The EBS management model : an effective measure of e-commerce satisfaction in SMEs in the service industry from a management perspective

While many electronic commerce (e-commerce) systems have been successfully adopted in businesses across a number of different industries, a significant number have failed, especially in small and medium enterprises (SMEs). It is therefore necessary to explore new methods to describe and measure e-commerce success from a business perspective. Using the fifteen critical success factors (CSFs) obtained from previous works as a foundation, this continuing research explored an EBS Management Model categorised into five components including Marketing, Management Support & CustomerAcceptance, Web Site Effectiveness & Cost, Managing Change, and Knowledge & Skills. Further research is needed to determine the weighting of these CSFsand components as a yardstick so that this EBS Management Model, as an established practical model, can be adopted by business managers for the pursuit of e-commerce success, and assist service industry SMEs in effectively adopting e-commerce systems using a business-focused approach.