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The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach

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Cited by:

  1. Shin, Bongsik & Lee, Sanghoon & Lee, Ho Geun, 2016. "Examining an extended duality perspective regarding success conditions of IT service," International Journal of Information Management, Elsevier, vol. 36(2), pages 226-239.
  2. Xusen Cheng & Ying Bao & Bo Yang & Sihua Chen & Yiting Zuo & Mikko Siponen, 2023. "Investigating Students’ Satisfaction with Online Collaborative Learning During the COVID-19 Period: An Expectation-Confirmation Model," Group Decision and Negotiation, Springer, vol. 32(4), pages 749-778, August.
  3. Gerrit Antonides & Lies Hovestadt, 2021. "Product Attributes, Evaluability, and Consumer Satisfaction," Sustainability, MDPI, vol. 13(22), pages 1-20, November.
  4. Fan-Chuan Tseng, 2021. "Antecedents of Expectation and Continuance on Internet Group Buying Intention: An Empirical Study in Taiwan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(10), pages 130-130, July.
  5. Nina Shin & Donghui Kim & Sangwook Park & Jungsuk Oh, 2018. "The moderation effects of mobile technology advancement and system barrier on m-commerce channel preference behavior," Information Systems and e-Business Management, Springer, vol. 16(1), pages 125-154, February.
  6. Aan Widodo, 2022. "The External Communication in Organizational Performance at Court Of Justice," GATR Journals gjbssr610, Global Academy of Training and Research (GATR) Enterprise.
  7. Robert F. Easley & Hong Guo & Jan Krämer, 2018. "Research Commentary—From Net Neutrality to Data Neutrality: A Techno-Economic Framework and Research Agenda," Information Systems Research, INFORMS, vol. 29(2), pages 253-272, June.
  8. Ponnamma Divakaran, Pradeep Kumar, 2018. "Technology-enabled community data for gaining pre-release brand insights," Technological Forecasting and Social Change, Elsevier, vol. 127(C), pages 217-226.
  9. Ding, David Xin & Hu, Paul Jen-Hwa & Sheng, Olivia R. Liu, 2011. "e-SELFQUAL: A scale for measuring online self-service quality," Journal of Business Research, Elsevier, vol. 64(5), pages 508-515, May.
  10. Heinze, Nathan & Hu, Qing, 2006. "The evolution of corporate web presence: A longitudinal study of large American companies," International Journal of Information Management, Elsevier, vol. 26(4), pages 313-325.
  11. Barnes, Stuart J. & Vidgen, Richard T., 2014. "Technology socialness and Web site satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 89(C), pages 12-25.
  12. Jin, Xiao-Ling & Zhou, Zhongyun & Lee, Matthew K.O. & Cheung, Christy M.K., 2013. "Why users keep answering questions in online question answering communities: A theoretical and empirical investigation," International Journal of Information Management, Elsevier, vol. 33(1), pages 93-104.
  13. Sriram Thirumalai & Kingshuk K. Sinha, 2013. "To Personalize or Not to Personalize Online Purchase Interactions: Implications of Self-Selection by Retailers," Information Systems Research, INFORMS, vol. 24(3), pages 683-708, September.
  14. Dongping Liu & Hai Zhang, 2021. "Developing a New Model for Understanding Teacher Satisfaction With Online Learning," SAGE Open, , vol. 11(3), pages 21582440211, July.
  15. Debarun Chakraborty, 2019. "Customer Satisfaction Towards Food Service Apps in Indian Metro Cities," FIIB Business Review, , vol. 8(3), pages 245-255, September.
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  17. Idrees Waris & Rashid Ali & Anand Nayyar & Mohammed Baz & Ran Liu & Irfan Hameed, 2022. "An Empirical Evaluation of Customers’ Adoption of Drone Food Delivery Services: An Extended Technology Acceptance Model," Sustainability, MDPI, vol. 14(5), pages 1-18, March.
  18. Yipu Deng & Jinyang Zheng & Warut Khern-am-nuai & Karthik Kannan, 2022. "More than the Quantity: The Value of Editorial Reviews for a User-Generated Content Platform," Management Science, INFORMS, vol. 68(9), pages 6865-6888, September.
  19. Brown, Susan A. & Venkatesh, Viswanath & Kuruzovich, Jason & Massey, Anne P., 2008. "Expectation confirmation: An examination of three competing models," Organizational Behavior and Human Decision Processes, Elsevier, vol. 105(1), pages 52-66, January.
  20. Busalim, Abdelsalam H. & Ghabban, Fahad & Hussin, Ab Razak Che, 2021. "Customer engagement behaviour on social commerce platforms: An empirical study," Technology in Society, Elsevier, vol. 64(C).
