Title :
A Study of the Structure of Chinese Customer Satisfaction in a Web-Based Shopping Environment
Author :
Chen, Hui ; Li, Zheng
Author_Institution :
Beijing Univ. of Posts & Telecommun., Beijing
Abstract :
Based on 500 data (252 in Study One, 248 in Study Two) collected from China, this study investigated the structure of customer satisfaction in Web-based shopping environment. The author designed a model which can describe this structure after two related studies (Exploratory Factor Analysis was used in Study 1 and Confirmatory Factor Analysis was used in Study 2). Results showed there were 6 factors (Web framework and information, Logistic system, Service, Ease of use, Currency, and Security) in the structure of Chinese customer satisfaction in Web-based shopping environment. Besides, Logistic system was found to be a special factor which is extremely important to Chinese online shoppers .The author hopes these findings will give some help to researchers who study behavior of online shoppers.
Keywords :
Internet; customer satisfaction; electronic commerce; home shopping; Chinese customer satisfaction; Web-based shopping environment; confirmatory factor analysis; exploratory factor analysis; logistic system; Conference management; Customer satisfaction; Customer service; Environmental economics; Environmental management; Information security; Information technology; Logistics; Privacy; Technology management; customer satisfation; online shopper; structure;
Conference_Titel :
Information Technology: New Generations, 2008. ITNG 2008. Fifth International Conference on
Conference_Location :
Las Vegas, NV
Print_ISBN :
0-7695-3099-0
DOI :
10.1109/ITNG.2008.89
