Title

Benefits, impediments and critical success factors in B2C e-business adoption

Date of this Version

11-1-2005

Document Type

Journal Article

Publication Details

Interim status: Citation only.

Dubelaar, C., Sohal, A. & Savic, V. (2005). Benefits, impediments and critical success factors in B2C e-business adoption. Technovation, 25(11), 1251-1262.

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© Copyright, 2004. Published by Elsevier Ltd.

Abstract

This paper reports the results of a study carried out to assess the benefits, impediments and major critical success factors in adopting business to consumer e-business solutions. A case study method of investigation was used, and the experiences of six online companies and two bricks and mortar companies were documented. The major impediments identified are: leadership issues, operational issues, technology, and ineffective solution design. The critical success factors in the adoption of e-business are identified as: combining e-business knowledge, value proposition and delivery measurement, customer satisfaction and retention, monitoring internal processes and competitor activity, and finally building trust. Findings suggest that above all, adoption of e-business should be appropriate, relevant, value adding, and operationally as well as strategically viable for an organization instead of being a result of apprehensive compliance.

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This document has been peer reviewed.