Determinants of online service satisfaction and their impacts on behavioural intentions

Abstract

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.

Keywords:

• online service
• e-satisfaction
• antecedents of satisfaction
• behavioural consequences

Acknowledgements

The authors thank Professors Robin Peterson and Minjoon Jun at New Mexico State University for helpful comments. The authors gratefully acknowledge the research grant from City University of Hong Kong (SRG Project No. 7002182) and Natural Science Foundation of China (NSFC Grant No. 7077204, 70672005, 70632003, 70872057, and 70502003).

Notes

Detailed findings of the content analysis are available on request.