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Cited by 1,981

The DOI matches its Crossref record; 17 of the 17 references it cites were found in a registry or an index.

The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach

McKinney, Vicki, Yoon, Kanghyun, Zahedi, Fatemeh “Mariam”·2002·Information Systems Research
DOI 10.1287/isre.13.3.296.76
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Abstract

Online shopping provides convenience to Web shoppers, yet its electronic format changes information-gathering methods traditionally used by customers. This change raises questions concerning customer satisfaction with the online purchasing process. Web shopping involves a number of phases, including the information phase, in which customers search for information regarding their intended purchases. The purpose of this paper is to develop theoretically justifiable constructs for measuring Web-customer satisfaction during the information phase. By synthesizing the expectation-disconfirmation paradigm with empirical theories in user satisfaction, we separate Web site quality into information quality (IQ) and system quality (SQ), and propose nine key constructs for Web-customer satisfaction. The measurements for these constructs are developed and tested in a two-phase study. In the first phase, the IQ and SQ dimensions are identified, and instruments for measuring them are developed and tested. In the second phase, using the salient dimensions of Web-IQ and Web-SQ as the basis for formulating first-order factors, we develop and empirically test instruments for measuring IQ and SQ-satisfaction. Moreover, this phase involves the design and test of second-order factors for measuring Web-customer expectations, disconfirmation, and perceived performance regarding IQ and SQ. The analysis of the measurement model indicates that the proposed metrics have a relatively high degree of validity and reliability. The results of the study provide reliable instruments for operationalizing the key constructs in the analysis of Web-customer satisfaction within the expectation-disconfirmation paradigm.

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Cited by

Metadata

Authors
McKinney, V., Yoon, K., & Zahedi, F. “.
Venue
Information Systems Research
Publisher
Institute for Operations Research and the Management Sciences (INFORMS)
Published
2002-09
Volume
13
Issue
3
Pages
296-315
ISSN
  • 1047-7047 (ISSN-L)
  • 1526-5536
DOI
10.1287/isre.13.3.296.76
OpenAlex
W2141147872
Cited by
1,981
References
17
FWCI
85.15
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.