Determinants of online service satisfaction and their impacts on behavioural intentions

The paper aims to identify the key antecedents of overall online service satisfaction and reveals their pattern of impact on behavioural consequences. Five determinants of e-service satisfaction were first developed by an exploratory study among online banking users. Data collected through a web-bas...

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Veröffentlicht in:Total quality management & business excellence 2009-09, Vol.20 (9), p.953-969
Hauptverfasser: Zeng, Fue, Hu, Zuohao, Chen, Rong, Yang, Zhilin
Format: Artikel
Sprache:eng
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Zusammenfassung:The paper aims to identify the key antecedents of overall online service satisfaction and reveals their pattern of impact on behavioural consequences. Five determinants of e-service satisfaction were first developed by an exploratory study among online banking users. Data collected through a web-based survey of 235 online service users suggest that each antecedent of e-service satisfaction influences the four behavioural intentions either directly or indirectly through the mediation of overall satisfaction. Theoretical and practical implications of these findings are examined and discussed in depth.
ISSN:1478-3363
1478-3371
DOI:10.1080/14783360903181719