Over the past several years, global

Over the past several years, globalization and information technology (IT) have basically

changed the way how the international enterprises get incomes. The internet provides the way

which is quickly and easily for people to buy things without having to visit a real store. So

customers can make a purchase anywhere in the world by just one click. Thus, E-commerce is

willing to be on the sharp rise and is a priority now (Sharp, B., 1998). However, the challenge for

enterprises to find the customer sources who are loyal and potential. At note by Oliver, R., L.

(1980) customer satisfaction is one of critical factors influencing the continued purchase

intentions. Consequently, customer satisfaction not only has attracted considerable attention in

tradition commerce but also in E-commerce (M. Khalifa &V. Liu, 2007). Additionally, over the

last year, many researches have shown essential interest relating to customer satisfaction in E-
commerce C2C and its importance to enterprises (Lien T. B., 2007; Khatibi, et, al, 2003; Bahram,

2012; McKnight, et, al, 2002; Mohammad M. A., et al, 2009). Therefore, chapter two’s aim is to

critically determine and analysis “What factors impact on Customer satisfaction in E-commerce

C2C limited in Vietnam”.

The research of DeLone & McLone (2003) indicated that “Customer Satisfaction” as a

critical means of measuring our customer’ opinions of an E-commerce system. Furthermore,

customer satisfaction also is vital for enterprises to orient and try to satisfy different needs of

customer, businesses and society. Therefore, this chapter will also illustrate the different factors

relating customer satisfaction when they make a purchase through E-commerce C2C.

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