Development of an integrated model of customer satisfaction with online shopping

Authors:
Kyootai Lee;Kailash Joshi
Affiliations:
University of Missouri, St. Louis, St.Louis, MO;University of Missouri, St. Louis, St.Louis, MO
Venue:
Proceedings of the 2006 ACM SIGMIS CPR conference on computer personnel research: Forty four years of computer personnel research: achievements, challenges & the future
Year:
2006

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Abstract

Consumer satisfaction is critically important for the success of a Web based online store. Several prior studies have examined the antecedents of consumer satisfaction. In this study we propose a model of consumer satisfaction by integrating issues from marketing and IS literature. Our analysis identifies issues related to channel traits, Web store traits, and consumer traits as factors that may help influence customer satisfaction.