The relationship between web quality and user satisfaction: the moderating effects of security and content

Vivek S. Natarajan, Satyanarayana Parayitam and Tejinder Sharma

International Journal of Business Excellence, 2012, vol. 5, issue 1/2, 52-76

Abstract: The growing popularity of online shopping has drawn an increasing amount of attention from organisations to maintain quality of their websites and attract customers. The principal objective of this study was to test the conceptual model of various components of website quality and customer satisfaction. The study investigates the moderating effects of security and content of websites in relation to the effects of components of website quality on customer satisfaction. We collected data consisting of a total of 448 responses from individuals (255 from USA, and 193 from India) who are habituated to visit websites and engage in online shopping. We used structural equation modelling to test the measurement model and employed hierarchical moderated regression to analyse the collected data. Our findings demonstrated that: 1) various components of website quality viz., ease of use, reliability, and interaction are important to enhance customer satisfaction; 2) security and content have moderating effect on these direct relationships. On the basis of our results, the companies must stress the content and security features to enhance customer satisfaction. Implications for research and practice are discussed.

Keywords: website quality; user satisfaction; customer satisfaction; online shopping; internet; world wide web; virtual shopping; websites; moderating effects; web content; USA; India; United States; structural equation modelling; hierarchical moderated regression; ease of use; reliability; interaction; direct relationships; security features; sustained competitive advantage; global markets; business excellence. (search for similar items in EconPapers)
Date: 2012
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=44573 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbexc:v:5:y:2012:i:1/2:p:52-76

Access Statistics for this article

More articles in International Journal of Business Excellence from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().