The relationship between web quality and user satisfaction: the moderating effects of security and content

Natarajan, Vivek S.; Parayitam, Satyanarayana; Sharma, Tejinder

doi:10.1504/ijbex.2012.044573

Cited by 7 publications

(5 citation statements)

References 42 publications

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“…Functions like looking for a site, the download speed, overall design, and organization are among the key elements that affect usability. Usable systems must be compatible with users' cognitive skills in communication, comprehension, memory and problem solving [13,35].…”

Section: Hypotheses Development For the Modelmentioning

confidence: 99%

“…Loiacono et al [16] research has also shown that usability in terms of search engine of the site, the overall design, the download speed, and the overall organization of the site affect the usability of web sites by consumers [36]. Sharma and Natarajan [35] define the characteristics of usability of a website in terms of ease of navigability, the adequacy and quality of the links, site structure and interactivity.…”

Section: Hypotheses Development For the Modelmentioning

confidence: 99%

“…Loiacono et al [16] pointed out that the navigation mechanism is very important and stressed the importance of building a good quality website with constant connections and good navigational tools. In addition, for a site to be perceived positively by customers, it must provide functions that help customers find what they need quickly and easily, provide user-friendly environments, and allow the customers to be in control by moving quickly back and forth through the pages [10,35]. Yoo and Donthu [11] found that a positive correlation exists between customer perceptions of website navigation and satisfaction with website performance.…”

Section: Based On the Above We Propose The Following Hypothesismentioning

confidence: 99%

“…Users connect to a website mainly looking for a specific type of information, giving less attention to the ease navigation, visual design and interactivity of the site [42]. This is due to the fact that users are goal oriented and only look for the information they already have in mind when they come to the site [35,36]. Consequently, they do not give much attention to aspects of website design apart from the contents of the site.…”

Section: Based On the Above We Propose The Following Hypothesismentioning

confidence: 99%

“…Moreover, intuition would suggest that consumers would be dissatisfied with websites with incomplete or incorrect information. Indeed, Natarajan et al [35] found evidence to prove information quality has a positive correlation with overall customer website satisfaction. Moreover, this study further proposes that novel content which is relevant and valuable to customers provides a distinct competitive advantage for retailers.…”

Section: Based On the Above We Propose The Following Hypothesismentioning

confidence: 99%

See 4 more Smart Citations

The Wine Sector in the Digital Era: An Empirical Evaluation of E-quality Opportunities

Mason¹,

L²,

Moretti³

2015

J Internet Bank Commer

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Wine quality has been viewed as critical to the success of online businesses, with the growing understanding that it is one of the main aspects of customer satisfaction and loyalty. The aim of this research is to analyze the multi item web quality construct in its relationship with loyalty intention and satisfaction. The study aims to contribute to the literature by addressing two hypotheses: 1) Does loyalty moderate the relationship between satisfaction and the multi-item construct of web-quality? 2) Does satisfaction moderate the relationship between JIBC December 2015, Vol. 20, No.3 -2 -loyalty and the multi-item construct of web-quality? In order to answer these research questions a questionnaire and an interview were used on a sample of 2.782 users of the nine wine consortia web sites of Friuli Venezia Giulia between November 2013 and November 2014. Friuli Venezia Giulia is an Italian Region of ancient winemaking traditions situated in Italy's northeast and borders Slovenia and Austria. The web consortia aim to regulate, promote and support the regional wine tradition in Italy and abroad. During the filed research data was gathered trough a structured questionnaire that was comprised using a multi-item scales which referred to the seven dimensions of web quality derived from the literature review (i.e., usability, design, processing speed, information quality, contact, navigability and content). Two moderated regression analyses were conducted to investigate first the moderating effects of loyalty on the relationship between web quality and satisfaction and secondly the moderating effect of satisfaction the relationship between web quality and loyalty. Specifically the results show that usability, design, contacts, navigability and contents are the five items of e-quality that have the main positive influence on customer satisfaction, instead of the processing speed that has a negative impact; when we consider customer loyalty as a dependent variable; the main effects are presented by all the seven items.

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Section: Hypotheses Development For the Modelmentioning

confidence: 99%

Section: Hypotheses Development For the Modelmentioning

confidence: 99%