The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach

• Published in: Information systems research Vol. 13; no. 3; pp. 296 - 315
• Main Authors: McKinney, Vicki, Yoon, Kanghyun, "Mariam"Zahedi, Fatemeh
• Format: Journal Article
• Language: English
• Published: Linthicum INFORMS 01.09.2002; The Institute for Operations Research and the Management Sciences (INFORMS); Institute for Operations Research and the Management Sciences
• Subjects: Construct Validity; Customer satisfaction; Customers; Data quality; Electronic commerce; Information Quality; Information storage and retrieval systems; Intelligence quotient; Marketing; Mathematical models; Measurement; Modeling; MTMM Analysis; Navigation; Perceptions; Quality; Saliency; Satisfaction; Shopping; Studies; System Quality; Usability; User satisfaction; Web Customer; Web site design; Web-Information Satisfaction; Web-System Satisfaction

Online shopping provides convenience to Web shoppers, yet its electronic format changes information-gathering methods traditionally used by customers. This change raises questions concerning customer satisfaction with the online purchasing process. Web shopping involves a number of phases, including...