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

fYear

2008

fDate

3-5 Aug. 2008

Firstpage

86

Lastpage

90

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;

fLanguage

English

Publisher

ieee

Conference_Titel

Electronic Commerce and Security, 2008 International Symposium on

Conference_Location

Guangzhou City

Print_ISBN

978-0-7695-3258-5

Type

conf

DOI

10.1109/ISECS.2008.97

Filename

4606031