An Empirical Analysis of University Users' Experience of Web Services on the Web Using SPSS and AMOS

Based on equity theory and resource exchange theory, SPSS and AMOS were used to construct a theoretical model of the effectiveness of fair remedies on remedial outcomes in the context of online shopping errors, using the results of a study of 329 university students as data. The results show that outcome fair remedies all have a significant positive impact on customer satisfaction; remedies significantly increase the satisfaction of progressively inclined customers compared to physically inclined customers. In addition, the combination of outcome fair remedies, procedural fair remedies and exchange fair remedies can be effective in increasing both attitudinal satisfaction and behavioural loyalty among customers. The findings of this paper provide theoretical guidance for service providers in developing remedial strategies.