Main Article Content
Abstract
The rapid rise of e-commerce has enabled intense competition in this segment. The first interaction point of the customer with the e-commerce player is the firm’s website. Therefore, the firm needs to have a user friendly and attractive website. This research identifies various quality factors of a website which are perceived by the customers. The customer is also evolving along with time. The augmented product features provided to the customer earlier has now become core features. Similarly, the customer is also not looking only being satisfied but is interested being delighted by the e-commerce players. The research examines the role of surprise in delighting the customer.