IDEAS home Printed from https://ideas.repec.org/h/tkp/tiim13/s4_1-10.html
   My bibliography  Save this book chapter

Measurement of Disconfirmation in Online Purchasing Behavior

Author

Listed:
  • Chinho Lin

    (National Cheng Kung University, Taiwan)

  • Yu-Huei Wei

    (National Cheng Kung University, Taiwan)

Abstract

Purpose: Service quality measurement in e-shopping service is an area of growing interest to researchers and managers. The purpose of this study is to explore the disconfirmation in online purchase behavior based on the expectancy disconfirmation theory (EDT). Design/methodology/approach: A two-phase study is designed to collect data and 657 usable samples were obtained. The participants are asked to fill out a questionnaire before and after purchasing in web store. A structural equation modeling (SEM) is used to assess the research model. Findings: This study presents the evidence of the scale’s factor structure, reliability, content validity and discriminant validity based on the results of analysis. The results also reveal that Disconfirmation, expectation and perceived usefulness has been influenced by second-order factors. Research limitation/Implication: This study aims on widely e-shopping customers without controlling the kinds of goods or services for participants purchased. The framework can be adopted to investigate the impact of different type and price for goods or services in the future study. Originality/value: The framework is built through SEM method, and several critical factors included are proposed to measure the disconfirmation in online purchasing behavior.

Suggested Citation

  • Chinho Lin & Yu-Huei Wei, 2013. "Measurement of Disconfirmation in Online Purchasing Behavior," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management,, ToKnowPress.
  • Handle: RePEc:tkp:tiim13:s4_1-10
    as

    Download full text from publisher

    File URL: http://www.toknowpress.net/ISBN/978-961-6914-07-9/papers/S4_1-10.pdf
    File Function: full text
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    3. Teo, Thompson S. H. & Yeong, Yon Ding, 2003. "Assessing the consumer decision process in the digital marketplace," Omega, Elsevier, vol. 31(5), pages 349-363, October.
    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. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    2. Khan, Kamran & Hameed, Irfan, 2017. "The mediation of customer satisfaction and moderation of Price: Evidence from the generation Y users of cell phones," MPRA Paper 91773, University Library of Munich, Germany.
    3. Gaby Odekerken-Schröder & Bloemer Josée, 2002. "Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in a Health-Care Context," Research Memorandum 078, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    4. Nancy K. Lankton & D. Harrison McKnight & Ryan T. Wright & Jason Bennett Thatcher, 2016. "Research Note—Using Expectation Disconfirmation Theory and Polynomial Modeling to Understand Trust in Technology," Information Systems Research, INFORMS, vol. 27(1), pages 197-213, March.
    5. Fawz Manyaga & Umit Hacioglu, 2021. "Investigating the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 19-33, September.
    6. Ahmed Tolba & Iman Seoudi & Hakim Meshreki & Mamdouh Shimy, 2015. "Effect Of Justice In Complaint Handling On Customer Loyalty: Evidence From Egypt," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 9(3), pages 1-14.
    7. Zielke, Stephan, 2008. "Exploring asymmetric effects in the formation of retail price satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 335-347.
    8. Khondker Mohammad Zobair & Louis Sanzogni & Luke Houghton & Md Zahidul Islam, 2021. "Forecasting care seekers satisfaction with telemedicine using machine learning and structural equation modeling," PLOS ONE, Public Library of Science, vol. 16(9), pages 1-31, September.
    9. Roland T. Rust & J. Jeffrey Inman & Jianmin Jia & Anthony Zahorik, 1999. "What You Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions," Marketing Science, INFORMS, vol. 18(1), pages 77-92.
    10. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    11. Alford, Bruce L. & Sherrell, Daniel L., 1996. "The role of affect in consumer satisfaction judgments of credence-based services," Journal of Business Research, Elsevier, vol. 37(1), pages 71-84, September.
    12. Chuah, Stephanie Hui-Wen & Marimuthu, Malliga & Kandampully, Jay & Bilgihan, Anil, 2017. "What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 124-136.
    13. Hui-Hsin HUANG, 2015. "The Probability Model of Expectation Disconfirmation Process," Expert Journal of Marketing, Sprint Investify, vol. 3(1), pages 11-16.
    14. Odekerken-Schröder, G.J. & Bloemer, J.M.M., 2002. "Constraints and dedication as drivers for relationship commitment: an empirical study in a health-care context," Research Memorandum 056, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    15. Michel Serieys, 2006. "Continuité ou discontinuité : un test empirique de la Satisfaction des Internautes pour les Fournisseurs d'Accès et de Services Internet," Post-Print halshs-00134432, HAL.
    16. Mukhopadhyay, Soumya & Chung, Tuck Siong, 2016. "Preference instability, consumption and online rating behavior," International Journal of Research in Marketing, Elsevier, vol. 33(3), pages 624-638.
    17. Celik, Erkan & Bilisik, Ozge Nalan & Erdogan, Melike & Gumus, Alev Taskin & Baracli, Hayri, 2013. "An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 28-51.
    18. Lei Huang, 2017. "Birds of a feather: a normative model of assessing consumers’ satisfaction in a generalized expectation–disconfirmation paradigm," Journal of Marketing Analytics, Palgrave Macmillan, vol. 5(1), pages 5-13, March.
    19. Kamran Khan & Dr. Irfan Hameed, 2017. "The mediation of customer satisfaction and moderation of Price: Evidence from the generation Y users of cell phones," KASBIT Business Journals (KBJ), Khadim Ali Shah Bukhari Institute of Technology (KASBIT), vol. 10, pages 21-56, December.
    20. Frank, Björn & Herbas Torrico, Boris & Enkawa, Takao & Schvaneveldt, Shane J., 2014. "Affect versus Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience," Journal of Retailing, Elsevier, vol. 90(4), pages 567-586.

    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:tkp:tiim13:s4_1-10. 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: Maks Jezovnik (email available below). General contact details of provider: http://www.toknowpress.net/conferences .

    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.