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Ověření důvěry a spokojenosti zákazníků na českých slevových portálech metodou modelování strukturních rovnic
[Verification of Trust and Customer Satisfaction with Czech Online Group Buying Applying Structural Equation Modelling]

Author

Listed:
  • Pavlína Kozáková

Abstract

The topic of this paper is customers' trust and satisfaction with online group buying. The model of customer satisfaction was designed as a synthesis of the Expectation - Confirmation Model (ECM) and the DeLone & McLean IS Success Model. Reputation and perceived size of the online group buying website, system quality, information quality and service quality were factors analysed in the model. Trust was perceived as a predictor of customers' satisfaction. Data from the questionnaires were analysed using structural equation modelling. It was found that reputation and perceived size of the online group buying website have the most important impact on customers' trust and satisfaction.

Suggested Citation

  • Pavlína Kozáková, 2020. "Ověření důvěry a spokojenosti zákazníků na českých slevových portálech metodou modelování strukturních rovnic [Verification of Trust and Customer Satisfaction with Czech Online Group Buying Applyin," Politická ekonomie, Prague University of Economics and Business, vol. 2020(4), pages 381-404.
    • Handle: RePEc:prg:jnlpol:v:2020:y:2020:i:4:id:1287:p:381-404
    DOI: 10.18267/j.polek.1287
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    References listed on IDEAS

    as
    1. Bressolles, Grégory & Durrieu, François & Senecal, Sylvain, 2014. "A consumer typology based on e-service quality and e-satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 889-896.
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    More about this item

    Keywords

    customers satisfaction; ECM; online group buying; trust; structural equation modelling;
    All these keywords.

    JEL classification:

    • C38 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Classification Methdos; Cluster Analysis; Principal Components; Factor Analysis
    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising

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