 A consumer typology based on e-service quality and e-satisfactionBressolles, Grégory, Durrieu, François and Sylvain Senecal Journal of Retailing and Consumer Services, 2014, vol. 21, issue 6, 889-896 Abstract: The increasingly systematic use of the Internet in consumers’ decision-making processes, coupled with the development of e-commerce, has led researchers and practitioners to examine issues concerning service quality and satisfaction in an online context. This paper proposes a post-hoc predictive typology of e-satisfaction based on four dimensions of e-service quality. A sample of 1144 French consumers recruited on websites from three different industries (online travel, cultural goods (books, CDs, DVDs, etc.), and electronics goods) was used to generate the proposed typology. Using a mixture modeling regression, five groups of consumers who differed in terms of e-satisfaction and e-service quality were identified: the ‘involved’, the ‘browsers’, the ‘fun seekers’, the ‘careful’ and the ‘surfers’. All the four e-service quality dimensions investigated were found to influence e-satisfaction. Theoretical and managerial implications are discussed. Keywords: e-Service quality; e-Satisfaction; e-Commerce; Predictive typology; Regression mixture model (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:21:y:2014:i:6:p:889-896 DOI: 10.1016/j.jretconser.2014.07.004 Access Statistics for this article Journal of Retailing and Consumer Services is currently edited by Harry Timmermans More articles in Journal of Retailing and Consumer Services from Elsevier |
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