The impact of different types of satisfaction on C2C platform loyalty

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review

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Detail(s)

Original languageEnglish
Title of host publicationInternational Conference on Information Systems 2011, ICIS 2011
Pages3617-3633
Volume5
Publication statusPublished - 2011

Publication series

Name
Volume5

Conference

Title32nd International Conference on Information System 2011, ICIS 2011
PlaceChina
CityShanghai
Period4 - 7 December 2011

Abstract

Online satisfaction is regarded as an important construct in both the marketing and IS literatures. However, online satisfaction has been treated primarily as a unified concept in previous research, some researchers indicate that satisfaction can be differentiated into several types. We identify four types of customer satisfaction in the C2C online shopping context, viz.: economic satisfaction, social satisfaction, transaction-specific satisfaction and overall satisfaction. In addition, we identify the different antecedents and consequences of these four types of satisfaction. The results of a survey of 239 online buyers indicate that economic satisfaction is positively related to price, product quality and service quality, while social satisfaction is positively related to relationship with the sellers and service quality. Both economic satisfaction and social satisfaction exert a positive impact on overall satisfaction with the website. Finally, all these types of satisfaction can lead to online loyalty. Implications and suggestions for future research are discussed. © (2011) by the AIS/ICIS Administrative Office All rights reserved.

Research Area(s)

  • C2C Platform, Economic satisfaction, Loyalty, Overall satisfaction, Social satisfaction, Transaction-specific satisfaction

Citation Format(s)

The impact of different types of satisfaction on C2C platform loyalty. / Huang, Qian; Davison, Robert.

International Conference on Information Systems 2011, ICIS 2011. Vol. 5 2011. p. 3617-3633.

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review