The relationship between web quality and user satisfaction: the moderating effects of security and content
by Vivek S. Natarajan; Satyanarayana Parayitam; Tejinder Sharma
International Journal of Business Excellence (IJBEX), Vol. 5, No. 1/2, 2012

Abstract: The growing popularity of online shopping has drawn an increasing amount of attention from organisations to maintain quality of their websites and attract customers. The principal objective of this study was to test the conceptual model of various components of website quality and customer satisfaction. The study investigates the moderating effects of security and content of websites in relation to the effects of components of website quality on customer satisfaction. We collected data consisting of a total of 448 responses from individuals (255 from USA, and 193 from India) who are habituated to visit websites and engage in online shopping. We used structural equation modelling to test the measurement model and employed hierarchical moderated regression to analyse the collected data. Our findings demonstrated that: 1) various components of website quality viz., ease of use, reliability, and interaction are important to enhance customer satisfaction; 2) security and content have moderating effect on these direct relationships. On the basis of our results, the companies must stress the content and security features to enhance customer satisfaction. Implications for research and practice are discussed.

Online publication date: Thu, 29-Dec-2011

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business Excellence (IJBEX):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?


Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com