a key success factor in e-marketing is achieving customer satisfaction through the electronic channel, this raises issues such as is the site easy to use, does it perform adequately, what is the standard of associated customer service and how are physical products dispatched? Smith and Chaffey (2001) also provide 'the 5Ss' a useful mnemonic for how the Internet can be applied by all organisations or for different e-marketing tactics. For example, for an e-newsletter, the 5Ss are