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Technology as a Black-box in E-business and its impact on Customer Satisfaction: Major Corporate Sector of Islamabad Areas, Pakistan


  • Abeeha Batool

    () (York University (Schulich School of Business), Toronto, Canada)

  • Schehar Bano

    () (MS Scholar, Iqra University Islamabad, Pakistan)

  • Dr. Muhamamd Aslam Khan

    () (Associate Professor, Preston University Islamabad,Pakistan)

  • M. Naveed Akhtar

    () (Assistant Professor, University of Management and Technology, Lahore, Pakistan)

  • Almana Naeem

    () (MS Scholar, Preston University Islamabad, Pakistan)

  • Bariha Batool

    () (McMaster University, Hamilton, Ontario, Canada)


E-business is attaining significant importance in the wake of technological advent and increased customer preferences. This paper therefore, endeavors to ascertain the effect of e-business environment whereby web service quality (WSQ) with its components of perceived risk, website contents and service convenience has been analyzed on two dependent variables Behavioral Intention (BI) and Customers Satisfaction. Relations of service convenience (SC) and perceived risk (PR) on behavioral intention have also been analyzed. The relation of these variables has been analyzed through empirical study in the corporate sector of Islamabad areas, Pakistan. Regression analysis of PR, WC and PCS on WSQ reveals that R square of the components of is 92 % with significantly high beta coefficient of variables except website contents. R Square of PR, WA, SN and WSQ on BI remains 50%, however, strength of relations of WSQ and WA remains marginally negative. It is recommended that use of technology in E-business would greatly contribute towards customer satisfaction; therefore, business entities to accord due priority to the technology.

Suggested Citation

  • Abeeha Batool & Schehar Bano & Dr. Muhamamd Aslam Khan & M. Naveed Akhtar & Almana Naeem & Bariha Batool, 2011. "Technology as a Black-box in E-business and its impact on Customer Satisfaction: Major Corporate Sector of Islamabad Areas, Pakistan," Far East Journal of Marketing and Management, Far East Research Centre, vol. 1(4), pages 28-53, December.
  • Handle: RePEc:fej:artcal:v:1:y:2011:i:4:p:28-53

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    References listed on IDEAS

    1. Ha, Sejin & Stoel, Leslie, 2009. "Consumer e-shopping acceptance: Antecedents in a technology acceptance model," Journal of Business Research, Elsevier, vol. 62(5), pages 565-571, May.
    2. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    3. Hausman, Angela V. & Siekpe, Jeffrey Sam, 2009. "The effect of web interface features on consumer online purchase intentions," Journal of Business Research, Elsevier, vol. 62(1), pages 5-13, January.
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    More about this item


    E-business; service convenience; subjective norms web-site contents and quality; behavioral intention and customer satisfaction.;

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration


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