An integrative approach to understanding customer satisfaction with e-service of online stores

Journal of Electronic Commerce Research

Volumn 15, Issue 1, 2013, Pages 40-57

  Hung, Shin Yuan ^a   Chen, Charlie C ^b   Huang, Ning Hung ^a  

^a NATIONAL CHUNG CHENG UNIVERSITY   (Taiwan)

^b APPALACHIAN STATE UNIVERSITY   (United States)

Author keywords

Customer satisfaction; E service quality; Perceived convenience; Perceived risks

Indexed keywords

EID: 84897710231     PISSN: 19389027     EISSN: 15266133     Source Type: Journal    
DOI: None     Document Type: Article

References (116)

1. Agarwal, R., and Prasad J.,"A conceptual and operational definition of personal innovativeness in the domain of information technology," Information Systems Research, Vol. 9, No. 2: 204-215, 1998.
2. Ahituv, N.,"A Systematic Approach Toward accessing the Value of an Information System," MIS Quarterly, 21, 61-75, 1980.
3. Alpert, J.,"Rich media, richer results", Sales and Marketing Management, Vol. 160, No. 4:27, 2008.
4. Amdt, J.,"Word of Mouth Advertising: A Review of the Literature," New York: Advertising Research Foundation, 1967.
5. Anvari, R., and Amin, S.M.,"Commitment, involvement and satisfaction in relationship marketing," Contemporary Research in Business, Vol. 1, No. 11: 51-70, 2010.
6. Arndt, J.,"Role of Product-Related Conversations in the Diffusion of a New Product," Journal of Marketing Research, Vol. 4, No. 3:291-295, 1967.
7. Banerjee, A.,"A Simple Model of Herd Behavior," Quarterly Journal of Economics, Vol. 107, No. 3:797-817, 1992.
8. Bansal, H. S., &Voyer, P. A.,"Word-of-Mouth Processes within a Services Purchase Decision Context," Journal of Service Research, Vol. 3, No. 2:166-177, 2000.
9. Bauer, R. A.,"Consumer Behavior as Risk Taking," Dynamic Marketing for a Changing World, 389-398, 1960.
10. Bayley, G., and Nancarrow, C.,"Impulse Purchasing: A Qualitative Exploration of the Phenomenon," Qualitative Market Research: An International Journal, Vol. 1, No. 2:99-114, 1998.
11. Beauchamp, M.B., and Ponder, N.,"Perceptions of Retail Convenience for In-Store and Online Shoppers," Marketing Management Journal, Vol. 20, No. 1:49-65, 2010.
12. Belanger, F., Hiller, J. S., & Smith, W. J.,"Trustworthiness in electronic commerce: the role of privacy, security, and site attributes," The Journal of Strategic Information Systems, Vol. 11, No. 3-4:245-270, 2002.
13. Bharati, P.,"People and Information Matter: Task Support Satisfaction from the Other Side," Journal of Computer Information Systems, Vol. 43, No. 2:93-102, 2003.
14. Bickart, B., & Schindler, R. M.,"Internet Forums as Influential Sources of Consumer Information," Journal of Interactive Marketing, Vol. 15, No. 3:31-40, 2001.
15. Breitsohl, J., Khammash, Marwan., and Griffiths, Gareth.,"E-business complaint management: perceptions and perspectives of online credibility," Journal of Enterprise Information Management, Vol. 23, No. 5:653, 2010.
16. Briggs, R., & Hollis, N.,"Advertising on the Web: Is There Response before Click-Through," Journal of Advertising Research, Vol. 37, No. 2,1997.
17. Brown, L. G.,"The Strategic and Tactical Implications of Convenience in Consumer Product Marketing," Journal of Consumer Marketing, Vol. 6, No. 3:13-19, 1989.
18. Cardoso, J., Voigt, K., and Winkler, M.,"Service Engineering for the Internet of Services.Enterprise Information Systems," Lecture Notes in Business Information Processing (LNBIP), Vol. 19:15-27, 2009.
