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35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7
Big Island, Hawaii
January 07-January 10
ISBN: 0-7695-1435-9
| ASCII Text | x | ||
| M. Khalifa, V. Liu, "Satisfaction with Internet-Based Services," 2013 46th Hawaii International Conference on System Sciences, vol. 7, pp. 174b, 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7, 2002. | |||
| BibTex | x | ||
| @article{ 10.1109/HICSS.2002.994157, author = {M. Khalifa and V. Liu}, title = {Satisfaction with Internet-Based Services}, journal ={2013 46th Hawaii International Conference on System Sciences}, volume = {7}, year = {2002}, isbn = {0-7695-1435-9}, pages = {174b}, doi = {http://doi.ieeecomputersociety.org/10.1109/HICSS.2002.994157}, publisher = {IEEE Computer Society}, address = {Los Alamitos, CA, USA}, } | |||
| RefWorks Procite/RefMan/Endnote | x | ||
| TY - CONF JO - 2013 46th Hawaii International Conference on System Sciences TI - Satisfaction with Internet-Based Services SN - 0-7695-1435-9 SP EP A1 - M. Khalifa, A1 - V. Liu, PY - 2002 KW - Internet-based services KW - satisfaction KW - expectation disconfirmation KW - desire disconfirmation VL - 7 JA - 2013 46th Hawaii International Conference on System Sciences ER - | |||
In this research we develop, operationalize and empirically test a model for explaining/predicting the satisfaction of customers with Internet-based services. We argue and empirically demonstrate the need for considering not only the expectations of customers but also their desires in order to enhance customer satisfaction. The empirical results show the superiority of the proposed model to those used in previous research. In addition to its theoretical contributions, this research has also identified specific desires and expectations that drive the satisfaction of customers of online services. These findings should be of great interest to practitioners.
Index Terms:
Internet-based services, satisfaction, expectation disconfirmation, desire disconfirmation
Citation:
M. Khalifa, V. Liu, "Satisfaction with Internet-Based Services," hicss, vol. 7, pp.174b, 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7, 2002
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