiliations

  1. Central Queensland University, 400 Kent St., Sydney, NSW 2000, Australia

    Mingxuan Wu & Ergun Gide

  2. Central Queensland University, 11/29 Alison Rd., Wyong, NSW 2259, Australia

    Rod Jewell

Authors
  1. Mingxuan Wu
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  2. Ergun Gide
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  3. Rod Jewell
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Correspondence to Mingxuan Wu.

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Wu, M., Gide, E. & Jewell, R. The EBS management model: an effective measure of e-commerce satisfaction in SMEs in the service industry from a management perspective. Electron Commer Res 14, 71–86 (2014). https://doi.org/10.1007/s10660-013-9127-y

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  • DOI: https://doi.org/10.1007/s10660-013-9127-y

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