IDEAS home Printed from https://ideas.repec.org/a/aic/saebjn/v63y2016i1p29-54n18.html
   My bibliography  Save this article

A Model Of Website Quality-Based E-Commerce Satisfaction Index

Author

Listed:
  • Lina PilelienÄ—
  • Viktorija GrigaliÅ«naitÄ—

Abstract

In the contemporary highly competitive e-business market, organization’s success depends on satisfaction and loyalty of its customers. Whereas the differentiation of the determinants and their impact on customer satisfaction in different countries exists, the research aims at developing a model of website quality-based e-commerce customer satisfaction index. While achieving the aim of the article, the analysis and synthesis of scientific literature is provided. Furthermore, quantitative research and the analysis of the research results by means of principle component analysis, structural equation modelling using partial least squares path modelling methodology, and Importance-Performance matrix are applied. As a research result, the model of website quality-based e-commerce customer satisfaction index is elaborated. Latter model indicates the factors, which are worth investments in order to gain customer satisfaction and loyalty. As a result, not profitable investments might be avoided, which could contribute to the growing competitiveness of e-business. JEL Codes - M310, M390

Suggested Citation

  • Lina PilelienÄ— & Viktorija GrigaliÅ«naitÄ—, 2016. "A Model Of Website Quality-Based E-Commerce Satisfaction Index," Scientific Annals of Economics and Business (continues Analele Stiintifice), Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, vol. 63(1), pages 29-54, March.
    • Handle: RePEc:aic:saebjn:v:63:y:2016:i:1:p:29-54:n:18
    as

    Download full text from publisher

    File URL: http://saeb.feaa.uaic.ro/index.php/saeb/article/view/987
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Hsu, Meng-Hsiang & Chang, Chun-Ming & Chuang, Li-Wen, 2015. "Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan," International Journal of Information Management, Elsevier, vol. 35(1), pages 45-56.
    2. Al-Qeisi, Kholoud & Dennis, Charles & Alamanos, Eleftherios & Jayawardhena, Chanaka, 2014. "Website design quality and usage behavior: Unified Theory of Acceptance and Use of Technology," Journal of Business Research, Elsevier, vol. 67(11), pages 2282-2290.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Aladwani, Adel M., 2018. "A quality-facilitated socialization model of social commerce decisions," International Journal of Information Management, Elsevier, vol. 40(C), pages 1-7.
    2. Šneiderienė Agnė & Beniušis Antanas, 2022. "Factors Influencing the Decision-Making of Users of Lithuanian E-Commerce Platforms," Management Theory and Studies for Rural Business and Infrastructure Development, Sciendo, vol. 44(1), pages 72-83, March.
    3. Sohn, Stefanie, 2017. "A contextual perspective on consumers' perceived usefulness: The case of mobile online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 22-33.
    4. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 0. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 0, pages 1-26.
    5. Mohammad Hussain, 2017. "The Determinants of Repeat Purchase Intention for Luxury Brands among Generation Y Consumers in Malaysia," Asian Social Science, Canadian Center of Science and Education, vol. 13(9), pages 125-125, September.
    6. An Ha Thi Pham & Dong Xuan Pham & Eleftherios I. Thalassinos & Anh Hoang Le, 2022. "The Application of Sem–Neural Network Method to Determine the Factors Affecting the Intention to Use Online Banking Services in Vietnam," Sustainability, MDPI, vol. 14(10), pages 1-20, May.
    7. Chi-Yo Huang & Hui-Ya Wang & Chia-Lee Yang & Steven J. H. Shiau, 2020. "A Derivation of Factors Influencing the Diffusion and Adoption of an Open Source Learning Platform," Sustainability, MDPI, vol. 12(18), pages 1-27, September.
    8. 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.
    9. Harris, Mark A. & Brookshire, Robert & Chin, Amita Goyal, 2016. "Identifying factors influencing consumers’ intent to install mobile applications," International Journal of Information Management, Elsevier, vol. 36(3), pages 441-450.
    10. Igor Fedorko & Richard Fedorko & Beata Gavurova & Radovan Bačík, 2021. "Social media in the context of technology acceptance model," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(1), pages 519-528, September.
    11. Zohra Ghali-Zinoubi, 2023. "Online Retailers’ Perceived Ethics and Consumer Repetitive Purchases Under the Moderating Role of Reputation: A Commitment-Trust Theory Perspective," SAGE Open, , vol. 13(4), pages 21582440231, November.
    12. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    13. Rahi, Samar & Abd.Ghani, Mazuri & Hafaz Ngah, Abdul, 2019. "Integration of unified theory of acceptance and use of technology in internet banking adoption setting: Evidence from Pakistan," Technology in Society, Elsevier, vol. 58(C).
    14. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 2017. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 17(2), pages 203-228, June.
    15. Jana Prodanova & Sonia San-Martín & Nadia Jiménez, 2017. "Enfoque teórico multidisciplinar para la provisión electrónica de servicios," DOCFRADIS Working Papers 1705, Catedra Fundación Ramón Areces de Distribución Comercial, revised Oct 2017.
    16. Ponzoa, José M. & Gómez, Andrés & Villaverde, Silvia & Díaz, Vicente, 2021. "Technologically empowered? perception and acceptance of AR glasses and 3D printers in new generations of consumers," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    17. Soud M. Almahamid & Amjad F. Tweiqat & Mousa S. Almanaseer, 2016. "University website quality characteristics and success: lecturers' perspective," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 22(1), pages 41-61.
    18. Amoroso, Donald & Lim, Ricardo, 2017. "The mediating effects of habit on continuance intention," International Journal of Information Management, Elsevier, vol. 37(6), pages 693-702.
    19. Hwang, Jinsoo & Kim, Jinkyung Jenny & Lee, Kwang-Woo, 2021. "Investigating consumer innovativeness in the context of drone food delivery services: Its impact on attitude and behavioral intentions," Technological Forecasting and Social Change, Elsevier, vol. 163(C).
    20. Patel, Vipul & Das, Kallol & Chatterjee, Ravi & Shukla, Yupal, 2020. "Does the interface quality of mobile shopping apps affect purchase intention? An empirical study," Australasian marketing journal, Elsevier, vol. 28(4), pages 300-309.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aic:saebjn:v:63:y:2016:i:1:p:29-54:n:18. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sireteanu Napoleon-Alexandru (email available below). General contact details of provider: https://edirc.repec.org/data/feaicro.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.