19. CasalÓ, L. V., Flavián, Carlos., and Guinalíu, M.,"The Role of Satisfaction and Website Usability in Developing Customer Loyalty and Positive Word-of-Mouth in the e-Banking Services," The International Journal of Banking Marketing, Vol. 26, No. 6:399, 2008.
20. Chen, L., and Holsapple, C.W.,"E-Business Adoption Research: State of the Art," Journal of Electronic Commerce Research, Vol. 14, No. 3:261-286, 2013.
21. Cho, Y., Im, I., Hiltz, R., and Fjermestad, J. ,Causes and Outcomes of Online Customer Complaining Behavior: Implications for Customer Relationship Management, Proceedings of the 7th Americas Conference on Information Systems, pp.900-907, 2001.
22. Cho, Y. C.,"Assessing Customer Satisfaction And Acceptance On Perishable Goods In the"Telepresent" Environments," Journal of Business & Economics Research, Vol. 8, No. 9:23-35, 2010.
23. Christodoulides, G., and Michaelidou, N.,"Shopping Motives as Antecedents of e-Satisfaction and e-Loyalty," Journal of Marketing Management, Vol. 27, No. 1/2:181-197, 2011.
24. Collier, J.E., and Bienstock, C.C.,"Measuring Service Quality in E-Retailing," Journal of Service Research, Vol. 8, No. 3:260-275, 2006.
25. Conrath, D.W., and Mignen, O.P.,"What is Being Done to Measure User Satisfaction with EDP/MIS?" Information Management, Vol. 19:7-9, 1990.
26. DeLone, W. H., and McLean, E. R.,"The DeLone and McLean Model of Information Systems Success: A Ten-Year Update," Journal of Management Information Systems, Vol. 19, No. 4:9-30, 2003.
27. Devaraj, S., Fan, M., &Kohli, R.,"Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, Vol. 13, No. 3:316, 2002.
28. Dittmar, H., Beattle, J., and Friese, S.,"Objects, Decision Considerations and Self-Image in Men's and Women's Impulse Purchases," ActaPsychologica, Vol. 93, 1996.
29. Donthu, N., and Garcia, A.,"The Internet Shopper," Journal of Advertising Research, Vol. 39, No. 3:52-58, 1999.
30. Donthu, N., & Gilliland, D.,"The Infomercial Shopper: Who are the people who buy the majority of the often pricey merchandise sold via infomercials?" Journal of Advertising Research, Vol. 36, No. 2:69-76, 1996.
31. Droge, C., Halstead, D., &Mackoy, R. D.,"The Role of Competitive Alternatives in the Postchoice Satisfaction Formation Process," Journal of the Academy of Marketing Science, Vol. 25, No. 1:18-30, 1997.
32. Emery, J.C.,"Cost Benefit Analysis of Information Systems," Society for Management Information Systems; The Economic Aspects of Information in the Economic Evaluation of Computer Based Systems, Vol. II, NCC Publication, 1971.
33. Giebelhausen, M.D., Robinson, S.G., and Cronin Jr., J.J.,"Worth waiting for: increasing satisfaction by making consumers wait," Journal of the Academy of Marketing Science, Vol. 39:889-905, 2011.
34. Godes, D., &Mayzlin, D.," Using Online Conversations to Measure Word of Mouth Communication," Marketing Science, Vol. 23, No. 4:545-560, 2004.
35. Goodman, J.,"Leverage Your Customer Experience in Growing the Top Line Cheaply," MWord, Vol. 8, No. 2/3:30-33, 2009.
36. Gorla, N., Somers, T., and Wong, B.,"Effect of System Quality, Information Quality, and Service Quality on Organizational Performance," Journal of Strategic Information Systems, Vol. 19:207-228, 2010.
37. Groenroos, C.," Value-Driven Relational Marketing: From Products to Resources and Competencies," Journal of Marketing Management, Vol. 13:407-419, 1997.
