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Measuring The Antecedent Effects Of Service Cognition And Internet Shopping Anxiety On Consumer Satisfaction With E-Tailing Service

Author

Listed:
  • Chengwen YAO

    (Yuan Ze University, Taiwan No.135, YuanDong Rd., JhongLi CIty, Taoyuan County, Taiwan)

  • Shuling LIAO

    (Yuan Ze University, Taiwan No.135, YuanDong Rd., JhongLi CIty, Taoyuan County, Taiwan)

Abstract

Internet shopping anxiety (ISA), or the negative emotion that results from an individual’s experiences with online shopping in particular, is an important factor to explain the consumer’s emotion in ecommerce usage experience, such as e-tailing service usage experience. In this study, we introduce Internet shopping anxiety (ISA) as a new factor that reflect the consumer’s emotion in e-tailing service usage. We explore and empirically validate the relationships among Internet shopping anxiety, perceived risk and consumer satisfaction under the online retailing context. This study surveyed and collected the responses of 239 survey participants with online shopping experience. The results indicated that E-tailing service quality and trust in website have significant negative effects on Internet shopping anxiety. Further, the results showed that Internet shopping anxiety have a significant positive effect on perceived risk. Finally, perceived risk is found to have a significant negative effect on consumers’ satisfaction.

Suggested Citation

  • Chengwen YAO & Shuling LIAO, 2011. "Measuring The Antecedent Effects Of Service Cognition And Internet Shopping Anxiety On Consumer Satisfaction With E-Tailing Service," Management & Marketing, Economic Publishing House, vol. 6(1), Spring.
    • Handle: RePEc:eph:journl:v:6:y:2011:i:1:n:4
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    Cited by:

    1. Kuo-Chien Chang, 2017. "Feeling leads to believing: a Kansei-based approach to explore website users’ purchase intention in the travel agency sector," Information Systems and e-Business Management, Springer, vol. 15(1), pages 21-50, February.
    2. Jian Mou & Dong-Hee Shin & Jason F. Cohen, 2017. "Trust and risk in consumer acceptance of e-services," Electronic Commerce Research, Springer, vol. 17(2), pages 255-288, June.
    3. Faqih, Khaled M.S., 2022. "Internet shopping in the Covid-19 era: Investigating the role of perceived risk, anxiety, gender, culture, and trust in the consumers’ purchasing behavior from a developing country context," Technology in Society, Elsevier, vol. 70(C).

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