  21. Sharma, Mahak & Antony, Rose & Sehrawat, Rajat & Cruz, Angel Contreras & Daim, Tugrul U., 2022. "Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services," Technology in Society, Elsevier, vol. 68(C).
  22. Zhang, Yufei & Voorhees, Clay M. & Lin, Chen & Chiang, Jeongwen & Hult, G.Tomas M. & Calantone, Roger J., 2022. "Information Search and Product Returns Across Mobile and Traditional Online Channels," Journal of Retailing, Elsevier, vol. 98(2), pages 260-276.
  23. Luis Fernando Hor-Meyll & Marcelo Barreiros Barreto & Marie Agnes Chauvel & Fábio Francisco de Araujo, 2012. "Why do buyers complain about online purchases?," Brazilian Business Review, Fucape Business School, vol. 9(4), pages 127-150, October.
  24. Andreas I. Nicolaou & D. Harrison McKnight, 2006. "Perceived Information Quality in Data Exchanges: Effects on Risk, Trust, and Intention to Use," Information Systems Research, INFORMS, vol. 17(4), pages 332-351, December.
  25. Soumya Ray & Sung S. Kim & James G. Morris, 2014. "The Central Role of Engagement in Online Communities," Information Systems Research, INFORMS, vol. 25(3), pages 528-546, September.
  26. Achmad Ghazali & Alexei Tretiakov & Dematria Pringgabayu & Dany Muhammad Athory Ramdlany, 2017. "Analyzing Knowledge Construction in Online Health Group Discussion," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 16(01), pages 1-19, March.
  27. Yi-Wen Fan & Edward Ku, 2008. "Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing," The Service Industries Journal, Taylor & Francis Journals, vol. 30(2), pages 203-223, February.
  28. Matthias Gräuler & Michael Freundlieb & Kerstin Ortwerth & Frank Teuteberg, 2013. "Understanding the beliefs, actions and outcomes of sustainability reporting: An experimental approach," Information Systems Frontiers, Springer, vol. 15(5), pages 779-797, November.
  29. Jin Li & Yulan Zhang & Jianping Li & Jiangze Du, 2023. "The Role of Sentiment Tendency in Affecting Review Helpfulness for Durable Products: Nonlinearity and Complementarity," Information Systems Frontiers, Springer, vol. 25(4), pages 1459-1477, August.
  30. Young Mee Shin & Seung Chang Lee & Bongsik Shin & Ho Geun Lee, 2010. "Examining influencing factors of post-adoption usage of mobile internet: Focus on the user perception of supplier-side attributes," Information Systems Frontiers, Springer, vol. 12(5), pages 595-606, November.
  31. Dongmin Kim & Izak Benbasat, 2006. "The Effects of Trust-Assuring Arguments on Consumer Trust in Internet Stores: Application of Toulmin's Model of Argumentation," Information Systems Research, INFORMS, vol. 17(3), pages 286-300, September.
  32. Steven D. Sheetz & Andrea Kavanaugh & Hamida Skandrani & Edward A. Fox, 2021. "Uses and Gratifications of Political Information: Student Perceptions of Information from the 2014 Tunisian Elections," International Journal of Management Science and Business Administration, Inovatus Services Ltd., vol. 7(4), pages 36-44, May.
  33. De Obesso Arias, María de las Mercedes & Pérez Rivero, Carlos Alberto & Carrero Márquez, Oliver, 2023. "Artificial intelligence to manage workplace bullying," Journal of Business Research, Elsevier, vol. 160(C).
  34. Li, Han & Gupta, Ashish & Zhang, Jie & Flor, Nick, 2020. "Who will use augmented reality? An integrated approach based on text analytics and field survey," European Journal of Operational Research, Elsevier, vol. 281(3), pages 502-516.
  35. Emmanuel W. Ayaburi & Jaeung Lee & Michele Maasberg, 0. "Understanding Crowdsourcing Contest Fitness Strategic Decision Factors and Performance: An Expectation-Confirmation Theory Perspective," Information Systems Frontiers, Springer, vol. 0, pages 1-14.
  36. Ageeva, Elena & Melewar, T.C. & Foroudi, Pantea & Dennis, Charles & Jin, Zhongqi, 2018. "Examining the influence of corporate website favorability on corporate image and corporate reputation: Findings from fsQCA," Journal of Business Research, Elsevier, vol. 89(C), pages 287-304.
  37. Neus Vila-Brunet & Josep Llach, 2020. "OSS-Qual: Holistic Scale to Assess Customer Quality Perception When Buying Secondhand Products in Online Platforms," Sustainability, MDPI, vol. 12(21), pages 1-15, November.
  38. Pee, L.G. & Jiang, James & Klein, Gary, 2018. "Signaling effect of website usability on repurchase intention," International Journal of Information Management, Elsevier, vol. 39(C), pages 228-241.
