Journal ArticleDOI
An assessment of customers' e-service quality perception, satisfaction and intention
TLDR
One of the major findings of this study is that although less perceived risk may lead to a favorable perception of web service quality, it does not necessarily translate to customer satisfaction, or positive behavioral intentions.About:
This article is published in International Journal of Information Management.The article was published on 2010-12-01. It has received 406 citations till now. The article focuses on the topics: Service quality & Customer satisfaction.read more
Citations
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Journal ArticleDOI
Measuring consumer perceptions of online shopping convenience
TL;DR: In this article, the authors identify the key convenience dimensions of online shopping, as convenience has been one of the principal motivations underlying customer inclinations to adopt online shopping and develop and validate an instrument of five key dimensions to measure online shopping convenience by analyzing data collected via a Web-based questionnaire survey.
Journal ArticleDOI
The impact of e-service quality and customer satisfaction on customer behavior in online shopping.
TL;DR: The analytical results showed that three dimensions of e-service quality, namely website design, security/privacy and fulfilment affect overall e- service quality, while customer service is not significantly related to overall e -service quality.
Journal ArticleDOI
Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions
Ying-Feng Kuo,Chi-Ming Wu +1 more
TL;DR: Analytical results indicating that in addition to enhancing post-purchase intentions and post-recovery satisfaction among customers, distributive justice increases positive emotions and decreases negative ones, and procedural justice enhances post-magnifying satisfaction.
Journal ArticleDOI
The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing
TL;DR: The results indicate that service failure severity, interactional justice, procedural justice and perceived switching costs have a significant relationship with customer loyalty, and that interactionalJustice can mitigate the negative relationship between serviceFailure severity and customer loyalty.
Journal ArticleDOI
Understanding the determinants of online repeat purchase intention and moderating role of habit
TL;DR: The results show that trust and satisfaction are the strong predictors of repeat purchase intention, whereas satisfaction has significant influence on trust, whereas perceived value, confirmation, and website quality are the significant antecedents of satisfaction.
References
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Journal ArticleDOI
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Perceived Usefulness, Perceived Ease of Use, and User
TL;DR: Regression analyses suggest that perceived ease of use may actually be a causal antecdent to perceived usefulness, as opposed to a parallel, direct determinant of system usage.
Journal ArticleDOI
Perceived usefulness, perceived ease of use, and user acceptance of information technology
TL;DR: In this article, the authors developed and validated new scales for two specific variables, perceived usefulness and perceived ease of use, which are hypothesized to be fundamental determinants of user acceptance.
Book
Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research
Martin Fishbein,Icek Ajzen +1 more
Journal ArticleDOI
Structural equation modeling in practice: a review and recommended two-step approach
TL;DR: In this paper, the authors provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development, and present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests.
Related Papers (5)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more