38. Grover, V., and Ramanlal, Pradipkumar.,"Digital economics and the e-business dilemma," Business Horizons, Vol. 47, No. 4:71-81, 2004.
39. Hair, J.F.Jr., Black, W.C., Babin, B.J., Anderson, R.E., and Tatham, R.L., Multivariate Data Analysis, 6thed, New Jersey: Prentice Hall, 2006.
40. Hamilton, S., &Chervany, N. L.,"Evaluating Information System Effectiveness-Part I: Comparing Evaluation Approaches," MIS Quarterly, Vol. 5, No. 3:55-69, 1981.
41. Han, Y.K., Morgan, G.A., Kotsiopulos, A., and Kang, P.J.,"Impulse Buying Behaviour of Apparel Purchases," Clothing and Textile Research Journal, Vol. 9, No. 3:15-21, 1991.
42. Hanson, W. A., Principles of Internet Marketing, Cincinnati: South: Western College Publishing, 2000.
43. Hennig-Thurau, T., Gwinner, K. P., Walsh, G., &Gremler, D. D.,"Electronic Word-of-Mouth via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet?" Journal of Interactive Marketing, Vol. 18, No. 1:38-52, 2004.
44. Ho, C., and Wu, W.,"Antecedents of consumer satisfaction on the Internet: an empirical study of online shopping," Proceedings of the 32nd Hawaii International Conference on System Sciences, 1999.
45. Hoch, S.J., and Loewenstein, G.F.,"Time-inconsistent preferences and consumer self-control," Journal of Consumer Research, 492-507, 1991.
46. Hummel, J. W., &Savitt, R.,"Integrated customer service and retail strategy," International Journal of Retailing, Vol. 2:5-21, 1988.
47. Hung, S.Y., Chen, C.C., Hung, H.M., and Ho, W.W.,"Critical Factors Predicting the Acceptance of Digital Museums: User and System Perspectives," Journal of Electronic Commerce Research, Vol. 14, No. 3:231-243, 2013.
48. Jahng, J., Jain, H., and Ramamurthy, K.,"The impact of electronic commerce environment on user behavior," E-service Journal, Vol. 1, No. 1:41-53, 2001.
49. Jaiswal, A. K., Niraj, Rakesh., and Venugopal, Pingali.,"Context-general and Context-specific Determinants of Online Satisfaction and Loyalty for Commerce and Content Sites," Journal of Interactive Marketing, Vol. 24, No. 3:222, 2010.
50. Joseph, C. J., & Taylor, S. A.,"Measuring Service Quality: A Reexamination and Extension," Journal of Marketing, Vol. 56, No. 7:, 55-68, 1992.
51. Kassim, N., and Abdullah, Nor. Asiah.,"The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings; A cross cultural analysis," Asia Pacific Journal of Marketing and Logistics, Vol. 22, No. 3:, 351, 2010.
52. Kaynama, S.A., and Black, C.I.,"A proposal to assess the service quality of online travel agencies: An exploratory study," Journal of Professional Service Marketing, Vol. 21, No. 1:, 63-88, 2000.
53. Keeney, R. L.,"The Value of Internet Commerce to the Customer," Management Science, Vol. 45, No. 4: 533-542, 1999.
54. Kerlinger, F. N., & Lee, H., Foundations of Behavioral Research, Sl London: Harcourt College/Booth-Clibborn, pp. 825-845, 1999.
55. Khalifa, M., and Liu, V.,"Online Consumer Retention: Contingent Effects of Online Shopping Habit and Online Shopping Experience," European Journal of Information Systems, Vol. 16, No. 6:780-792.
56. Kim, E. B., Eom, S. B., and Yoo, S.,"Effective user interface design for online stores in the Asia Pacific region: A survey study," Proceedings of the 7th Americas Conference on Information Systems, pp.867-872,2001.
57. Kim, J.,"Understanding Consumers' Online Shopping and Purchasing Behaviors," Oklahoma State University, Unpublished Dissertation, 2005.
