Determinants of online service satisfaction and their impacts on behavioural intentions

Fue Zeng; Zuohao Hu; Rong Chen; Zhilin Yang

doi:10.1080/14783360903181719

Author(s)

Fue Zeng
Zuohao Hu
Rong Chen
Zhilin Yang

Related Research Unit(s)

Department of Marketing

Detail(s)

Original language	English
Pages (from-to)	953-969
Journal / Publication	Total Quality Management and Business Excellence
Volume	20
Issue number	9
Publication status	Published - 2009

Link(s)

DOI	DOI https://doi.org/10.1080/14783360903181719 Final Published version
	Check@CityULib
Link to Scopus	https://www.scopus.com/record/display.uri?eid=2-s2.0-70349850936&origin=recordpage
Permanent Link	https://scholars.cityu.edu.hk/en/publications/publication(1901fdce-1086-4ba6-a098-b8bb8c5f6f4c).html

Abstract

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

Citation Format(s)

[ RIS ] [ BibTeX ]

Determinants of online service satisfaction and their impacts on behavioural intentions. / Zeng, Fue; Hu, Zuohao; Chen, Rong et al.

In: Total Quality Management and Business Excellence, Vol. 20, No. 9, 2009, p. 953-969.

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

Zeng, F, Hu, Z, Chen, R & Yang, Z 2009, 'Determinants of online service satisfaction and their impacts on behavioural intentions', Total Quality Management and Business Excellence, vol. 20, no. 9, pp. 953-969. https://doi.org/10.1080/14783360903181719

Zeng, F., Hu, Z., Chen, R., & Yang, Z. (2009). Determinants of online service satisfaction and their impacts on behavioural intentions. Total Quality Management and Business Excellence, 20(9), 953-969. https://doi.org/10.1080/14783360903181719

Zeng F, Hu Z, Chen R, Yang Z. Determinants of online service satisfaction and their impacts on behavioural intentions. Total Quality Management and Business Excellence. 2009;20(9):953-969. doi: 10.1080/14783360903181719

Zeng, Fue ; Hu, Zuohao ; Chen, Rong et al. / Determinants of online service satisfaction and their impacts on behavioural intentions. In: Total Quality Management and Business Excellence. 2009 ; Vol. 20, No. 9. pp. 953-969.