An Exploratory Research to Formulate the Web-Customer Satisfaction in terms of Digital Business Model

Internet has provided a freeway to organizations from traditional business model to e-commerce to market, advertize, and commerce around the globe. The increasing Internet penetration rates have transformed the e-commerce business model to digital business model, also called eBusiness. It is found that web-customers and their behavioral patterns often differ from customers with traditional purchasing behavior. In the present Internet generation, organizations may need to go beyond website performance in order to build their overall customer satisfaction. In the hospitality and tourism industry, organizations need to create value and build relationships with its customers that go beyond e-commerce. Considering the recent developments in this digital business model, the objective of this study is to conduct an exploratory research that depicts the variables that may have significant influence on the web-customer satisfaction. This study aims to conduct an exploratory research through literature search for formulating the model for web-customer satisfaction.