Do Product and Consumer Characteristics Affect the Relationship Between Online Experience and Customer Satisfaction?
Journal of Internet CommercePublished 1 December 2005
Swinder Janda, Alicia Ybarra
Citations33
SJR quartileQ1
SJR score1.15
SNIP1.49
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Abstract
ABSTRACT This study utilizes a survey to understand how relevant product and consumer characteristics affect the relationship between online experience and satisfaction. Results indicate that Web shoppers' satisfaction is strongly affected by a superior online experience if they have no prior experience with the purchased brand, they are purchasing a high priced product, and their general attitudes toward online shopping are not very favorable. Further, the relationship between online experience and satisfaction was found to be stronger for females as compared to males.
Keywords
Decision SciencesBusiness, Management and Accounting
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