Web-Customer Satisfaction

Name: Web-Customer Satisfaction
Brand: VDM Verlag Dr. Mueller E.K.
SKU: 9783639081183
Price: 49.98 EUR
Availability: InStock

The Expectancy-Disconfirmation Paradigm

Автор: Jose M. Ospina

Език:

Корици: С меки корици

Издател: VDM Verlag Dr. Mueller E.K.

Наличност: Външен склад

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This dissertation empirically tests the antecedents §of online consumer satisfaction using the expec...

Информация за книгата

Автор

Jose M. Ospina

Език

Английски език

Корици

Книга - С меки корици

Издадена

2008

страници

112

EAN

9783639081183

ISBN

3639081188

Enbook ID

06817333

Издател

VDM Verlag Dr. Mueller E.K.

Теглоt

159

Размери

152 x 229 x 6

Пълно описание

This dissertation empirically tests the antecedents §of online consumer satisfaction using the expectancy-§disconfirmation paradigm in the e-commerce domain.§§A laboratory experiment was conducted using a Web §site that simulates a bookstore. Using constructs §from marketing and information systems research, it §was found that usefulness, adequacy, sufficiency and §needs fitting are the main factors that determine §satisfaction when the Web is used in the process of §decision making. The analyses, using structural §equation modeling, suggest that expectations affect §satisfaction only via the disconfirmation effect, §and there is not a direct effect. Expectations act §as an adaptation level; there is an assimilation §effect that influence satisfaction indirectly §through perceived disconfirmation. Performance §influences satisfaction through two mechanisms, §directly via perceived performance and indirectly §via the disconfirmation effect. The model that §included performance, disconfirmation, and §expectations as direct antecedents of satisfaction §found that performance dominated the formation of §satisfaction.

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Web-Customer Satisfaction

The Expectancy-Disconfirmation Paradigm

Информация за книгата

Пълно описание

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