Development of an integrated model of customer satisfaction with online shopping

Kyootai Lee · Kailash Joshi

12 citations0/0 files storedACM SIGCPR Conference on Computer Personnel Research (SIGCPR)

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

Consumer satisfaction is critically important for the success of a Web based online store. Several prior studies have examined the antecedents of consumer satisfaction. In this study we propose a model of consumer satisfaction by integrating issues from marketing and IS literature. Our analysis identifies issues related to channel traits, Web store traits, and consumer traits as factors that may help influence customer satisfaction.

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References

1961The Economics of Information 1976The Economics of Information 2005A Theoretical Integration of User Satisfaction and Technology Acceptance 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach 2000E-satisfaction: an initial examination 2002The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach 2000Consumer Decision Making in Online Shopping Environments: The Effects of Interactive Decision Aids 1999Consumer perceived risk: conceptualisations and models

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2007Understanding multicultural differences in online satisfaction

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