System usage behavior as a proxy for user satisfaction: an empirical investigation

Downing, Charles E.

doi:10.1016/s0378-7206(98)00090-1

Cited by 69 publications

(37 citation statements)

References 15 publications

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“…Following the standard approach [1,5,11,14], we measure consumer perceptions and related variables in terms of a Likert-type scale ranging from 1 to 5 with the following equivalences,``1'':``not important'' or`s trongly disagree'';``2'':``slightly important'' or`s lightly agree'';``3'' :``neutral'';``4'' :``important'' or``agree''; and``5'':``very important'' or``strongly agree''. Individuals without knowledge or experience of the Internet may harbour a latent willingness to e-shop on it, but it would be dif®cult to elicit such information through a survey.…”

Section: Methodsmentioning

confidence: 99%

Internet-based e-shopping and consumer attitudes: an empirical study

Liao¹,

Cheung²

2001

Information & Management

412

251

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This paper analyses consumer attitudes towards Internet-based e-shopping. It aims to provide a theoretically and empirically grounded initial reference position, against which later research can explore and interpret the effects of changes in variables representing consumer preferences and shifts in these preferences on the success or failure of B2C e-commerce over the Internet. Because of the opportunity to sample at the outset and of ceteris paribus conditions following from the tendency for other factors such as e-transactions cost to remain small and constant, Singapore data were employed. Regression analysis shows that the life content of products, transactions security, price, vendor quality, IT education and Internet usage signi®cantly affect the initial willingness of Singaporeans to e-shop on the Internet. Generalising, we suggest that Internetbased B2C e-commerce can pro®tably be introduced or promoted along similar dimensions in socio-geographically and technologically similar situations. #

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Section: Methodsmentioning

confidence: 99%

Internet-based e-shopping and consumer attitudes: an empirical study

Liao¹,

Cheung²

2001

Information & Management

412

251

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“…A person's capability to use a product or service successfully results in higher satisfaction (Baroudi, Olson, and Ives, 1986;Downing, 1999). Bolton and Lemon (1999) show the strong relationship between service usage and satisfaction, using the customer confirmationdisconfirmation paradigm.…”

Section: Usage Patterns Satisfaction and Retentionmentioning

confidence: 99%

Beyond the technology adoption: Technology readiness effects on post-adoption behavior

Son¹,

han

2011

Journal of Business Research

152

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“…For example, Downing [8] used system usage behavior to infer the user satisfaction of the system. Eyetracks was used in [9] to predict the image quality.…”

Section: Related Workmentioning

confidence: 99%

Inferring the QoE of HTTP video streaming from user-viewing activities

Mok

Chan

Wang

et al. 2011

Proceedings of the First ACM SIGCOMM Workshop on Measurements Up the Stack

140

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HTTP video streaming, employed by most of the videosharing websites, allows users to control the video playback using, for example, pausing and switching the bit rate. These user-viewing activities can be used to mitigate the temporal structure impairments of the video quality. On the other hand, other activities, such as mouse movement, do not help reduce the impairment level. In this paper, we have performed subjective experiments to analyze userviewing activities and correlate them with network path performance and user quality of experience. The results show that network measurement alone may miss important information about user dissatisfaction with the video quality. Moreover, video impairments can trigger user-viewing activities, notably pausing and reducing the screen size. By including the pause events into the prediction model, we can increase its explanatory power.

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System usage behavior as a proxy for user satisfaction: an empirical investigation

Cited by 69 publications

References 15 publications

Internet-based e-shopping and consumer attitudes: an empirical study

Internet-based e-shopping and consumer attitudes: an empirical study

Beyond the technology adoption: Technology readiness effects on post-adoption behavior

Inferring the QoE of HTTP video streaming from user-viewing activities

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