Examining the Effect of E-commerce Website Quality on User Satisfaction

Author

Zhou, Tao ; Zhang, Shuren

Author_Institution

Sch. of Manage., Hangzhou Dianzi Univ., Hangzhou, China

Volume

1

fYear

2009

fDate

22-24 May 2009

Firstpage

418

Lastpage

421

Abstract

Website quality is crucial for acquiring user satisfaction and e-commerce website success. Based on TAM and information system success model, we analyze the effect of website quality on user satisfaction. Website quality includes three dimensions: system quality, information quality and service quality. These dimensions affect user satisfaction through perceived ease of use, perceived usefulness and trust. We collected 193 valid papers and conducted data analysis with LISREL. The results show that system quality is the main factor affecting perceived ease of use, whereas information quality is the main factor affecting perceived usefulness. Service quality has a significant effect on trust, but has no obvious effect on both perceived ease of use and perceived usefulness.

Keywords

Web sites; customer satisfaction; electronic commerce; information systems; LISREL; TAM; data analysis; e-commerce Web site quality; e-commerce Web site success; information quality; information system success model; service quality; system quality; user satisfaction; Delay; Electronic commerce; IP networks; Information analysis; Information security; Information systems; Management information systems; Navigation; Quality management; Web and internet services;

fLanguage

English

Publisher

ieee

Conference_Titel

Electronic Commerce and Security, 2009. ISECS '09. Second International Symposium on

Conference_Location

Nanchang

Print_ISBN

978-0-7695-3643-9

Type

conf

DOI

10.1109/ISECS.2009.24

Filename

5209796