  39. S, Suresh Kumar & S R, Shehnaz & Salam, Shiny, 2020. "Resurgence of small eateries– The successful business model of online Food Apps in major cities of Kerala," MPRA Paper 109185, University Library of Munich, Germany.
  40. German F. Retana & Chris Forman & D. J. Wu, 2016. "Proactive Customer Education, Customer Retention, and Demand for Technology Support: Evidence from a Field Experiment," Manufacturing & Service Operations Management, INFORMS, vol. 18(1), pages 34-50, February.
  41. Jeffrey L. Jenkins & Mark Grimes & Jeffrey Gainer Proudfoot & Paul Benjamin Lowry, 2014. "Improving Password Cybersecurity Through Inexpensive and Minimally Invasive Means: Detecting and Deterring Password Reuse Through Keystroke-Dynamics Monitoring and Just-in-Time Fear Appeals," Information Technology for Development, Taylor & Francis Journals, vol. 20(2), pages 196-213, April.
  42. Yang, Xue, 2021. "Determinants of consumers’ continuance intention to use social recommender systems: A self-regulation perspective," Technology in Society, Elsevier, vol. 64(C).
  43. Divakaran, Pradeep Kumar Ponnamma & Palmer, Adrian & Søndergaard, Helle Alsted & Matkovskyy, Roman, 2017. "Pre-launch Prediction of Market Performance for Short Lifecycle Products Using Online Community Data," Journal of Interactive Marketing, Elsevier, vol. 38(C), pages 12-28.
  44. Verhagen, Tibert & Meents, Selmar, 2007. "A Framework for Developing Semantic Differentials in IS research: Assessing the Meaning of Electronic Marketplace Quality (EMQ)," Serie Research Memoranda 0016, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
  45. Wen-Lung Shiau & Yogesh K. Dwivedi, 2013. "Citation and co-citation analysis to identify core and emerging knowledge in electronic commerce research," Scientometrics, Springer;Akadémiai Kiadó, vol. 94(3), pages 1317-1337, March.
  46. Davit Marikyan & Savvas Papagiannidis & Eleftherios Alamanos, 2023. "Cognitive Dissonance in Technology Adoption: A Study of Smart Home Users," Information Systems Frontiers, Springer, vol. 25(3), pages 1101-1123, June.
  47. Dr. Neelotpaul Banerjee & Santosh Sah, 2012. "A Comparative Study of Customers¡¯ Perceptions of Service Quality Dimensions between Public and Private Banks in India," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 3(5), pages 33-44, September.
  48. Sun, Jonghak & Teng, James T.C., 2017. "The construct of information systems use benefits: Theoretical explication of its underlying dimensions and the development of a measurement scale," International Journal of Information Management, Elsevier, vol. 37(5), pages 400-416.
  49. Wu, ChienHsing & Kao, Shu-Chen & Chiu, Hsin-Yi, 2019. "Determinants of discontinuous intention of attention to mobile instant message services," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 219-230.
  50. Kartik K. Ganju & Hilal Atasoy & Paul A. Pavlou, 2022. "Do Electronic Health Record Systems Increase Medicare Reimbursements? The Moderating Effect of the Recovery Audit Program," Management Science, INFORMS, vol. 68(4), pages 2889-2913, April.
  51. Algharabat, Raed & Abdallah Alalwan, Ali & Rana, Nripendra P. & Dwivedi, Yogesh K., 2017. "Three dimensional product presentation quality antecedents and their consequences for online retailers: The moderating role of virtual product experience," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 203-217.
  52. Chiyao Sun & Ji’an Liu & Liana Razmerita & Yanru Xu & Jia Qi, 2022. "Higher Education to Support Sustainable Development: The Influence of Information Literacy and Online Learning Process on Chinese Postgraduates’ Innovation Performance," Sustainability, MDPI, vol. 14(13), pages 1-16, June.
  53. Gudigantala, Naveen & Song, Jaeki & Jones, Donald, 2011. "User satisfaction with Web-based DSS: The role of cognitive antecedents," International Journal of Information Management, Elsevier, vol. 31(4), pages 327-338.
  54. Steinhart, Yael & Kamins, Michael A. & Mazursky, David & Noy, Avraham, 2013. "Thinking or Feeling the Risk in Online Auctions: The Effects of Priming Auction Outcomes and the Dual System on Risk Perception and Amount Bid," Journal of Interactive Marketing, Elsevier, vol. 27(1), pages 47-61.
  55. Cho, Yun Kyung, 2015. "Creating customer repurchase intention in Internet retailing: The effects of multiple service events and product type," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 213-222.
  56. Lee, Sang-Yong Tom & Kim, Hee-Woong & Gupta, Sumeet, 2009. "Measuring open source software success," Omega, Elsevier, vol. 37(2), pages 426-438, April.
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