An investigation of cognitive antecedents to satisfaction using web-based decision support systems

Web sites play a critical role in attracting customers. Many Web sites provide different functionalities to assist customers in decision-making. Despite the importance of different types of functionalities provided by Web sites, there is little knowledge about how Web customers' satisfaction is formulated using Web-based decision support systems (DSS). In this study, we develop a conceptual model for investigating cognitive antecedents to Web users' satisfaction in the context of Web-based DSS. The empirical examination of the research model indicates that perceived effectiveness is influenced by perceived accuracy and effort and, in turn, has a positive impact on satisfaction in using Web-based DSS. The implications of this study provide information to Web site designers and developers as to how a Web-based DSS needs to be implemented to enhance Web users' satisfaction.