Determinants of online service satisfaction and their impacts on behavioural intentions

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review

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Original languageEnglish
Pages (from-to)953-969
Journal / PublicationTotal Quality Management and Business Excellence
Issue number9
Publication statusPublished - 2009


The paper aims to identify the key antecedents of overall online service satisfaction and reveals their pattern of impact on behavioural consequences. Five determinants of e-service satisfaction were first developed by an exploratory study among online banking users. Data collected through a web-based survey of 235 online service users suggest that each antecedent of e-service satisfaction influences the four behavioural intentions either directly or indirectly through the mediation of overall satisfaction. Theoretical and practical implications of these findings are examined and discussed in depth. © 2009 Taylor & Francis.

Research Area(s)

  • Antecedents of satisfaction, Behavioural consequences, E-satisfaction, Online service