Web-Customer Satisfaction

Name: Web-Customer Satisfaction
Brand: VDM Verlag Dr. Mueller E.K.
SKU: 9783639081183
Price: 47.53 EUR
Availability: InStock

The Expectancy-Disconfirmation Paradigm

Autor: Jose M. Ospina

Jazyk:

Väzba: Brožovaná

Vydavateľ: VDM Verlag Dr. Mueller E.K.

Dostupnosť: Skladom u dodávateľa

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

Informácie o knihe

Autor

Jose M. Ospina

Jazyk

Angličtina

Väzba

Kniha - Brožovaná

Vydalo

2008

Stránok

112

EAN

9783639081183

ISBN

3639081188

Enbook ID

06817333

Vydavateľ

VDM Verlag Dr. Mueller E.K.

Hmotnosť

159

Rozmery

152 x 229 x 6

Kompletný popis

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

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Kompletný popis

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