000			01403naa a2200241uu 4500
001			0052015101837
003			OSt
005			20190211171847.0
008			100520s2009 xx ||||gr |0|| 0 eng d
100	1		_aZENG, Fue _940360
245	1	0	_aDeterminants of online service satisfaction and theirs impacts on behavioural intentions
260			_aOxfordshire : _bRoutledge, _cset./out. 2009
520	3		_aThe 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.
590			_aVolume 20
590			_aNumbers 9-10
700	1		_aHU, Zuohao _940361
700	1		_aCHEN,Rrong _940362
700	1		_aYANG, Zhilin _940363
773	0	8	_tTotal Quality Management & Business Excellence _g20, 9-10, p. 953-970 _dOxfordshire : Routledge, set./out. 2009 _xISSN 14783363 _w
942			_cS
998			_a20100520 _b1510^b _cDaiane
998			_a20100531 _b1324^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c33413 _d33413
041			_aeng