Antecedents and Consequences of User Satisfaction with E-Mail Systems

Kevin E. Dow · Alexander Serenko · Ofir Turel

17 citations0/0 files storedInternational Journal of e-Collaboration

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Usability and User Interface Design

Abstract

E-mail is an important component of the e-collaborative environment. This study contributes to the literature by using the American Customer Satisfaction Index (ACSI) framework to model the antecedents and consequences of customer satisfaction with e-mail systems. We employ a survey to gather empirical evidence to test the modified ACSI model for e-mail systems. Additionally, we test whether spam has an influence on a user’s satisfaction with his or her e-mail system. Our results generally support the notion that the ACSI framework can be used to model e-mail user satisfaction, but we do not find statistically significant evidence that spam affects overall user satisfaction with their e-mail system.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1998The partial least squares approach for structural equation modeling.1958The Psychology of Interpersonal Relations.1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 1965From Acts To Dispositions The Attribution Process In Person Perception 2005A Theoretical Integration of User Satisfaction and Technology Acceptance 2004Validation Guidelines for IS Positivist Research

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2020Mixed methods research on satisfaction with basic medical insurance for urban and rural residents in China 2015Relationship between product quality and customer satisfaction 2009A Qualitative Study of Web-Based Knowledge Communities

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