Faculty of Computing, Health and Science
School of Computer and Information Science
In e-commerce, customers have become Information System users. In this environment of non-mandatory usage, remote, untrained users need to quickly feel comfortable and satisfied with a site encounter. Throughout the literature for four decades, a commonly cited factor pertaining to system success has been user participation in the systems development process. Among other things this is likely to lead to increased user satisfaction and the perceived usefulness of the application. This study uses findings from thirty cases of recently completed e-commerce sites in which project leaders accounts of customer participation in e-commerce development activities are analysed, along with their perceptions of success, as well as those of customers of the sites. The business need for a rewarding customer experience on an ecommerce site would suggest customer input would substantially infiuence the site design. The study finds that although participation by customers in developmental activities is occurring, it is having little infiuence on the design and success of the site.