IDEAS home Printed from https://ideas.repec.org/a/vrs/aicuec/v63y2016i1p29-46n3.html
   My bibliography  Save this article

A Model of Website Quality-Based E-Commerce Satisfaction Index

Author

Listed:
  • Pilelienė Lina
  • Grigaliūnaitė Viktorija

    (Faculty of Economics and Management, Vytautas Magnus University, Lithuania)

Abstract

In the contemporary highly competitive e-business market, organization’s success depends on satisfaction and loyalty of its customers. Whereas the differentiation of the determinants and their impact on customer satisfaction in different countries exists, the research aims at developing a model of website quality-based e-commerce customer satisfaction index. While achieving the aim of the article, the analysis and synthesis of scientific literature is provided. Furthermore, quantitative research and the analysis of the research results by means of principle component analysis, structural equation modelling using partial least squares path modelling methodology, and Importance-Performance matrix are applied. As a research result, the model of website quality-based e-commerce customer satisfaction index is elaborated. Latter model indicates the factors, which are worth investments in order to gain customer satisfaction and loyalty. As a result, not profitable investments might be avoided, which could contribute to the growing competitiveness of e-business.

Suggested Citation

  • Pilelienė Lina & Grigaliūnaitė Viktorija, 2016. "A Model of Website Quality-Based E-Commerce Satisfaction Index," Scientific Annals of Economics and Business, Sciendo, vol. 63(1), pages 29-46, March.
    • Handle: RePEc:vrs:aicuec:v:63:y:2016:i:1:p:29-46:n:3
    DOI: 10.1515/saeb-2016-0103
    as

    Download full text from publisher

    File URL: https://doi.org/10.1515/saeb-2016-0103
    Download Restriction: no
    File URL: https://libkey.io/10.1515/saeb-2016-0103?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Al-Qeisi, Kholoud & Dennis, Charles & Alamanos, Eleftherios & Jayawardhena, Chanaka, 2014. "Website design quality and usage behavior: Unified Theory of Acceptance and Use of Technology," Journal of Business Research, Elsevier, vol. 67(11), pages 2282-2290.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sohn, Stefanie, 2017. "A contextual perspective on consumers' perceived usefulness: The case of mobile online shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 22-33.
    2. Chi-Yo Huang & Hui-Ya Wang & Chia-Lee Yang & Steven J. H. Shiau, 2020. "A Derivation of Factors Influencing the Diffusion and Adoption of an Open Source Learning Platform," Sustainability, MDPI, vol. 12(18), pages 1-27, September.
    3. Lina Pilelienė & Viktorija Grigaliūnaitė, 2016. "A Model Of Website Quality-Based E-Commerce Satisfaction Index," Scientific Annals of Economics and Business (continues Analele Stiintifice), Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, vol. 63(1), pages 29-54, March.
    4. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    5. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 2017. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 17(2), pages 203-228, June.
    6. Loureiro, Sandra M.C. & Cavallero, Luisa & Miranda, Francisco Javier, 2018. "Fashion brands on retail websites: Customer performance expectancy and e-word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 131-141.
    7. Baudier, Patricia & Ammi, Chantal & Deboeuf-Rouchon, Matthieu, 2020. "Smart home: Highly-educated students' acceptance," Technological Forecasting and Social Change, Elsevier, vol. 153(C).
    8. Adeba Anika Islam, 2021. "How Website Design Quality Affects Customers’ Purchase Intention," International Journal of Science and Business, IJSAB International, vol. 5(10), pages 16-29.
    9. Foroudi, Pantea & Akarsu, Tuğra Nazlı & Ageeva, Elena & Foroudi, Mohammad M. & Dennis, Charles & Melewar, T.C., 2018. "PROMISING THE DREAM: Changing destination image of London through the effect of website place," Journal of Business Research, Elsevier, vol. 83(C), pages 97-110.
    10. Robert Stefko & Richard Fedorko & Radovan Bacik, 2016. "Website Content Quality In Terms Of Perceived Image Of Higher Education Institution," Polish Journal of Management Studies, Czestochowa Technical University, Department of Management, vol. 13(2), pages 153-163, June.
    11. Šneiderienė Agnė & Beniušis Antanas, 2022. "Factors Influencing the Decision-Making of Users of Lithuanian E-Commerce Platforms," Management Theory and Studies for Rural Business and Infrastructure Development, Sciendo, vol. 44(1), pages 72-83, March.
    12. Nath, Prithwiraj & McKechnie, Sally, 2016. "Task facilitative tools, choice goals, and risk averseness: A process-view study of e-stores," Journal of Business Research, Elsevier, vol. 69(5), pages 1572-1576.
    13. Cheung, Man Lai & Leung, Wilson K.S. & Aw, Eugene Cheng-Xi & Koay, Kian Yeik, 2022. "“I follow what you post!†: The role of social media influencers’ content characteristics in consumers' online brand-related activities (COBRAs)," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    14. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 0. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 0, pages 1-26.
    15. An Ha Thi Pham & Dong Xuan Pham & Eleftherios I. Thalassinos & Anh Hoang Le, 2022. "The Application of Sem–Neural Network Method to Determine the Factors Affecting the Intention to Use Online Banking Services in Vietnam," Sustainability, MDPI, vol. 14(10), pages 1-20, May.
    16. Ageeva, Elena & Melewar, T.C. & Foroudi, Pantea & Dennis, Charles & Jin, Zhongqi, 2018. "Examining the influence of corporate website favorability on corporate image and corporate reputation: Findings from fsQCA," Journal of Business Research, Elsevier, vol. 89(C), pages 287-304.
    17. Igor Fedorko & Richard Fedorko & Beata Gavurova & Radovan Bačík, 2021. "Social media in the context of technology acceptance model," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(1), pages 519-528, September.
    18. Rahi, Samar & Abd.Ghani, Mazuri & Hafaz Ngah, Abdul, 2019. "Integration of unified theory of acceptance and use of technology in internet banking adoption setting: Evidence from Pakistan," Technology in Society, Elsevier, vol. 58(C).
    19. Jana Prodanova & Sonia San-Martín & Nadia Jiménez, 2017. "Enfoque teórico multidisciplinar para la provisión electrónica de servicios," DOCFRADIS Working Papers 1705, Catedra Fundación Ramón Areces de Distribución Comercial, revised Oct 2017.
    20. Ponzoa, José M. & Gómez, Andrés & Villaverde, Silvia & Díaz, Vicente, 2021. "Technologically empowered? perception and acceptance of AR glasses and 3D printers in new generations of consumers," Technological Forecasting and Social Change, Elsevier, vol. 173(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:vrs:aicuec:v:63:y:2016:i:1:p:29-46:n:3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Peter Golla (email available below). General contact details of provider: https://www.sciendo.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.