Evaluating web site support capabilities in sell-side B2B transaction processes: A longitudinal study of two industries in New Zealand and Taiwan

Abstract

Business-to-business (B2B) transactions supported by the World Wide Web (Web) have become a major portion of e-commerce transactions. Despite growth, knowledge of the degree of Web site support capabilities in the B2B transaction process is limited. This paper longitudinally compares how Web sites supported the B2B transaction process in New Zealand and Taiwan between 2001 and 2007. The results indicate that, on average, New Zealand Web sites scored higher than those in Taiwan in both years. Yet, the rate of improvement of Taiwanese Web site scores is significant. Specifically, the support capability of several Web functions, including privacy, company information, financial information and product catalog has improved over the study period. The authors found that the sampled Web sites in New Zealand and Taiwan provide different support capabilities to the activities in the B2B transaction process. Taiwanese Web sites are more concerned with providing after-sale services via the Internet whereas New Zealand Web sites are more concerned with sharing information. These two countries’ Web sites share a similar focus on supporting B2B transactions, which provides strong support for users to conduct product promotion and information provision related activities over the Web. Based on these findings, this study suggests several implications for associated academics and practitioners.