2007 · 44 citations · 39 references
BusinessInformation SystemsMarketingConsumer BehaviorE-commerce RetailingE-commerce SystemsBusiness-to-consumer E-commerceConsumer SatisfactionCustomer Experience ManagementCustomer SatisfactionE-commerce MarketingOnline Consumer BehaviorCustomer ExperienceCustomer Satisfaction VariablesDelivery Performance EvaluationDelivery Performance MeasurementOnline Customer SatisfactionProduct Variety EffectsService Encounter SatisfactionTechnology-mediated Service Encounter
With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customer satisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. [43] and the factors proposed by Jarvenpaa and Todd [27]. The model overarches variables that can influence customer satisfaction in technology mediated service encounters. An empirical analysis identified the relative importance of different factors in online service encounters for customer satisfaction. In the order of importance, these factors were: delivery performance, time saved, website functional properties, internet familiarity, and price saved. Some other factors that were not found to be significant included: website aesthetic properties, risk, customer support, and product variety.
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Trust and TAM in Online Shopping: An Integrated Model1
Elena Karahanna, Straub · MIS Quarterly · 2003 · 8.2K citations