An attribute-based model of quality satisfaction for Internet self-service technology

Hsiuju Rebecca Yen

The Service Industries Journal, 2005, vol. 25, issue 5, 641-659

Abstract: Many factors may contribute to consumers' satisfaction with Internet shopping, but the issue has rarely been addressed from the perspective of customer participation. Drawing on the attribute-based model, this article examines the attributes important for consumer satisfaction with Internet-based self-service technology (ISST). In addition, the current study argues that the importance of the attributes in determining consumers' satisfaction would vary as a function of their readiness to adopt technology. A survey was conducted to collect data from experienced users of online travel agencies or bookstores. The results based on 459 participants show that efficiency, ease of use, performance, perceived control and convenience are attributes having significant impacts on users' satisfaction with ISST. This study also identifies three consumer segments among ISST users based on their scores on technology-readiness drivers and inhibitors. As predicted, the importance of each attribute at determining user satisfaction varies across the three segments. Finally, implications for managers and researchers are discussed.

Date: 2005
References: View complete reference list from CitEc
Citations: View citations in EconPapers (13)

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060500100833 (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:taf:servic:v:25:y:2005:i:5:p:641-659

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060500100833

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().