ZENG, Fue <br/><br/>
Determinants of online service satisfaction and theirs impacts on behavioural intentions 

 - Oxfordshire :  Routledge,  set./out. 2009 
<br/><br/> 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.