ABSTRACT
Online grocery shopping is expected to grow significantly in the next few years. It is important for online merchants to ensure customer satisfaction in order to increase customer loyalty and attract new customers. However, few studies have been undertaken to assess the performance of online stores in terms of meeting customers’ expectations. The study described in this chapter employs the Extended Web Assessment Method (EWAM), an evaluation tool specifically created for the assessment of electronic commerce applications. It was used to assess a number of online grocers in Australia and Switzerland and to identify their strengths and weaknesses. General expectations of customers in online grocery shopping and opportunities to improve customer satisfaction were explored and highlighted. In general, the findings show that Web sites in both countries do not fully meet the expectations of customers.
