Determinants of online service satisfaction and theirs impacts on behavioural intentions
By: ZENG, Fue
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Contributor(s): HU, Zuohao | CHEN,Rrong | YANG, Zhilin.
Material type: 
ArticlePublisher: Oxfordshire : Routledge, set./out. 2009Total Quality Management & Business Excellence 20, 9-10, p. 953-970Abstract: The paper aims to identify the key antecedents of overall online service satisfaction and reveals their pattern of impact on behavioural consequences. Five determinants of e-service satisfaction were first developed by an exploratory study among online banking users. Data collected through a web-based survey of 235 online service users suggest that each antecedent of e-service satisfaction influences the four behavioural intentions either directly or indirectly through the mediation of overall satisfaction. Theoretical and practical implications of these findings are examined and discussed in depth.
The paper aims to identify the key antecedents of overall online service satisfaction and reveals their pattern of impact on behavioural consequences. Five determinants of e-service satisfaction were first developed by an exploratory study among online banking users. Data collected through a web-based survey of 235 online service users suggest that each antecedent of e-service satisfaction influences the four behavioural intentions either directly or indirectly through the mediation of overall satisfaction. Theoretical and practical implications of these findings are examined and discussed in depth.
Volume 20
Numbers 9-10
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