The Factors Influencing Chinese Online Shopper´s Satisfaction Based on Virtual Community

Author

Chen, Hui ; Li, Zheng

Author_Institution

Sch. of Econ. & Manage., Beijing Univ. of Posts & Telecommun., Beijing

fYear

2008

fDate

12-14 Oct. 2008

Firstpage

1

Lastpage

4

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 based on virtual community. 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

customer satisfaction; electronic commerce; logistics; retail data processing; Chinese online shopper satisfaction; SEM model; customer satisfaction; information overload; logistic; recommender system; virtual community; Customer satisfaction; Demography; Feedback; Hydrogen; Information security; Internet; Logistics; Numerical analysis; Recommender systems; Yarn;

fLanguage

English

Publisher

ieee

Conference_Titel

Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on

Conference_Location

Dalian

Print_ISBN

978-1-4244-2107-7

Electronic_ISBN

978-1-4244-2108-4

Type

conf

DOI

10.1109/WiCom.2008.2167

Filename

4680356