TY - GEN
T1 - SATISFACTION WITH INTERNET-BASED SERVICES
T2 - 22nd International Conference on Information Systems, ICIS 2001
AU - Khalifa, Mohamed
AU - Liu, Vanessa
N1 - Publication details (e.g. title, author(s), publication statuses and dates) are captured on an “AS IS” and “AS AVAILABLE” basis at the time of record harvesting from the data source. Suggestions for further amendments or supplementary information can be sent to [email protected].
PY - 2001
Y1 - 2001
N2 - Satisfaction has been studied extensively in information systems. Most studies, however, focused on specific system characteristics, providing very little understanding of the process of satisfaction formation. Furthermore, very little is known about the evolution of satisfaction over time, as most previous studies were cross-sectional, implicitly assuming satisfaction to be static. In this research, we address these problems. We develop, operationalize, and empirically test a model that provides a better understanding of customer satisfaction formation in the context of Internet-based services. We also predict/explain the evolution of satisfaction over time from the stage of adoption of Internet-based services to the post-usage stage. © 2001, Association for Information Systems. All rights reserved.
AB - Satisfaction has been studied extensively in information systems. Most studies, however, focused on specific system characteristics, providing very little understanding of the process of satisfaction formation. Furthermore, very little is known about the evolution of satisfaction over time, as most previous studies were cross-sectional, implicitly assuming satisfaction to be static. In this research, we address these problems. We develop, operationalize, and empirically test a model that provides a better understanding of customer satisfaction formation in the context of Internet-based services. We also predict/explain the evolution of satisfaction over time from the stage of adoption of Internet-based services to the post-usage stage. © 2001, Association for Information Systems. All rights reserved.
KW - desires
KW - disconfirmation
KW - expectations
KW - Internet-based services
KW - satisfaction
UR - https://www.scopus.com/pages/publications/24944464664
UR - https://www.scopus.com/pages/publications/24944464664#tab=impact
M3 - RGC 32 - Refereed conference paper (with host publication)
T3 - Proceedings of the International Conference on Information Systems, ICIS 2001
SP - 601
EP - 606
BT - Proceedings of the International Conference on Information Systems, ICIS 2001
PB - Association for Information Systems
Y2 - 16 December 2001 through 19 December 2001
ER -