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.