The impact of website quality dimensions on customer satisfaction in the B2C e-commerce context

Lin, Hsiu-Fen

doi:10.1080/14783360701231302

Cited by 410Customer Service Quality and LoyaltyTechnology Adoption and User BehaviourConsumer Behavior and Marketing Influence

The impact of website quality dimensions on customer satisfaction in the B2C e-commerce context

Lin, Hsiu-Fen·2007·Total Quality Management & Business Excellence

DOI 10.1080/14783360701231302

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Abstract

Business-to-consumer electronic commerce deals with both Web-based information systems and marketing activities. Based on the information systems and marketing literature, this study proposes a research model for understanding the influences of website quality dimensions (system quality, information quality, and service quality) on customer satisfaction. Two system quality variables (website design and interactivity), two information quality variables (informativeness and security), and three service quality variables (responsiveness, trust, and empathy) are identified as critical variables that have an impact on customer satisfaction. Data from a survey of 297 customers of online bookstores were used to test the research model. Confirmatory factor analysis was conducted to test the validity of the measurement model, and the structural model also was analyzed to examine the associations hypothesized in the research model. The analytical results showed that website design, interactivity, informativeness, security responsiveness, and trust affect customer satisfaction, while empathy does not have a statistically significant effect on customer satisfaction. Overall, system quality, information quality, and service quality are important antecedents of customer satisfaction. Finally, the findings in this study are expected to provide helpful guidelines to both practitioners and researchers.

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Empirical studies have suggested a positive relationship between website quality and satisfaction.
“Lots of empirical studies have suggested the positive relationship between the website quality and satisfaction [51,53,84].”
From Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites (2019) · cites this paper as [53]
Website quality is a multi-dimensional construct.
“Scholars have mentioned that it is a multi-dimensional construct [53,54].”
From Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites (2019) · cites this paper as [53]

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Authors: Lin, H.-F.
Affiliations: National Taiwan Ocean University (TW)
Corresponding author: Lin, Hsiu-Fen
ORCID: Lin, Hsiu-Fen
Venue: Total Quality Management & Business Excellence
Publisher: Informa UK Limited
Published: 2007-06
Volume: 18
Issue: 4
Pages: 363-378
ISSN: 1478-3363 (ISSN-L)
1478-3371
DOI: 10.1080/14783360701231302
OpenAlex: W2025906034
Cited by: 410
References: 56
Citations by year: 2026: 10 · 2025: 16 · 2024: 22 · 2023: 33 · 2022: 31 · 2021: 28 · 2020: 23 · 2019: 35 · 2018: 22 · 2017: 26 · 2016: 25 · 2015: 34 · 2014: 27 · 2013: 23 · 2012: 18
FWCI: 14.21
Type: journal article
Language: en
Open access: closed
Locations: Total Quality Management & Business Excellence (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords: website quality, customer satisfaction, B2C e-commerce, system quality, information quality, service quality, web design, interactivity, informativeness, security (computing), responsiveness, trust, empathy, online bookstores

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The impact of website quality dimensions on customer satisfaction in the B2C e-commerce context

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