Fifth International Conference on Information Technology: New Generations (itng 2008) A Study of the Structure of Chinese Customer Satisfaction in a Web-Based Shopping Environment April 07-April 09 ISBN: 978-0-7695-3099-4
DOI Bookmark: http://doi.ieeecomputersociety.org/10.1109/ITNG.2008.89
Based on 500 data (252 in Study One, 248 in Study Two) collected from China, this study investigated the structure of customer satisfaction in Web-based shopping environment. The author designed a model which can describe this structure after two related studies (Exploratory Factor Analysis was used in Study 1 and Confirmatory Factor Analysis was used in Study 2). Results showed there were 6 factors (Web framework and information, Logistic system, Service, Ease of use, Currency, and Security) in the structure of Chinese customer satisfaction in Web-based shopping environment. Besides, Logistic system was found to be a special factor which is extremely important to Chinese online shoppers .The author hopes these findings will give some help to researchers who study behavior of online shoppers.
Index Terms:
online shopper, customer satisfation, structure
Citation:
Hui Chen, Zheng Li, "A Study of the Structure of Chinese Customer Satisfaction in a Web-Based Shopping Environment," itng, pp.1137-1139, Fifth International Conference on Information Technology: New Generations (itng 2008), 2008 Usage of this product signifies your acceptance of the Terms of Use. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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