Journal
JOURNAL OF RETAILING AND CONSUMER SERVICES
Volume 21, Issue 6, Pages 889-896Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2014.07.004
Keywords
e-Service quality; e-Satisfaction; e-Commerce; Predictive typology; Regression mixture model
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The increasingly systematic use of the Internet in consumers decision-making processes, coupled with the development of e-commerce, has led researchers and practitioners to examine issues concerning service quality and satisfaction in an online context. This paper proposes a post-hoc predictive typology of e-satisfaction based on four dimensions of e-service quality. A sample of 1144 French consumers recruited on websites from three different industries (online travel, cultural goods (books, CDs, DVDs, etc.), and electronics goods) was used to generate the proposed typology. Using a mixture modeling regression, five groups of consumers who differed in terms of e-satisfaction and e-service quality were identified: the involved, the browsers, the fun seekers, the careful and the surfers. All the four e-service quality dimensions investigated were found to influence e-satisfaction. Theoretical and managerial implications are discussed. (C) 2014 Elsevier Ltd. All rights reserved.
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