Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics

• Published in: Information systems research Vol. 13; no. 3; pp. 316 - 333
• Main Authors: Devaraj, Sarv, Fan, Ming, Kohli, Rajiv
• Format: Journal Article
• Language: English
• Published: INFORMS 01.09.2002; The Institute for Operations Research and the Management Sciences (INFORMS)
• Subjects: Business to consumer; Channel preference; Consumer behavior; Customer satisfaction; Customers; Electronic commerce; Information storage and retrieval systems; Marketing; Modeling; Online shopping; Satisfaction; Service Quality (SERVQUAL); Shopping; Technology Acceptance Model (TAM); Transaction Cost Analysis (TCA); Transaction costs

Although electronic commerce (EC) has created new opportunities for businesses as well as consumers, questions about consumer attitudes toward Business-to-Consumer (B2C) e-commerce vis-à-vis the conventional shopping channels continue to persist. This paper reports results of a study that measured c...