Does the Customer Know Best? The Results of a Survey on E-Commerce Development

Julian Terry
InSITE 2008  •  Volume 8  •  2008
This study surveys forty four project leaders of recently completed e-commerce sites regarding customer participation in e-commerce development activities. Throughout the literature for four decades, a commonly cited factor pertaining to system success has been user participation in the systems development process. The business need for a rewarding customer experience on an e-commerce site would suggest customer input would substantially influence the site design. The study finds that participation by customers in developmental activities is occurring, but at a less than anticipated rate and resulting in little influence on the design of the site.
User participation, project management, electronic commerce, systems development
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