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Examining the Effect of E-commerce Website Quality on User Satisfaction

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2 Author(s)
Tao Zhou ; Sch. of Manage., Hangzhou Dianzi Univ., Hangzhou, China ; Shuren Zhang

Website quality is crucial for acquiring user satisfaction and e-commerce website success. Based on TAM and information system success model, we analyze the effect of website quality on user satisfaction. Website quality includes three dimensions: system quality, information quality and service quality. These dimensions affect user satisfaction through perceived ease of use, perceived usefulness and trust. We collected 193 valid papers and conducted data analysis with LISREL. The results show that system quality is the main factor affecting perceived ease of use, whereas information quality is the main factor affecting perceived usefulness. Service quality has a significant effect on trust, but has no obvious effect on both perceived ease of use and perceived usefulness.

Published in:

Electronic Commerce and Security, 2009. ISECS '09. Second International Symposium on  (Volume:1 )

Date of Conference:

22-24 May 2009