Le rôle modérateur du type de produit sur la relation entre la qualité perçu et la satisfaction envers un site web marchand

Moez Ltifi and Jamel-Eddine Gharbi
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Moez Ltifi: Faculté des Sciences Economique et de Gestion de Sfax (FSEGS), Tunisie
Jamel-Eddine Gharbi: Faculté des Sciences Juridiques, Economiques et de Gestion de Jendouba, Tunisie

Communication and Marketing Journal, 2011, vol. 1, issue 3, pages 71-96

Abstract: The objective of this research is to study the impact of the perceived quality of the commercial Web site (convenience, selection of the product/service, informativeness of the site, price and customization) on e-satisfaction. In the same way, to see the moderating impact of the type of product (utility and hedonist) on this relation. The data-gathering was carried out by a laboratory experiment followed by a questionnaire. The results show that the quality of the Web sites (convenience, selection of the product, informativeness of the site, price and customisation) influence positively the satisfaction of the cybercostomers. Finally, the type of product (utility and hedonist) has a positive significant impact on this relation.

Keywords: electronic commerce; Internet; quality of the Web site; type of product and e-satisfaction (search for similar items in EconPapers)
JEL-codes: Z0 (search for similar items in EconPapers)
Date: 2011
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