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PHAM, Thi Song Hanh and AHAMMAD, Faisal Mohammad (2017). Antecedents and consequences of online customer satisfaction: A holistic process perspective. Technological Forecasting and Social Change.
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Pham&Ahammad 20017 accepted paper.pdf - Accepted Version All rights reserved. Download (616kB) | Preview |
Abstract
This paper examines the determinants and consequences of online customer satisfaction by considering the entire online shopping experience, based on data collected from our survey of UK consumers in 2016. We found evidence that post online purchase experiences including experiences with order fulfilment, ease of return and responsiveness of customer service are the most significant contributors to online customer satisfaction. Security assurance, customisation, ease of use, product information and ease of check-out, all have significant impact but at much lower levels. The effect of website appearance on customer satisfaction is not significant. Our findings show that online customer satisfaction leads to repurchase intention, and a likelihood of making positive recommendations to others, but not willingness to pay more. We also found the effects of product information, customisation, order fulfilment and responsiveness of customer service on customer satisfaction are stronger for experience products than search products, while there is no significant difference in the effects of other determinants for search products and experience products. Several theoretical and managerial implications are provided, based on our findings.
| Item Type: | Article |
|---|---|
| Research Institute, Centre or Group - Does NOT include content added after October 2018: | Sheffield Business School Research Institute > International Business, Economics, SMEs and Entrepreneurship |
| Departments - Does NOT include content added after October 2018: | Sheffield Business School > Department of Management |
| Identification Number: | https://doi.org/10.1016/j.techfore.2017.04.003 |
| Depositing User: | Hanh Pham |
| Date Deposited: | 08 May 2017 14:21 |
| Last Modified: | 18 Mar 2021 08:04 |
| URI: | https://shura.shu.ac.uk/id/eprint/15688 |
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