Title: Web-based information systems success: testing the antecedents of online customer satisfaction

Authors: Moez Bellaaj

Addresses: Faculty of Business Administration, University of Tabuk, P.O. Box 741, Tabuk 71491, Saudi Arabia

Abstract: The measurement of information systems (IS) success have been widely investigated throughout the IS research community. However, the traditional success models need refinements to meet the specificities of the web-based IS. To go beyond this limitation, this study provides an empirical test of re-specified models adapted to the internet context and based on DeLone and McLean#39;s IS success research. Thus, we tested two models using covariance-based structural equation modelling, as implemented in EQS 6.1, to determine the impact of three web-based IS success factors on online customer satisfaction. The results indicate that web system quality, web content quality and web service quality have a direct effect on online customer satisfaction. We found also that web service quality is a central concept and it mediates partially the role of both system quality and content quality.

Keywords: web based information systems; IS quality; DeLone and McLean's IS success models; web system quality; web content quality; web service quality; online customer satisfaction; structural equation modelling; SEM; web services.

DOI: 10.1504/IJIEM.2013.055959

International Journal of Internet and Enterprise Management, 2013 Vol.8 No.2, pp.129 - 145

Accepted: 20 Feb 2013
Published online: 22 Aug 2013 *

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