Attribute Perceptions, Customer Satisfaction and Intention to Recommend E-Services

Adam Finn, Luming Wang and Tema Frank

Journal of Interactive Marketing, 2009, vol. 23, issue 3, 209-220

Abstract: Academic research has focused on the quality perceptions that drive customer satisfaction as the key to achieving e-service success. This paper develops a process-based model that relates perceptions of managerially actionable site characteristics to online satisfaction, which mediates the effects of site characteristics on intention to recommend e-services. A unique data set provided by Web Mystery Shoppers International Inc. (webmysteryshoppers.com), a market research supplier, enables the model to be refined using data from samples of responses to each of the competitive websites for one financial service, and then to be tested using similar data for another financial e-service and then for a travel e-service. The model, which accounts for most of the variance in online satisfaction and online intention to recommend in the fitted data, is largely confirmed on cross validation. Process evaluations and satisfaction mediate the effects of actionable website characteristics on intention to recommend e-services.

Keywords: E-services; Web interaction cycle; Intention to recommend; Online customer satisfaction; System disconfirmation; Offering disconfirmation; Website attribute perceptions; Online mystery shopping (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (21)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joinma:v:23:y:2009:i:3:p:209-220

DOI: 10.1016/j.intmar.2009.04.006

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