Research Publications

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Start date: 2021Subject: search.filters.subject.E-commerce

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Now showing 1 - 5 of 5
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    PublicationEmbargo
    E-commerce success redefined: integrating information systems and customer empowerment for e-customer engagement
    (Emerald Publishing, 2026-03-17) Boyagoda, G; Thalagala, S.M; Pathirana, S.L; Jeewantha, S; Wisenthige, K
    Purpose – This study aims to explore the impact of system quality, information quality, service quality and customer empowerment on customer satisfaction and e-commerce success in Sri Lanka, focusing on Millennials and Generation Z. By integrating the DeLone and McLean Information Systems Success (D&M ISS) model with customer empowerment theory, the research seeks to provide insights into the key drivers of e-customer engagement in e-commerce. Design/methodology/approach – A structured questionnaire was used to collect data from 413 respondents employing the purposive sampling technique. The data collection instrument comprised 32 questions related to system quality, information quality, service quality, customer empowerment and customer satisfaction, as well as demographic questions. The data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). Findings – The results revealed that the system quality, information quality and service quality significantly influence customer satisfaction and intention to use the system in the context of e-commerce, which leads to higher customer engagement. Furthermore, the findings substantiate the crucial role that customer empowerment plays in terms of increasing customer satisfaction. Research limitations/implications – This study focuses on Millennials and Generation Z e-customers in Sri Lanka. It provides insights into this demographic, but does not capture the diverse cultural and technological landscape of the entire country. The study examines Information System (IS) dimensions and customer empowerment, excluding other significant variables like overall customer engagement. Self-reported data may introduce biases, and future research with larger sample sizes and different methods could improve the validity. Focusing on four selected online shopping platforms may limit the applicability as the e-commerce landscape is continuously evolving. Practical implications – The findings offer guidance to e-commerce businesses and policymakers to enhance their digital services and customer satisfaction. Businesses can improve their system quality with intuitive designs, offering accurate information to boost engagement and deliver excellent service quality. Initiatives such as interactive tools, loyalty programs and tailored support can empower customers, fostering a stronger impact. Policymakers can support e-commerce growth by improving regulations and providing training programs. These measures contribute to a more efficient and satisfying online shopping experience, driving long-term customer loyalty and business growth. Social implications – The research emphasises the role of customer empowerment in fostering customer engagement, contributing to the growth of the digital economy and enhancing online shopping experiences. Originality/value – This research enhances the academic understanding of e-commerce success by strengthening the DeLone and McLean Information Systems Success model by adding the concept of customer empowerment. This unique improvement is applied in the context of Sri Lanka, an emerging market with its own socio-economic characteristics. This addition provides new insights into key factors affecting e-customer engagement in the e-commerce sector.
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    PublicationOpen Access
    Bridging the chatbot connection: the role of AI-driven chatbot affordances in e-commerce purchase intentions
    (Emerald Publishing, 2025-10-05) Yatawara, K.M.B; Sampath, T; Kalupahana, P.L; Rathnayake, S.O; Jayasuriya, N; Rathnayake, N
    Purpose – This paper explores how AI-driven chatbots, using social support and affordance theories, influence consumer behavior and purchase intentions (PIs) in e-commerce, addressing challenges like limited understanding and security concerns. Design/methodology/approach – A quantitative study was conducted to collect data from 385 customers who had interacted with AI-driven chatbots on e-commerce platforms. Purposive sampling was employed to ensure the relevance of the respondents. Partial least squares-structural equation modeling (PLS-SEM) analysis was performed using SmartPLS 4 to test the hypothesized relationships and analyze the data. Findings – The results show a small direct effect of chatbot affordances on PI, with stronger indirect effects via customer satisfaction (CS) and trust. Notably, trust does not directly influence PI, suggesting a reliance on word-of-mouth. Customer engagement (CE) plays a minor mediating role, highlighting the importance of emotional and experiential factors. Originality/value – This pioneering study within the Sri Lankan context addresses the underexplored area of AI-driven chatbots and their influence on PI. Additionally, the study provides nuanced insights into the mediating mechanisms of CS, trust and engagement in the relationship between chatbot affordances and PI.
