Examining online consumers鈥?behavior: A service-oriented view

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• 作者：Jaeki Song^a ; ¹ ; ^{jaeki.song@ttu.edu}  ; [Author Vitae] ; Jeff Baker^b ; ^{jbaker@aus.edu}  ; [Author Vitae] ; Sangno Lee^a ; ² ; ^{sangno.lee@ttu.edu}  ; [Author Vitae] ; James C. Wetherbe^a ; ³ ; ^{jim.wetherbe@ttu.edu}  ; [Author Vitae]
• 关键词：Customer satisfaction ; Salient beliefs ; Web elements ; Structural equation modeling ; Service quality ; e-Commerce
• 刊名：International Journal of Information Management
• 出版年：2012
• 期刊代码：15_02684012
• 类别：dec
• 出版时间：June, 2012
• 卷：32
• 期：3
• 页码：221-231
• 文件大小：467 K

摘要

Retailers鈥?websites are an important interface between retailers and their customers. The various features and elements that retailers include on their websites play a critical role in attracting customers and ensuring their satisfaction with the online shopping process. By conducting a three-phased study, we identify how the elements of a website shape customers鈥?salient beliefs. These salient beliefs, in turn, determine the level of customers鈥?satisfaction with the website. This study provides both theoretical insights into the beliefs of online shoppers and practical insights for retail website operators. Specifically, we argue that when retail websites are constructed to include several specific elements that appeal to the key salient beliefs of information quality, service quality, and system quality, retailers will increase customers鈥?satisfaction with the online shopping process.