Consumer satisfaction with internet shopping: a research framework and propositions for future research

Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this, the purpose of this study is to propose a research framework that integrates both end-user computing satisfaction literature and service quality literature. This framework explicitly considers information quality, system quality, and service quality as the key dimensions of consumer satisfaction with Internet shopping. We believe the research framework and propositions serve as salient guidelines for researchers. Keywords Consumer Satisfaction; Internet Shopping; Information Quality; System Quality; Service Quality; End-User Computing; SERVQUAL; Electronic Commerce

• Type: Conference
• Year: 2005
• Where: ACMICEC
• Authors: Christy M. K. Cheung, Matthew K. O. Lee
• Keywords: ACMICEC 2005, Consumer Satisfaction, Internet Shopping, Service Quality