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Working Papers on Information Systems

ISSN 1535-6078

Research Framework for Consumer Satisfaction with Internet Shopping Christy M K Cheung City University of Hong Kong, China Matthew K O Lee City University of Hong Kong, China

Abstract Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this, the purpose of this study is to propose a research framework that integrates both end-user computing satisfaction literature and service quality literature. This framework explicitly considers information quality, system quality, and service quality as the key dimensions of consumer satisfaction with Internet shopping. We believe the research framework and propositions serve as salient guidelines for researchers. Keywords: Consumer Satisfaction, Internet Shopping, Information Quality, System Quality, Service Quality, End-User Computing, SERVQUAL, Electronic Commerce. Permanent URL: http://sprouts.aisnet.org/5-26 Copyright: Creative Commons Attribution-Noncommercial-No Derivative Works License Reference: Cheung, C.M.K., Lee, M.K.O. (2005). "Research Framework for Consumer Satisfaction with Internet Shopping," City University of Hong Kong, China . Sprouts: Working Papers on Information Systems, 5(26). http://sprouts.aisnet.org/5-26

Sprouts - http://sprouts.aisnet.org/5-26

Research Framework for Consumer Satisfaction with Internet Shopping

Cheung M.K. Cheung Department of Information Systems City University of Hong Kong Tel: (852) 27844745 Fax: (852) 27888694 Email: iscc@cityu.edu.hk

Matthew K.O. Lee Department of Information Systems City University of Hong Kong Tel: (852) 27887348 Fax: (852) 27888694 Email: ismatlee@cityu.edu.hk

Abstract Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this, the purpose of this study is to propose a research framework that integrates both end-user computing satisfaction literature and service quality literature. This framework explicitly considers information quality, system quality, and service quality as the key dimensions of consumer satisfaction with Internet shopping. We believe the research framework and propositions serve as salient guidelines for researchers.

Keywords: Consumer Satisfaction, Internet Shopping, Information Quality, System Quality, Service Quality, End-User Computing, SERVQUAL, Electronic Commerce.

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INTRODUCTION

The advent of the Internet has empowered consumers. Consumers can access a virtually unlimited selection of products, brands, and sellers. They can switch brands or try different products in a single click. However, consumers have limited time and unlimited choice. They would naturally stick to the Internet merchants who meet their needs and provide quality services. Recent statistics showed that 80 percent of the highly satisfied online consumers would shop again within two months, and 90 percent would recommend the Internet retailer

Sprouts - http://sprouts.aisnet.org/5-26

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to others1. On the other hand, 87 percent of dissatisfied customer would permanently leave their Internet merchants without any complaints2. To thrive in the competitive electronic environment, only customer-centric retailers that develop genuinely customer relationship strategies and effectively manage their customer online shopping experiences would eventually survive. Satisfaction is one of the most important consumer reactions in Internet shopping, and its importance is reflected in the ability to help build up customer loyalty (Anderson and Srinivasan 2003), enhance favorable word of mouth (Bhattacherjee 2001), lead to repeat purchases (Reibstein 2002) and improve the company’s market share and profitability (Reichheld and Schefter 2000). Research into satisfaction with consumer-based electronic commerce is just...
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