58. Kim, J., and Lennon, S.J.,"Information available on a website: Effects on consumers' shopping outcomes," Journal of Fashion Marketing and Management, Vol. 14, No. 2:247, 2010.
59. Kim, M., Kim, J-H., and Lennon, S.J.,"Online Service Attributes Available on Apparel Retail Websites: An E-S-QUAL Approach," Managing Service Quality, Vol. 16, No. 1:51-77, 2006.
60. Klie, L.,"Changing the Channel," CRM Magazine, Vol. 15, No. 8:16, 2011.
61. Ko, S.,"The Study of Impulse Buying of Clothing Products," Unpublished Master's Thesis, Seoul National University, Seoul, 1993.
62. Koufaris, M., Kambil, A., and LaBarbera, P. A.,"Consumer behavior in Web-based commerce: and empirical study," International Journal of Electronic Commerce, Vol. 6:115-138, 2002.
63. Kotler, P. (Ed.) ., Marketing Management: Analysis, Planning,Implementation,and Control, 7th ed., New Jersey: Prentice-Hall Inc, 1988.
64. Kumar, P.,"The Impact of Performance, Cost, and Competitive Considerations on the Relationship between Satisfaction and Repurchase Intent in Business Markets," Journal of Service Research, Vol. 5, No. 1:55-68, 2002.
65. Kwak, H., Fox, R. J., and Zinkhan, G. M.,"What Products Can Be Successfully Promoted and Sold via the Internet?" Journal of Advertising Research, Vol. 42, No. 1:23-38, 2002.
66. Kwon, W.-S., and Noh, M.,"The influence of prior experience and age on mature consumers' perceptions and intentions of internet apparel shopping," Journal of Fashion Marketing and Management, Vol. 14, No. 3:335-349, 2010.
67. Lee, J. A., &Kacen, J. J.,"Cultural influences on consumer satisfaction with impulse and planned purchase decisions," Journal of Business Research, Vol. 61, No. 3:265-272, 2008.
68. Liang, T. P., and Lai, H. J.,"Effect of store design on consumer purchases: An empirical study of on-line bookstores," Information Mangemnet, Vol. 39, No. 6:431-444, 2002.
69. Limayem, M., Khalifa, M., &Frini, A.,"What Makes Consumers Buy from Internet? A Longitudinal Study of Online Shopping," IEEE Transactions on Systems, Man and Cybernetics-Part A, Vol. 30, No. 4:421-432, 2000.
70. Lin, H.-F.,"The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context," Total Quality Management & Business Excellence, Vol. 18, No. 4:363-378, 2007.
71. Liu, C., Arnett, K.P., Capella, L.M., and Taylor, R.D.,"Key Dimensions of Web Design as Related to Consumer Response," Journal of Computer Information Systems, Vol. 42:47-69, 2001.
72. Lu, J., Yao, J., and Yu, C.,"Personal Innovativeness, Social Influence and Adoption of Wireless Internet Services via Mobile Technology," Journal of Strategic Information Systems, Vol. 14, No. 3:245-268, 2005.
73. Lucas, H. C.,"Empirical Evidence for a Descriptive Model of Implementation," MIS Quarterly, Vol. 2, No. 2:27-41, 1978.
74. Lusch, R. F., &Laczniak, G. R.,"The Evolving Marketing Concept, Competitive Intensity and Organizational Performance," Journal of the Academy of Marketing Science, Vol. 15, No. 3:1-11, 1987.
75. Lytle, R. S., Hom, P. W., &Mokwa, M. P.,"SERV*OR: A Managerial Measure of Organizational Service-Orientation," Journal of Retailing, Vol. 74, No. 4:455-489, 1998.
76. Madlberger, M.,"Exogenous and Endogenous Antecedents of Online Shopping in a Multichannel Environment: Evidence from a Catalog Retailer in the German-Speaking World," Journal of Electronic Commerce in Organizations, Vol. 4, No. 4:29-50, 2006.
