E-satisfaction: an initial examination

Szymanski, David M.; Hise, Richard T.

doi:10.1016/s0022-4359(00)00035-x

Cited by 1,524 publications

(1,197 citation statements)

References 11 publications

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“…The quality of the information that the system generates and transmits has been viewed as a crucial factor in affecting the information system's success (Lee & Kozar, 2006). Information quality has a strong impact on customer satisfaction with Internet shopping (Janda, Trocchia, & Gwinner, 2002;Szymanski & Hise, 2000). Wu and Wang (2006) described that information quality is associated with an increase in user satisfaction.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

How social shopping retains customers? Capturing the essence of website quality and relationship quality

Hsu

Chen

Kumar

2016

Total Quality Management & Business Excellence

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Disclaimer UWE has obtained warranties from all depositors as to their title in the material deposited and as to their right to deposit such material. UWE makes no representation or warranties of commercial utility, title, or fitness for a particular purpose or any other warranty, express or implied in respect of any material deposited.UWE makes no representation that the use of the materials will not infringe any patent, copyright, trademark or other property or proprietary rights.UWE accepts no liability for any infringement of intellectual property rights in any material deposited but will remove such material from public view pending investigation in the event of an allegation of any such infringement. PLEASE SCROLL DOWN FOR TEXT.1 How social shopping retain customers? Capturing the essence of website quality and relationship quality Abstract Social shopping as a result of the advancement of social media applications is increasing considerably in e-commerce. As a consequence of the multi-faceted phenomenon of social shopping, website managers encounter a lot of challenges in providing their quality website experience to satisfy their customers' needs and in developing relationships among participants, and community. In short, providing excellent quality website experience is crucial to support online customers. Therefore, it is necessary to offer further theoretical conceptualizations as well as detailed empirical evidence for such phenomena in which social shopping are supported and enabled. Thus, this paper attempts to investigate the factors affecting purchase intention of social shopping including two constructs: website quality (i.e., system, information, and service quality) and relationship quality (i.e., satisfaction, commitment, and trust).Additionally we aim to identify the mediating roles of commitment and trust. The empirical results show that the perceived system and service quality are important antecedents of customer satisfaction, but not for the effect of perceived information quality on customer satisfaction. Furthermore, it shows that customer satisfaction significantly influences commitment, trust, and purchase intention, and trust in turn significantly affect commitment. Our empirical results confirm that commitment and trust partially mediate the relationship between satisfaction and purchase intention in social shopping context.

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Section: Hypothesis Developmentmentioning

confidence: 99%

How social shopping retains customers? Capturing the essence of website quality and relationship quality

Hsu

Chen

Kumar

2016

Total Quality Management & Business Excellence

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“…Among these features are: security (e.g. Swaminathan et al, 1999;Szymanski and Hise, 2000), vividness (Coyle and Thorson, 2001) and its correlate riskiness (e.g. Bhatnagar et al, 2000;Van den Poel and Leunis, 1999), approval by referent others, like family or friends (e.g.…”

Section: Appeal Of Website Features: Past Studiesmentioning

confidence: 99%

“…Chen et al, 2000;Eighmey, 1997;Goldsmith et al, 2001;Koufaris, 2002), convenience (e.g. Bhatnagar et al, 2000;Swaminathan et al, 1999;Szymanski and Hise, 2000), flow (e.g. Goldsmith et al, 2001;Nel et al, 1999;Novak et al, 2000).…”

Section: Appeal Of Website Features: Past Studiesmentioning

confidence: 99%

Tailoring new websites to appeal to those most likely to shop online

2005

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This study extends the conventional wisdom concerning how a commercial website can be configured to attract online shoppers, and specifically, initial shoppers. Based on past research [Inform. Syst. Res. 13 (2002) 187] and theory [Diffusion of Innovations (1995)], a number of 'form' and 'substantive' website features were assessed as to their attractiveness to consumers of varying (a) Internet experience and (b) innovativeness. A self-administered survey was completed by a convenience sample of 363 residents of the US and Canada. A discriminant analysis confirms that two functions, generally representing form and substantive features, each discriminate between (a) high and low innovativeness (DF1) and (b) high and low Internet experience (DF2). Further, those with more Internet experience show a stronger preference for substantive features than do those with less experience. But high and low experience groups do not differ noticeably with regard to preference for form features. It was also found that, conversely, the more innovative shoppers reveal a stronger preference for form features. But high and low innovativeness groups do not differ appreciably in respect to desire for substantive features. This suggests the dynamics underlying the attraction of initial Internet users to particular shopping sites. Both theoretical and practical implications of the findings are discussed. q

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“…Numerous examples of these studies are presented as follows. Szymanski and Hise (2000) provided a very interesting model to identify the determinants of electronic satisfaction in online shopping and e-retailing and found that convenience, site design, and financial security display the greatest effect on e-satisfaction. Yang and Fang (2004) determined the online services quality dimensions and showed the relationship between these dimensions with customer satisfaction.…”

Section: Literature Review and Research Modelmentioning

confidence: 99%

“…Customer satisfaction is an emotional reaction or a state of mutual cognitive understanding (Reynolds & Harris, 2009). Szymanski and Hise (2000) defined e-satisfaction from the e-commerce perspective, as the measure of satisfaction with the online or web shopping. According to a popular theory in marketing literature, the immediate consequence of customer satisfaction increase is due to reduction in his/her complaints and increase customer loyalty (Casado-Díaz & Nicolau-Gonzálbez, 2009).…”

Section: Perceived Valuementioning

confidence: 99%

Efficiency evaluation of customer satisfaction index in e-banking using the fuzzy data envelopment analysis

Esmaeili¹,

Horri²

2014

10.5267/j.msl

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E-commerce has created significant opportunities for the corporations to understand the customers' expectations, desired values, to increase their satisfaction and to expand their market share, more efficiently. The most significant activity of e-commerce is in the field of e-banking and financial services. Customer satisfaction index is a concept introduced for evaluating of the service quality in electronic banking. Considering the relative importance of customer satisfaction in e-banking, defining scientific criteria for the assessment of mentioned index is very important. So, a scientific and efficient method is always needed. The purpose of this paper is to use the fuzzy data envelopment analysis (DEA) techniques for evaluating and ranking the efficiency of online customer satisfaction index in eight economic banks in Iran. Here, we first study the fuzzy set theory and the method of traditional DEA in the same model. Next, the relationship between them were developed, which provide the fuzzy DEA model with qualitative data. The SPSS and GAMS software package were employed to analyze the data collected through questionnaires. The results show that three economic banks in terms of customer satisfaction in e-banking were located on the efficiency border and were quite efficient.

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E-satisfaction: an initial examination

Cited by 1,524 publications

References 11 publications

How social shopping retains customers? Capturing the essence of website quality and relationship quality

How social shopping retains customers? Capturing the essence of website quality and relationship quality

Tailoring new websites to appeal to those most likely to shop online

Efficiency evaluation of customer satisfaction index in e-banking using the fuzzy data envelopment analysis

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