Satisfaction with Internet-based services

The need for considering not only the expectations of customers but also their desires in order to enhance customer satisfaction is argued and empirical results show the superiority of the proposed model to those used in previous research.

Abstract

We develop, operationalize and empirically test a model for explaining/predicting the satisfaction of customers with Internet-based services. We argue and empirically demonstrate the need for considering not only the expectations of customers but also their desires in order to enhance customer satisfaction. Empirical results show the superiority of the proposed model to those used in previous research. In addition to its theoretical contributions, the research also identifies specific desires and expectations that drive the satisfaction of customers of online services. These findings should be of great interest to practitioners.