Consumer satisfaction with internet shopping: A research framework and propositions for future research

Christy M. K. Cheung; Matthew K. O. Lee

doi:10.1145/1089551.1089612

Consumer satisfaction with internet shopping: A research framework and propositions for future research

Christy M. K. Cheung, Matthew K. O. Lee

Department of Information Systems

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

53 Citations (Scopus)

Abstract

Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this, the purpose of this study is to propose a research framework that integrates both end-user computing satisfaction literature and service quality literature. This framework explicitly considers information quality, system quality, and service quality as the key dimensions of consumer satisfaction with Internet shopping. We believe the research framework and propositions serve as salient guidelines for researchers. Copyright 2005 ACM.

Original language	English
Title of host publication	ACM International Conference Proceeding Series
Pages	327-334
Volume	113
DOIs	https://doi.org/10.1145/1089551.1089612
Publication status	Published - 2005
Event	7th International Conference on Electronic Commerce, ICEC05 - Xi'an, China Duration: 15 Aug 2005 → 17 Aug 2005

Publication series

Name
Volume	113

Conference

Conference	7th International Conference on Electronic Commerce, ICEC05
Place	China
City	Xi'an
Period	15/08/05 → 17/08/05

Research Keywords

consumer satisfaction
electronic commerce
end-user computing
information quality
Internet shopping
service quality
SERVQUAL
system quality

Policy Impact

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10.1145/1089551.1089612

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abstract = "Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this, the purpose of this study is to propose a research framework that integrates both end-user computing satisfaction literature and service quality literature. This framework explicitly considers information quality, system quality, and service quality as the key dimensions of consumer satisfaction with Internet shopping. We believe the research framework and propositions serve as salient guidelines for researchers. Copyright 2005 ACM.",

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author = "Cheung, {Christy M. K.} and Lee, {Matthew K. O.}",

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language = "English",

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Consumer satisfaction with internet shopping: A research framework and propositions for future research. / Cheung, Christy M. K.; Lee, Matthew K. O.
ACM International Conference Proceeding Series. Vol. 113 2005. p. 327-334.

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

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N2 - Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this, the purpose of this study is to propose a research framework that integrates both end-user computing satisfaction literature and service quality literature. This framework explicitly considers information quality, system quality, and service quality as the key dimensions of consumer satisfaction with Internet shopping. We believe the research framework and propositions serve as salient guidelines for researchers. Copyright 2005 ACM.

AB - Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this, the purpose of this study is to propose a research framework that integrates both end-user computing satisfaction literature and service quality literature. This framework explicitly considers information quality, system quality, and service quality as the key dimensions of consumer satisfaction with Internet shopping. We believe the research framework and propositions serve as salient guidelines for researchers. Copyright 2005 ACM.

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KW - electronic commerce

KW - end-user computing

KW - information quality

KW - Internet shopping

KW - service quality

KW - SERVQUAL

KW - system quality

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Consumer satisfaction with internet shopping: A research framework and propositions for future research

Abstract

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Research Keywords

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