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Title:
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AN E-SATISFACTION MODEL APPLICATION TO INTERNET INFORMATION SEARCH AND PURCHASE |
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Author(s):
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Ana Isabel Torres , Francisco Vitorino Martins |
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ISBN:
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972-98947-8-7 |
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Editors:
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Nitya Karmakar and Pedro Isaías |
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Year:
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2004 |
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Edition:
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Single |
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Keywords:
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Consumer Satisfaction, e-shopping, Internet information search. |
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Type:
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Oral Presentation - 20 minutes |
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First Page:
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313 |
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Last Page:
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319 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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This study is an empirical investigation which proposes and tests an e-satisfaction model. The sample data was collected from Internet users and consumers (Telepac service clients), obtained through an electronic survey. The Servqual scale, which was adapted to electronic services, identifies six dimensions representing Internet information search satisfaction (i.e. information search reliability; convenience; entertainment; assurance; site design and virtual environment) and three dimensions representing satisfaction with Internet purchase experience (i.e. security, product offer and convenience). The e-satisfaction model results demonstrate that entertainment, convenience, reliability and assurance are, in this order, the principal determinants of satisfaction with the Internet use for information search and security, product offer and convenience are the determinants of consumers satisfaction with Internet purchase experience. Most of the results and conclusions are consistent with other antecedent research reviews. Finally, some strategic recommendations and suggestions for further investigation are presented. |
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