Understanding Determinants of Online Consumer Satisfaction: A Decision Process Perspective.

Author List: Kohli, Rajiv; Devaraj, Sarv; MAHMOOD, ADAM;
Journal of Management Information Systems, 2004, Volume 21, Issue 1, Page 115-135.
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.
Keywords: B2C e-commerce; business-to-consumer commerce; consumer decision-making; e-commerce; online selling channel
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#118 0.307 online consumers consumer product purchase shopping e-commerce products commerce website electronic results study behavior experience b2c impact internet purchases websites
#8 0.114 decision making decisions decision-making makers use quality improve performance managers process better results time managerial task significantly help indicate maker
#276 0.098 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#151 0.089 costs cost switching reduce transaction increase benefits time economic production transactions savings reduction impact services reduced affect expected optimal associated
#23 0.063 channel distribution demand channels sales products long travel tail new multichannel available product implications strategy allows internet revenue technologies times
#162 0.052 structural modeling scale equation implications economies large future framework perspective propose broad scope resulting identified leading analyzed second interviews analysis
#69 0.051 process business reengineering processes bpr redesign paper research suggests provide past improvements manage enable organizations regarding focal cycle creating issues
#17 0.050 empirical model relationships causal framework theoretical construct results models terms paper relationship based argue proposed literature issues assumptions provide suggest