Y


 

 
    !"
‡ Lifestyles

  
   ‡ Purchase
 
 ‡ Post-Purchase

    !"
]
 ‡ Straight Rebuy
‡ Modified Rebuy
‡ New Purchase
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‡ Pre-purchase
‡ Purchase
‡ Post-purchase
] 
‡ Problem recognition
‡ Information search
‡ Evaluation of alternatives
] 
‡ Personalization
‡ Privacy concerns
‡ Security concerns
‡ Trust
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‡ A customer might require a number of visits to
the web site before deciding to purchase from
the site
Ł Directed purchase visits
Ł Search and deliberation visits
Ł Hedonic browsing visits
Ł Knowledge building visits
] ] 
‡ Web self-service
Ł Content-based services
ë Static information
Ł Transaction-based services
ë Dynamic information
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Online Experience in the United States That Is Better in 2001 Than It

Was in 2000 (as a % of online users who think that it is ³somewhat´ or
³much´ better)

Shopping for or buying products 46 %

Conducting financial transactions 37 %

Obtaining customer service/support 35 %

Obtaining online statements/billing 33 %

Making travel arrangements 24 %