PirMehr Ali Shah

Arid Agriculture University, Rawalpindi

Office of the controller of Examinations
Mid Exam / FALL 2020 (Paper Duration 24 hours)
To be filled by Teacher

Course No.: MGT 644 Course Title: Introduction to E-Commerce

Total Marks: Date of Exam: 11/12/2020
Degree: Semester: BBA 7th Section:
Marks

Q.No. 1 2 3 4 5 6 7 8 9 10 Obtained/

TotalMarks

Marks

Obtained

Total Marks in Words:

Name of the teacher: Dr. Muhammad Asif Zaheer

Who taught the course: Signature of teacher / Examiner:

To be filled by Student

Registration No.: 17-arid-5173 Name: Salman Ali khan

Answer the following questions (not exceeding 10 lines) after reading carefully assigned material
which I have already emailed all of you. Avoid copy paste and be aware of plagiarism.

Q.No.1 Briefly explain Business to Consumer (B2C) in perspective of electronic Commerce in your own
words (Only from assigned material). (Marks 06)
Answer:
Business-to-Consumer electronic commerce contracts along with the pair Web-based information
systems and marketing activities. The propose of Web-based and marketing literature is the study of
research model for understanding the factors of website quality dimensions (system quality, information
quality, and service quality) on customer satisfaction.
In 2002 Ranganathan and Ganapathy explaine the business-to-consumer electronic Commerce (B2C e-
commerce ) model. According to them the companies and customers perform /do online commerce via
Internet based technologies. The expansion of B2C e-commerce activities has constructed /made a need
to understand how and why users participate in e-commerce. In 2002 Hong et la also explained the
business-to-consumer. He says that the basic determinats that put a website’s success alone /separately
are high-level information systems (IS) design and marketing services in gaining customer knowledge
and satisfaction. Online retailers many increase customer satisfaction and loyalty by providing many
advantages such as a variety of product information, customized, and competitive priceing.
In 1980 westbrook expressed that the customer satisfaction is a measure of a customer’s subjective
estimation of any outcome or experience connected with the purchase of product for online retailers,
customer satisfaction often leads to favourable results, such as improved customer retention, positive
word of the month and increase profit. (zeithaml, 2000).
In the context B2C e-commerce it is very important for online retailers, to understand customer
requirements and to describe the factors effecting customer satisfaction.
There are three stages of B2C e-commerce which are classified according to the website features of
online retailers, presale, online sales and after-sales.

Presale: This stage contains the online retailer's, efforts to attract customers by providing product and
price - related information to reduce customers search costs. In this stage orders and payment made
electronically.

Q.No.2 Write down the organization/Industry and region where study was conducted and findings in
your own words (Only from assigned material). (Marks 06)
Answer:
The study was conducted in Hsiu-Fen line, Department of shipping and transportation management,
National Taiwan ocean University, keelung, Taiwan, Rupublic of China.
The study evaluate that the information system (IS) and marketing perspectives about customer
satisfaction. This study checked that how website quality dimensions ( system quality, information
quality, and service quality) affect customer satisfaction.
System quality, containing website design and interactivity, were establish to be significant factors of
customers satisfaction. The website design has the stronger impact on customer satisfaction as compare
to interactivity with online retailers. This finding expresses that website system design oriented variable,
such as website design, reliability, access and convenience of use are the primary determinants in
measuring customer perceptions of website performance. This study also says that online interactivity is
connected with customer satisfaction in the B2C e-commerce marketplace. This finding says that
suitable feedback mechanisms and purchase possibilities demand to be provided in order to pull and
maintain customer interest at online retailers. This finding state that to satisfy /fulfill customer's
information needs, online retailer should provide up-to-date, correct, useful, and complete information
on their website. Also the security of online transactions is a censorious quality that affects customer
satisfaction. This finding is dependable with the previous conversation that found transaction security as
playing a major role in influencing customer attitudes about online shopping. This implies that
employing secure modes for online transaction helps increase levels of customer satisfaction, resulting
in increased customer retention.
In this research modal there are three services quality variable are checked, trust demonstrated the
higher effect on customer satisfaction. In 2000, Genfen establishe that trust is a factors of e-service
performance and identified trust as a key driver of customer satisfaction.
In 2002, McKnight et la state that in order to enhance the service quality of Internet shopping to
customer's demands, online retailers should strengthen customer trust beliefs, such as competence,
benevolence, and integrity to overcome the negative perceptions regarding the transaction uncertainty.
This finding strength be the source by the fact that customers expect high awareness from the quick
delivery of products, but strength allow slower financial transactions if some transactions have
increased security. This study was state by van Riel et la in 2001. This study increases the B2C e-
commerce literature with various contributions. First, this study theorizes the dealing between website
quality dimensions (system quality, information quality, and service quality) and customer satisfaction.
Second the context of of B2C e-commerce, this study is an integration of IS and marketing views in order
to investigate empirically the importance and implications of website quality dimensions.

Q.No.3. Write down the concluding remarks in your own words (Only from assigned material).
(Marks 06)
Answer:
Business-to-consumer electronic commerce deals with both Web-based informationsystems and
marketing activities. Based on the information systems and marketing literature, this study proposes a
research model for understanding the influences of website quality dimensions on customer
satisfaction. This study research the information system and marketing viewpoint with respects
customer satisfaction. Completely how website quality dimensions effect customer satisfaction is also
examined. Business - to - consumer (B2C) is typically used to refer to online retailers who sell products
and services to consumers through the Internet. Online B2C became a threat to traditional retailers,
who profited from adding a markup to the price. Business - to - consumer e-commerce through which
which the peoples buy and selling products through Internet.
User manipulation and utilization of the information provided through a website is significantly
influenced by levels of interactivity. The features of a website interface are an attractive medium for
interaction between an online retailer and its customers. Moreover, customers should be provided with
a feedback mechanism through an e-mail link or frequently-ask-questions (FAQ) section for
productrelated information. Based on the customers’ choices and actions, online retailers providing
real-time services and personalized information to customers may become a source of competitive
advantage to gain customer’s repeats visits and satisfaction. This study adapted the measures used to
operationalize the constructs included in the investigated model from IS and marketing literature,
making minor wording changes to tailor these measures to the B2C e-commerce context.