TY - JOUR
T1 - Examining online consumers' behavior
T2 - A service-oriented view
AU - Song, Jaeki
AU - Baker, Jeff
AU - Lee, Sangno
AU - Wetherbe, James C.
PY - 2012/6
Y1 - 2012/6
N2 - Retailers' websites are an important interface between retailers and their customers. The various features and elements that retailers include on their websites play a critical role in attracting customers and ensuring their satisfaction with the online shopping process. By conducting a three-phased study, we identify how the elements of a website shape customers' salient beliefs. These salient beliefs, in turn, determine the level of customers' satisfaction with the website. This study provides both theoretical insights into the beliefs of online shoppers and practical insights for retail website operators. Specifically, we argue that when retail websites are constructed to include several specific elements that appeal to the key salient beliefs of information quality, service quality, and system quality, retailers will increase customers' satisfaction with the online shopping process.
AB - Retailers' websites are an important interface between retailers and their customers. The various features and elements that retailers include on their websites play a critical role in attracting customers and ensuring their satisfaction with the online shopping process. By conducting a three-phased study, we identify how the elements of a website shape customers' salient beliefs. These salient beliefs, in turn, determine the level of customers' satisfaction with the website. This study provides both theoretical insights into the beliefs of online shoppers and practical insights for retail website operators. Specifically, we argue that when retail websites are constructed to include several specific elements that appeal to the key salient beliefs of information quality, service quality, and system quality, retailers will increase customers' satisfaction with the online shopping process.
KW - Customer satisfaction
KW - Salient beliefs
KW - Service quality
KW - Structural equation modeling
KW - Web elements
KW - e-Commerce
UR - http://www.scopus.com/inward/record.url?scp=84860307082&partnerID=8YFLogxK
U2 - 10.1016/j.ijinfomgt.2011.11.002
DO - 10.1016/j.ijinfomgt.2011.11.002
M3 - Article
AN - SCOPUS:84860307082
SN - 0268-4012
VL - 32
SP - 221
EP - 231
JO - International Journal of Information Management
JF - International Journal of Information Management
IS - 3
ER -