Understanding determinants of online consumer satisfaction: A decision process perspective

• 成果类型: Article
• 署名作者: Kohli, R; Devaraj, S; Mahmood, MA
• 署名单位: University of Notre Dame; University of Texas System; University of Texas El Paso
• 刊物名称: JOURNAL OF MANAGEMENT INFORMATION SYSTEMS
• ISSN/ISSBN: 0742-1222
• DOI: 10.1080/07421222.2004.11045796
• 发表日期: 2004
• 页码: 115-135
• 关键词: information-technology; electronic commerce; empirical-assessment; support systems; antecedents; customers; internet; MARKETS; impacts; search

摘要

As business-to-consumer online shopping grows, e-commerce channel providers will need to explore ways to anticipate consumers' needs to deliver an efficient shopping experience. Yet the consumers' decision-making process and its relationship to the selection of the online channel are not well understood. Utilizing Simon's decision-making model, we examined support for decision-making phases using 134 online consumers. We also extended the model to include consumers' cost savings and time savings, as well as their satisfaction with the e-commerce channel. Structural equation modeling results indicate that the online shopping channel supported the overall decision-making process. In particular, we found strong support for the design and choice phases of online consumers' decision-making process. Our results also indicate that support for the decision-making process was mediated by the cost savings and time savings gained by the online consumers and led to their greater channel satisfaction.