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A Study of the Structure of Chinese Customer Satisfaction in a Web-Based Shopping Environment
April 07-April 09
DOI Bookmark: http://doi.ieeecomputersociety.org/10.1109/ITNG.2008.89Fifth International Conference on Inf ...
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Hui Chen, Zheng Li, "A Study of the Structure of Chinese Customer Satisfaction in a Web-Based Shopping Environment," Information Technology: New Generations, Third International Conference on, pp. 1137-1139, Fifth International Conference on Information Technology: New Generations (itng 2008), 2008.
 
 
BibTex
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@article{ 10.1109/ITNG.2008.89,
author = {Hui Chen and Zheng Li},
title = {A Study of the Structure of Chinese Customer Satisfaction in a Web-Based Shopping Environment},
journal ={Information Technology: New Generations, Third International Conference on},
volume = {0},
year = {2008},
isbn = {978-0-7695-3099-4},
pages = {1137-1139},
doi = {http://doi.ieeecomputersociety.org/10.1109/ITNG.2008.89},
publisher = {IEEE Computer Society},
address = {Los Alamitos, CA, USA},
}
 
 
RefWorks Procite/RefMan/Endnote
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TY - CONF
JO - Information Technology: New Generations, Third International Conference on
TI - A Study of the Structure of Chinese Customer Satisfaction in a Web-Based Shopping Environment
SN - 978-0-7695-3099-4
SP1137
EP1139
A1 - Hui Chen,
A1 - Zheng Li,
PY - 2008
KW - online shopper
KW - customer satisfation
KW - structure
VL - 0
JA - Information Technology: New Generations, Third International Conference on
ER -
 
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
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