A quality indicator of Australian e-business

Organisations spend large sums of money to ensure that their electronic shopfront is as attractive, appealing and efficient as any in the real world. But what about dealing with customers? If someone has a query in the real world they would perhaps approach a sales person or telephone the organisation to obtain a response. The electronic equivalent is e-mail. Do organisations pay sufficient attention to this aspect of their electronic shopfront? The study reported here was undertaken to determine the use of e-mail within Australian organisations and, more importantly, organisations' responsiveness to e-mail
queries.