J. International Business and Entrepreneurship Development, Vol. 11, No. 1, 2018 15 Copyright © 2018 Inderscience Enterprises Ltd. E-commerce and e-customer satisfaction during the economic crisis Michalis Skordoulis*, Ioanna Kaskouta, Miltiadis Chalikias and Dimitris Drosos Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences (T.E.I. of Piraeus), Greece Email: mskordoulis@gmaill.com Email: adm7756@sdo.teipir.gr Email: mchalikias@hotmail.com Email: drososd@teipir.gr *Corresponding author Abstract: The purpose of this research is to analyse e-customer satisfaction, the factors affecting it and the impact of the economic crisis on it. The research examines 350 e-commerce websites users’ satisfaction. The research results indicate that e-customer satisfaction determinants are the purchasing process, the safety provided by the website, the brand name of the e-commerce firm, the possibility of interaction and communication with the website and other consumers and, the products delivery process. Regarding the utilitarian features of products, e-customers pay more attention to quality than to quantity and price. Keywords: e-commerce; e-marketing; e-customer; customer satisfaction; economic crisis. Reference to this paper should be made as follows: Skordoulis, M., Kaskouta, I., Chalikias, M. and Drosos, D. (2018) ‘E-commerce and e-customer satisfaction during the economic crisis’, J. International Business and Entrepreneurship Development, Vol. 11, No. 1, pp.15–29. Biographical notes: Michalis Skordoulis has been awarded, both with highest honour, Bachelor’s in Business Administration from the Piraeus University of Applied Sciences (T.E.I. of Piraeus) and Master’s in Business Administration – Total Quality Management from the University of Piraeus. He is the author of several articles published in scientific journals and the proceedings of national and international conferences. His research interests focus on total quality management, customer satisfaction, business administration, business management, marketing, corporate social responsibility, management in education, banking and finance. Ioanna Kaskouta holds a Bachelor’s degree in Business Administration and a Master’s in International Business Management both from the Piraeus University of Applied Sciences (T.E.I. of Piraeus). Her research interests focus on consumer behaviour, sales management, marketing and social media.