E-shoppers buy big, but are they happy?

[mandy]

A trio of Alabama professors, however, are looking beyond total sales and examining customer service and satisfaction - two critical elements for the success of any retailer...

Some online goods and services have a wider margin of error than others, Holloway says. For example, businesses that ship living items such as plants and animals are more likely to result in an unhappy shopper...

While the research shows that customers have grown more confident about their security online and that Web sites in general have become more user friendly, shoppers still find problems with timely and accurate delivery...

full article: http://birmingham.bizjournals.com/birmin...tml?page=1

[amy]

some factors contributing to buyer satisfaction:

delivery
order processing
Web site design elements
security and privacy
product offerings (value and selection).