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    PublicationOpen Access
    “Rolance” A Web-Based Platform Connecting Local Printing Shops with Customers for Customized Print Solutions
    (SLIIT City UNI, 2025-07-08) Kothalawala, K. D.D.D; Gallage, H
    This paper introduces Rolance, a web-based marketplace platform that bridges the gap between local printing shops and customers, enabling personalized and costeffective print-on-demand services. Unlike global platforms that prioritize local printing shops to provide their services to mass customer base locally. Rolance integrates local businesses, reducing shipping costs and delivery times while supporting small-scale entrepreneurs. Another specialty is there are two options to customer as sell their own design publicly through is platform or use their designs to personal scenarios. So, there is an opportunity for customers to earn extra income by selling their designs online. If customers need to print their design for their personal purpose, users can directly connect with local printing shops and place order online. This system has three types of user roles those are admin, customer and shop owner. As an extra feature there is a design canvas that allows us to make designs though the platform while collaborating with others by giving permissions to join the designing process for selected users. Each role has a separate dashboard with role specific set of operations. System testing was done by using Google lighthouse, Semgrap, Trivy, user feedback and manually testing through test case report to ensure system met required performances, security strands and system functional requirements and objectives. The final deployed system successfully met all system objectives while ensuring system useability, scalability, maintainability and performance.
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    PublicationEmbargo
    A Fly in the Ointment; Undue Liability on E-commerce Platforms
    (Faculty of Humanities and Sciences, SLIIT, 2022-09-15) Rajaguru, K
    Trade is now largely internet-centric, meaning internet is the medium through which most commercial transactions take place in today’s (information) economy. E-commerce has not only provided a greater market, but it also has changed the way businesses operate. This is indeed a platform economy. E-commerce is considered one of the main drivers of recent economic and social developments globally. In Sri Lanka e-commerce is emerging and in its infancy. The industry is currently expected to be operating within the margin of the law and selfregulated. In the absence of a separate law for e-commerce, e-commerce platforms (ecommerce marketplaces) meaning digital storefronts that connect sellers and customers to transact online, are exposed to a higher risk of being unreasonably penalized by applying the existing laws without mitigation. On the other hand, the platform users are left in a desperate situation with no remedy for harm caused. This article explores the responses of advanced jurisdictions such as China, the EU and the USA which are giant e-commerce markets, regarding platform liability. This study concludes that facilitating a business-enabled environment with holistic and innovative strategies that are aligned with social and economic status of the country with a businessfriendly legal landscape that matches the reality of the industry is imperative.
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    PublicationOpen Access
    Critical factors influencing online consumer preference towards cash on delivery method in Sri Lanka
    (UD Publication, 2021-02-04) Karunarathna, N
    With the rapid technological advancements, E-commerce deliveries in Sri Lanka have been flourishing tremendously. However, payments have still been identified as one of the main obstacles to the developments of the E-commerce sector. The Cash on Delivery (COD) method has played a significant role in driving the growth of the E-commerce industry and accounts for more than 60% of all E-commerce transactions in Sri Lanka. Although COD is so important, many companies still waver with its processes as it has become a notoriously problematic area in terms of on-time and successful deliveries. Hence, the purpose of this study was to investigate the critical factors influencing online customers' preference of cash on the delivery method to provide insights into the management of E-commerce and logistics industries on the usage of appropriate payment methods for E-commerce transactions. This empirical study is based on the primary data obtained through a survey conducted among Sri Lankan online customers. The data were analyzed using the Partial Least Squares–Structural Equation Modelling technique. Consequently, 'Sri Lankan origin of the online seller,' 'Selling specialized products by the online seller,' 'Availability of wide choice of payment methods,' 'Offering a wide assortment of foreign products by the online seller,' 'Lack of trust on online payments' has been identified as the critical factors influencing Sri Lankan online customers' preference of cash on delivery method.