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Research Framework for Consumer Satisfaction with Internet Shopping

Christy M K Cheung
City University of Hong Kong, China
Matthew K O Lee
City University of Hong Kong, China


Abstract
Consumer satisfaction with Internet shopping has been conceptualized in a variety of ways. Studies in this area remain broad and appear relatively fragmented. In view of this, the purpose of this study is to propose a research framework that integrates both end-user computing satisfaction literature and service quality literature. This framework explicitly considers information quality, system quality, and service quality as the key dimensions of consumer satisfaction with Internet shopping. We believe the research framework and propositions serve as salient guidelines for researchers.

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Reference:Cheung, C.M.K., Lee, M.K.O. (2005). "Research Framework for Consumer Satisfaction with Internet Shopping," City University of Hong Kong, China . Sprouts: Working Papers on Information Systems, 5(26). http://sprouts.aisnet.org/5-26
Keywords: Consumer Satisfaction, Internet Shopping, Information Quality, System Quality, Service Quality, End-User Computing, SERVQUAL, Electronic Commerce.
Item Type:Article - Volume 5 Article 26 (2005)
Language:English
Email: Christy M K Cheung (iscc@cityu.edu.hk)
Matthew K O Lee (ismatlee@cityu.edu.hk)

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