77. Madu, C.N., and Madu, A.A.,"Dimensions of e-Qaulity," International Journal of Qualiyt and Reliablity Management, Vol. 19, No. 3:264-259, 2002.
78. Maglio, P. P., Srinivasan, S., Kreulen, J. T., and Spohrer, J.,"Service Systems, Service Scientists, SSME, and Innovation," Communications of the ACM, Vol. 49, No. 7:81-85, 2006.
79. Maznah, W.O.,"The Mediating Effect of Cognitive and Emotional Satisfaction on Customer Loyalty," International Journal of Management Innovation Systems, Vol. 1, No. 2:1-13, 2009.
80. McKinney, V., Yoon, K., and Zahedi, F.M.,"The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach," Information Systems Research, Vol. 13, No. 3:296-315, 2002.
81. Midgley, D.F., and Dowling, G.R.,"Innovativeness - Concept and Its Measurement," Journal of Consumer Research, Vol. 4, No. 4:229-242, 1978.
82. Morton, F.S.,"Consumer Benefit from Use of the Internet," NBER Innovation Policy & the Economy (MIT Press), Vol. 6, No. 1:67-90, 2006.
83. Nyeck, S., Morales, M., Ladhari, R., and Pons, F.,"10 years of service quality measurement: reviewing the use of the SERVQUAL instrument," Cuadernos de Diffusion, Vol. 7, No. 13:101-107, 2002.
84. Otim, S., and Grover, V.,"An Empirical Study on Web-Based Services and Customer Loyalty," European Journal of Information Systems, Vol. 15, No. 6:527-541, 2006.
85. Parasuraman, A., Zeithaml, V. A., & Berry, L. L.,"SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol. 64, No. 1:12-41, 1988.
86. Parasuraman, A., Zeithaml, V., and Malhotra, A.,"E-S-Qual: A Multiple-item Scale for Assessing Electronic Service Quality," Journal of Service Research, Vol. 7, No. 3:213-233, 2005.
87. Park, C.-H., and Kim, Young-Gul.,"The Effect of Information Satisfaction and Relational Benefit on Consumers' Online Shopping Site Commitments," Journal of Electronic Commerce in Organizations, Vol. 4, No. 1:70-90, 2006.
88. Pavlou, P. A., Liang, H., and Xue, Y.,"Understanding and mitigating uncertainty in online exchange relationships: a principal-agent perspective," MIS Quarterly, Vol. 31, No. 1:105-136, 2007.
89. Riegner, C.,"Word of Mouth on the Web: The Impact of Web 2.0 on Consumer Purchase Decisions," Journal of Advertising Research, Vol. 47, No. 4:436, 2007.
90. Robinson Jr., L, Marshall, G.W., and Stamps, M.B.,"Sales force use of technology: antecedents to technology acceptance," Journal of Business Research, Vol. 58, No. 12:1623-1631, 2005.
91. Rogers, E.M., Diffusion of Innovation, New York: The Free Press, 2003.
92. Roman, S.," Relational Consequences of Perceived Deception in Online Shopping: The Moderating Roles of Type of Product, Consumer's Attitude Toward the Internet and Consumer's Demographics," Journal of Business Ethics. Dordrecht, Vol. 95, No. 3:373-391, 2010.
93. Rook, D.W.,"The Buying Impulse," Journal of Consumer Research, 189-199, 14 September,1987.
94. Shimp, T. A., and Bearden, W. O.,"Warranty and Other Extrinsic Cue Effects on Consumers' Risk Perceptions," Journal of Consumer Research, Vol. 9, No. 1:38, 1982.
95. Sirgy, M. J.,"Self-Concept in Consumer Behavior: A Critical Review," Journal of Consumer Research, Vol. 9, No. 3:287-300, 1982.
96. Spears, N.," Just Moseying Around and Happening Upon It Versus a Master Plan: Minimizing Regret in Impulse versus Planned Sales Promotion Purchases," Psychology & Marketing, Vol. 23, No. 1:57-73, 2011.
97. Spreng, R. A., Harrell, G. D., &Mackoy, R. D.,"Service Recovery: Impact on Satisfaction and Intentions," Journal of Services Marketing, Vol. 9, No. 1:15-23, 1995.
