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A study on the antecedents and consequences of satisfaction and dissatisfaction in web portal usage

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  • Sang-Gun Lee
  • Chang-Gyu Yang
  • Sin-Bok Lee
  • Jae-Beom Lee

Abstract

Unlike previous studies on web portal preference that focused mostly on satisfaction, this study considered both satisfaction and dissatisfaction. This study established that (1) web portal preference was driven by attractive, must-be, and one-dimensional qualities, (2) web portals need to develop service strategies by taking into account users’ satisfaction and dissatisfaction in accordance with preference drivers, and (3) users view security as a requisite and thus, even if they are not satisfied with services of a portal, they tend to appeal their opinion without leaving the portal. This study emphasizes that a web portal that desires to be a dominant market player must provide differentiated services according to the preference drivers and must continuously encourage user participation in order to improve service quality. Copyright Springer-Verlag Berlin Heidelberg 2015

Suggested Citation

  • Sang-Gun Lee & Chang-Gyu Yang & Sin-Bok Lee & Jae-Beom Lee, 2015. "A study on the antecedents and consequences of satisfaction and dissatisfaction in web portal usage," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 567-586, September.
    • Handle: RePEc:spr:svcbiz:v:9:y:2015:i:3:p:567-586
    DOI: 10.1007/s11628-014-0240-3
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    Cited by:

    1. Li-Chun Hsu, 2018. "Investigating Effect of Service Encounter, Value, and Satisfaction on Word of Mouth: An Outpatient Service Context," IJERPH, MDPI, vol. 15(1), pages 1-15, January.
    2. Ilisa Fajriyati & Adi Zakaria Afiff & Gita Gayatri & Sri Rahayu Hijrah Hati, 2022. "Attributes Influencing Overall Tourist Satisfaction and Its Consequences for Muslim-Majority Destination," SAGE Open, , vol. 12(1), pages 21582440211, January.
    3. Damjan Vavpotič & Marko Robnik-Šikonja & Tomaž Hovelja, 2020. "Exploring the Relations Between Net Benefits of IT Projects and CIOs’ Perception of Quality of Software Development Disciplines," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(4), pages 347-360, August.
    4. Shin, Sunkyung & Park, Jooyeun, 2021. "Factors affecting users' satisfaction and dissatisfaction of OTT services in South Korea," Telecommunications Policy, Elsevier, vol. 45(9).

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