Title :
The Factors Influencing Chinese Online Shopper´s Satisfaction in Web2.0 Era
Author :
Chen, Hui ; Li, Zheng
Author_Institution :
Sch. of Econ. & Manage., Beijing Univ. of Posts & Telecommun., Beijing
Abstract :
Based on 327 data from three universities and five virtual communities in China, this study investigated factors affecting customer satisfaction of Chinese online shoppers in Web2.0 era. A SEM model was used. 8 hypotheses among the total 11 hypotheses in SEM model were confirmed in the final. Results show three main findings: (a) Chinese online shoppers are facing "information overload", and recommender system becomes an important factor influencing customer satisfaction of online shopping in China; (b) Logistic is a special factor influencing customer satisfaction in China; (c) a strong positive relationship exists between virtual community satisfaction and overall satisfaction.
Keywords :
Internet; customer satisfaction; electronic commerce; Chinese online shopper satisfaction; Web2.0; customer satisfaction; information overload; recommender system; virtual communities; Communities; Customer satisfaction; Discussion forums; Electronic commerce; Hydrogen; Internet; Logistics; Recommender systems; Security; Yarn; online shopper; satisfaction; web 2.0;
Conference_Titel :
Electronic Commerce and Security, 2008 International Symposium on
Conference_Location :
Guangzhou City
Print_ISBN :
978-0-7695-3258-5
DOI :
10.1109/ISECS.2008.97