98. Straub, D. W.,"Validating Instruments in MIS Research," MIS Quarterly, Vol. 13, No. 2:147-169, 1989.
99. Sun, H.,"Transferring attributes of e-commerce systems into business benefits: A relationship quality perspective", Journal of Electronic Commerce Research, Vol. 11, No. 2:92-109, 2010.
100. Tan, S. J.,"Strategies for Reducing Consumers' Risk Aversion in Internet Shopping.Journal of Consumer Marketing," Journal of Consumer Marketing, Vol. 16, No. 2:163-180, 1999.
101. Tanimoto, J., &Fujii, H.,"A Study on Diffusional Characteristics of Information on a Human Network Analyzed by a Multi-Agent Simulator," The Social Science Journal, Vol. 40, No. 3:479-485, 2003.
102. Taylor, J. W.," The Role of Risk in Consumer Behavior," Journal of Marketing, Vol. 38, No. 2:54-60, 1974.
103. Thompson, C.J., Locander, W.B., and Pollio, H.R.,"The lived meaning of free choice: an existential-phenomenological description of everyday consumer experiences of contemporary married women," Journal of Consumer Research, 346-361.
104. Torkzadeh, G., and Dhillon, G.,"Measuring Factors that Influence the Success of Internet Success," Information Systems Research, Vol. 13:187-204, 2002.
105. Trice, A., and Treacy, M., An Empirical Examinatino of a Causal Model of User Information Satisfaction, Proceedings of the 7th International Conference on Information Systems, San Diego, California, 227-229, December 1986.
106. Tuzovic, S.,"Frequent (flier) frustration and the dark side of word-of-web: exploring online dysfunctional behavior in online feedback forums," The Journal of Services Marketing, Vol. 24, No. 6:446-457, 2010.
107. Van der Heijden, H., Verhagen, T., &Creemers, M.,"Understanding Online Purchase Intentions: Contributions from Technology and Trust Perspectives," European Journal of Information Systems, Vol. 12, No. 1:41-48, 2003.
108. Venkatraman, M.P., and Price, L.L.,"Differentiating between Cognitive and Sensory Innovativeness: Concepts, Measurement, and Implications," Journal of Business Research, Vol. 20, No. 4:293-315, 1990.
109. Vijayasarathy, L. R., & Jones, J. M.,"Do Internet Shopping Aids Make a Difference? An Empirical Investigation," Electronic Markets, Vol. 11, No. 1:75-83, 2001.
110. vonFreymann, J. W., and Cuffe, B.," Consumer Service Quality Assessments and Future Revenues in Small Businesses: A Case Study," Services Marketing Quarterly, Vol. 31, No. 4:381-419, 2010.
111. Westbrook Robert, A.,"Product/Consumption-Based Affective Responses and Postpurchase Process," Journal of Marketing Research, Vol. 24, No. 3:258-270, 1987.
112. Wilkie, W. L., Consumer Behavior, New York: Wiley, 1990.
113. Wolfinbarger, M., &Gilly, M. C.,"eTailQ: Dimensionalizing, Measuring and Predicting eTail Quality," Journal of Retailing, Vol. 79, No. 3:183-198, 2003.
114. Young, M. A., and Sauer, Paul.L.,"Organizational learning and online consumer information services," The Journal of Consumer Marketing, Vol. 13, No. 5:35-46, 1996.
115. Zeithaml, V. A., Parasuraman, A., &Malhotra, A.,"Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge," Journal of the Academy of Marketing Science, Vol. 30, No. 4:362-375, 2002.
116. Zhang, J., and Daugherty, T.,"Third-Person Effect and Social Networking: Implications for Online Marketing and Word-of-Mouth Communication," American Journal of Business, Vol. 24, No. 2:53-63, 2009.