A study on the antecedents and consequences of satisfaction and dissatisfaction in web portal usage

Lee, Sang-Gun; Yang, Chang-Gyu; Lee, sin-bok; Lee, Jaebeom

doi:10.1007/s11628-014-0240-3

Cited by 9 publications

(20 citation statements)

References 74 publications

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“…With advanced functions and designs, cloud services can enable more proactive customer-to-business relationship as well as convenient network access with rapid information provision (Chen and Tseng 2013 ; Kalloniatis et al 2014 ). Due to plentiful benefits, cloud technology has been widely applied to various service fields, especially in tourism industry as they efficiently meet customer expectations and promote their satisfaction (Bilgihan et al 2011 ; Gopalani and Shick 2011 ) and open up new avenues for tourism service providers to deliver value-added services to tourists (Lee et al 2014 ).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

“…Regarding function quality, cloud system’s storage capacity and the system functions has been indicated to potentially lead to user dissatisfaction if not fulfilled (Lee et al 2014 ). Moreover, previous success IS studies have put forward that function quality influences users’ overall satisfaction through providing satisfactory storage capacity (Burda and Teuteberg 2014 ) as well as effective usability, availability, reliability, and adaptability (Chen et al 2015 ; DeLone and McLean 2004 ).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

“…Since approximately 91 % of unsatisfied customers may not conduct repurchase while about 82–95 % of them may remain with a system once being provided with timely feedback and assistance as well as being appropriately addressed regarding their complaints (Faed et al 2014 ), real feedback has been expected to exert certain impact on user (DeLone and McLean 2004 ). In line with this, real-time travel assistance and feedback have been suggested to beneficially offer tourists with latest information relevant to their needs and motivate tourists—tourists’ conversations, which in turn dramatically affect their satisfaction (Lee et al 2014 ). Accordingly, the following hypothesis was stated:…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

“…For this reason, information quality has been suggested to considerably affect users’ satisfaction and continuous use toward a system (Chang and Chen 2008 ; Chen et al 2015 ; DeLone and McLean 2004 ). Considering function quality, the storage capacity and system functions have been indicated to potentially lead to user dissatisfaction if not fulfilled (Lee et al 2014 ). Moreover, since 91 % of unhappy customers may not purchase again and if the system provides timely feedback and appropriate solutions to complaints, approximately 82–95 % of customers may remain with a system (Faed et al 2014 ), real feedback has been expected to influence user satisfaction.…”

Section: Introductionmentioning

confidence: 99%

“…On elaborating, in recent IT-related studies, a hedonic component namely ‘‘fun’’, ‘‘playfulness’’, or ‘‘enjoyment’’ has been incorporated to the TAM model in order to better explore user pleasure toward utilizing a system (Chung and Tan 2004 ; Cyr et al 2006 ; Moon and Kim 2001 ). Finally, based on the DeLone and McLean IS success model, many studies have advocated that satisfaction can boost customer loyalty (Bayraktar et al 2012 ; Lee et al 2014 ; Siddiqi 2011 ). It has been additionally suggested that resolving the dissatisfaction will restore customers’ faith and loyalty (Daft and Lengel 1986 ).…”

Section: Introductionmentioning

confidence: 99%

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Tourism guide cloud service quality: What actually delights customers?

Lin

Yang

et al. 2016

SpringerPlus

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BackgroundThe emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences. Despite these efforts, customers’ actual perspectives have yet been sufficiently understood. To bridge the gap, this study attempts to investigate what aspects of tourism cloud services actually delight customers’ satisfaction and loyalty.Methods336 valid survey questionnaire answers were analyzed using structural equation modeling method.ResultsThe results prove positive impacts of function quality, enjoyment, multiple visual aids, and information quality on customers’ satisfaction as well as of enjoyment and satisfaction on use loyalty.ConclusionsThe findings hope to provide helpful references of customer use behaviors for enhancing cloud service quality in order to achieve better organizational competitiveness.

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Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Tourism guide cloud service quality: What actually delights customers?

Lin

Yang

et al. 2016

SpringerPlus

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Exploring the Relations Between Net Benefits of IT Projects and CIOs’ Perception of Quality of Software Development Disciplines

2019

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Software development enterprises are under consistent pressure to improve their management techniques and development processes. These are comprised of several disciplines like requirements acquisition, design, coding, testing, etc. that must be continuously improved and individually tailored to suit specific software development project. This paper presents an evaluation approach that enables the enterprises to increase development process net benefits by improving disciplines' quality and increasing developers' satisfaction. Our approach builds on Kano's model of quality. Based on an empirical study of top 1000 enterprises from Slovenia we find that application of software development methodologies in individual development disciplines significantly relates to net benefits of IT projects. The results show that different types of Kano quality are present in individual disciplines. Enterprises should be cautious when altering must-be quality disciplines like testing or deployment as they can significantly disrupt the established routines, cause great dissatisfaction between developers and significantly reduce benefits. On the other hand, changing the attractive quality disciplines like requirements acquisition can notably increase developers' satisfaction and benefits but is less likely to disrupt the established routines.

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Generic and Islamic attributes for non-Muslim majority destinations: application of the three-factor theory of customer satisfaction

Fajriyati

Afiff

Gayatri

et al. 2020

Heliyon

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To provide Muslim-friendly tourism and attract Muslim tourists, destination marketers must not only consider the generic attributes commonly available at the destination, they must also ensure the availability of attributes that serve the needs of Muslim tourists: Islamic attributes. This study identifies and classifies generic and Islamic attributes as basic, performance, and excitement factors in accordance with the three-factor theory of customer satisfaction to emphasise that the three factors may have different impacts on tourist satisfaction. This study also examines the influence of the three factors on satisfaction and the consequences of satisfaction on tourists' behavioural and attitudinal loyalty. A survey was conducted with 604 Muslim tourists who visited non-Muslim destinations. The results showed that all generic attributes influenced Muslim tourists' satisfaction, whereas for Islamic attributes, only the classification of excitement factors significantly affected their satisfaction. The consequences of satisfaction were also found to have a significant effect on increasing tourists' behavioural and attitudinal loyalty.

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A study on the antecedents and consequences of satisfaction and dissatisfaction in web portal usage

Cited by 9 publications

References 74 publications

Tourism guide cloud service quality: What actually delights customers?

Tourism guide cloud service quality: What actually delights customers?

Exploring the Relations Between Net Benefits of IT Projects and CIOs’ Perception of Quality of Software Development Disciplines

Generic and Islamic attributes for non-Muslim majority destinations: application of the three-factor theory of customer satisfaction

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