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

Listed author(s):
  • Sang-Gun Lee

    ()

  • Chang-Gyu Yang

    ()

  • Sin-Bok Lee

    ()

  • Jae-Beom Lee

    ()

Registered author(s):

    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

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    File URL: http://hdl.handle.net/10.1007/s11628-014-0240-3
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    Article provided by Springer & Pan-Pacific Business Association in its journal Service Business.

    Volume (Year): 9 (2015)
    Issue (Month): 3 (September)
    Pages: 567-586

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    Handle: RePEc:spr:svcbiz:v:9:y:2015:i:3:p:567-586
    DOI: 10.1007/s11628-014-0240-3
    Contact details of provider: Web page: http://www.springer.com

    Web page: http://www.panpacificbusiness.org/

    Order Information: Web: http://www.springer.com/business/journal/11628

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    1. Argenton, C. & Prüfer, J., 2012. "Search engine competition with network externalities," Other publications TiSEM c76d07b9-7d86-42c4-9b47-c, Tilburg University, School of Economics and Management.
    2. Sang-Gun Lee & Eui-bang Lee & Chang-Gyu Yang, 2014. "Strategies for ICT product diffusion: the case of the Korean mobile communications market," Service Business, Springer;Pan-Pacific Business Association, vol. 8(1), pages 65-81, March.
    3. Dong Choi & Jongeun Oh & Yeonbae Kim & Junseok Hwang, 2012. "Competition in the Korean Internet Portal Market: Network Effects, Profit, and Market Efficiency," Review of Industrial Organization, Springer;The Industrial Organization Society, vol. 40(1), pages 51-73, February.
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    8. Keramati, Abbas & Ardabili, Seyed M.S., 2011. "Churn analysis for an Iranian mobile operator," Telecommunications Policy, Elsevier, vol. 35(4), pages 344-356, May.
    9. Kenney, Martin & Pon, Bryan, 2011. "Structuring the Smartphone Industry. Is the Mobile Internet OS Platform the Key?," Discussion Papers 1238, The Research Institute of the Finnish Economy.
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    13. Sang Lee & Taewan Kim & Yonghwi Noh & Byungku Lee, 2010. "Success factors of platform leadership in web 2.0 service business," Service Business, Springer;Pan-Pacific Business Association, vol. 4(2), pages 89-103, June.
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