Title :
Examining the Effect of E-commerce Website Quality on User Satisfaction
Author :
Zhou, Tao ; Zhang, Shuren
Author_Institution :
Sch. of Manage., Hangzhou Dianzi Univ., Hangzhou, China
Abstract :
Website quality is crucial for acquiring user satisfaction and e-commerce website success. Based on TAM and information system success model, we analyze the effect of website quality on user satisfaction. Website quality includes three dimensions: system quality, information quality and service quality. These dimensions affect user satisfaction through perceived ease of use, perceived usefulness and trust. We collected 193 valid papers and conducted data analysis with LISREL. The results show that system quality is the main factor affecting perceived ease of use, whereas information quality is the main factor affecting perceived usefulness. Service quality has a significant effect on trust, but has no obvious effect on both perceived ease of use and perceived usefulness.
Keywords :
Web sites; customer satisfaction; electronic commerce; information systems; LISREL; TAM; data analysis; e-commerce Web site quality; e-commerce Web site success; information quality; information system success model; service quality; system quality; user satisfaction; Delay; Electronic commerce; IP networks; Information analysis; Information security; Information systems; Management information systems; Navigation; Quality management; Web and internet services;
Conference_Titel :
Electronic Commerce and Security, 2009. ISECS '09. Second International Symposium on
Conference_Location :
Nanchang
Print_ISBN :
978-0-7695-3643-9
DOI :
10.1109/ISECS.2009.24
