FIGURE 12  Average Usage of Internet Technologies and Resulting E Commerce Satisfaction in 
the Manufacturing Industry 
3.5
SME+
x
3.0
ed
 Inn
Large+
tioc 2.5
fa
tisa Serc 2.0
e
Large
SME
mmo cE 1.5
1.0
30%
35%
40%
45%
50%
55%
60%
65%
70%
75%
Internet Usage Indicator
Source: CRITO Global E Commerce Survey, 2002; unweighted sample. 
In the retail/wholesale industry (Figure 13), efficient SMEs (47.1% of all) use, on average, 
68.8% of Internet applications and gain an average satisfaction level of 2.8 in comparison to 
efficient large firms (40.6% of all) with higher Internet usage (mean = 71.4%) but a lower 
satisfaction level (mean = 2.7). SMEs seem to be able to improve and benefit more from e 
commerce even with a slightly lower usage of the Internet than large establishments. 
Among the group of  inefficient  establishments, SMEs use more Internet applications (mean = 
50.0%) and gain a higher satisfaction (mean index = 2.0) in comparison to large ones (mean 
Internet usage = 41.4%, mean index = 1.8). In total, 42.1% of establishments in the 
retail/wholesale sector may be regarded as  efficient  in the terminology of DEA. 
FIGURE 13  Average Usage of Internet Technologies and Resulting E Commerce Satisfaction in 
the Retail/Wholesale Industry 
3.5
3.0
x
SME+
Inde
Large+
tion c 2.5
fais
e Sat
SME
rc
2.0
emm
Large
o cE 1.5
1.0
30%
35%
40%
45%
50%
55%
60%
65%
70%
75%
Internet Usage Indicator
Source: CRITO Global E Commerce Survey, 2002; unweighted sample. 
40






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