Fatemeh Zahedi

Bio: Fatemeh Zahedi is an academic researcher from University of Wisconsin–Milwaukee. The author has contributed to research in topics: Decision support system & Information system. The author has an hindex of 34, co-authored 96 publications receiving 7240 citations. Previous affiliations of Fatemeh Zahedi include University of Massachusetts Amherst & Texas Tech University.

The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach

Abstract: Online shopping provides convenience to Web shoppers, yet its electronic format changes information-gathering methods traditionally used by customers. This change raises questions concerning customer satisfaction with the online purchasing process. Web shopping involves a number of phases, including the information phase, in which customers search for information regarding their intended purchases. The purpose of this paper is to develop theoretically justifiable constructs for measuring Web-customer satisfaction during the information phase.By synthesizing the expectation-disconfirmation paradigm with empirical theories in user satisfaction, we separate Web site quality into information quality (IQ) and system quality (SQ), and propose nine key constructs for Web-customer satisfaction. The measurements for these constructs are developed and tested in a two-phase study. In the first phase, the IQ and SQ dimensions are identified, and instruments for measuring them are developed and tested. In the second phase, using the salient dimensions of Web-IQ and Web-SQ as the basis for formulating first-order factors, we develop and empirically test instruments for measuring IQ and SQ-satisfaction. Moreover, this phase involves the design and test of second-order factors for measuring Web-customer expectations, disconfirmation, and perceived performance regarding IQ and SQ. The analysis of the measurement model indicates that the proposed metrics have a relatively high degree of validity and reliability. The results of the study provide reliable instruments for operationalizing the key constructs in the analysis of Web-customer satisfaction within the expectation-disconfirmation paradigm.

The Analytic Hierarchy Process—A Survey of the Method and its Applications

Abstract: This paper briefly reviews the analytic hierarchy process (AHP) and its applications in diverse decision problems. It addresses some of the major extensions and criticisms of the method, as well.

The impact of personal dispositions on information sensitivity, privacy concern and trust in disclosing health information online

Abstract: Reluctance to provide personal health information could impede the success of web-based healthcare services. This paper focuses on the role of personal dispositions in disclosing health information online. The conceptual model argues that individuals' intention to disclose such information depends on their trust, privacy concern, and information sensitivity, which are determined by personal dispositions-personality traits, information sensitivity, health status, prior privacy invasions, risk beliefs, and experience-acting as intrinsic antecedents of trust. The data (collected via a lab experiment) and the analysis shed light on the role of personal dispositions. This could assist in enhancing healthcare websites and increase the success of online delivery of health services.

A Theoretical Approach to Web Design in E-Commerce: A Belief Reinforcement Model

Abstract: Effective website design plays a critical role in attracting and maintaining customers' interest. Despite the importance of websites as the major and, at times, sole channel of communication in e-business, little theoretical knowledge is available about how websites may influence online shoppers' attitudes and behavior. In this paper, we develop a conceptual framework for measuring the impact of Web-design elements on the beliefs and behavior of Web customers. In developing the theoretical model (called the belief reinforcement model, or BRM), we synthesize the theory of planned behavior with theories in social psychology, consumer behavior, and management to categorize Web-design elements and conceptualize the salient aspects of Web shoppers' behavior. The empirical examination of BRM indicates that various categories of Web-design elements reinforce Web customers' beliefs, which in turn positively impact attitudinal constructs that lead to changes in their purchase intentions. BRM and its results provide an initial guideline for a rigorous approach to designing websites for e-business and testing their effectiveness before their full deployment.

Out of the Crisis

Abstract: According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.