The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach

By Vicki R. McKinney, Kanghyun Yoon, F. Zahedi. Information systems research, 2002

2,270 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/001ffbeb63dfa6d52e9379dae46e68aea2d9407e

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Understanding user experiences of online travel review websites for hotel booking behaviours: an investigation of a dual motivation theory (2018, background): “For instance, McKinney, Yoon, and Zahedi (2002) suggested three determinants to evaluate information quality (reliability, understandability, and the usefulness of the information) as antecedents to explain website satisfaction.”
Investigating the Influence of the Functional Mechanisms of Online Product Presentations (2007, background): “Other studies have implied that consumers’ favorable online experiences may also be important to consumers’ satisfaction with shopping (Mathwick and Rigdon 2004, McKinney et al. 2002).”
Inhibitors and Enablers as Dual Factor Concepts in Technology Usage (2004, background): “…to discourage use or its analogues (e.g., Web site purchase intention) such as distrust (McKnight et al., 2003), risk (Grazioli and Jarvenpaa, 2000; McKnight et al., 2002; Pavlou, 2003), dissatisfiers (Zhang and vonDran, 2000), anxiety (Brown et al., 2004; Compeau et al., 1999; Venkatesh, 2000),…”
A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers (2004, methodology): “…use SYQ3 This Web site is easy to navigate SYQ4** This Web site is well designed for users System quality SYQ5 This Web site is visually attractive McKinney et al. 2002 REL1 This store serves me what I ask for REL2* This store performs the service right Devaraj et al. 2002 REL3* This store…”
The maximizing mind-set (2014, result): “…than expected, satisfaction results, whereas when the outcome is poorer than expected, dissatisfaction results (e.g., Andrews and Withey 1976; Campbell, Converse, and Rodgers 1976; Cardozo 1965; McKinney, Yoon, and Zahedi 2002; Shepperd and McNulty 2002; Watts 1968; Weaver and Brickman 1974).”
Design aesthetics leading to m-loyalty in mobile commerce (2006, background): “In recent technology adoption studies, dependent variables have been attitude [87], acceptance [82], preference, satisfaction [64,65], intention [3,35,59], and actual use [15].”
E-learning success determinants: Brazilian empirical study (2017, positive): “It is also identified as having an impact on performance characteristics, functionality, and usability, among others (McKinney et al., 2002).”
A longitudinal investigation of continued online shopping behavior: An extension of the theory of planned behavior (2006, methodology): “Second, our ﬁndings generally support the results of prior EDT-based studies (e.g., Anderson and Sullivan, 1993; Oliver, 1993; Bhattacherjee, 2001; McKinney et al., 2002; Bhattacherjee and Premkumar, 2004) and indicate that disconﬁrmation exerts the strongest effect ( b ¼ 0.60) on satisfaction.”
Trust and Electronic Government Success: An Empirical Study (2008, background): “System quality is an important determinant of Web site users’ satisfaction [45] and intention to continue using [60].”
The effect of negative online consumer reviews on product attitude: An information processing view (2008, methodology): “We reviewed the quality of online consumer review content in terms of relevance, reliability, understandability, and sufficiency [5,32,37,38,49].”
A Theoretical Integration of User Satisfaction and Technology Acceptance (2005, neutral): “부록 A. 연구가설 번호 관계 관련 연구 H1a 신뢰성 → 전반적인 웹사이트 정보 품질 Molla and Licker [36], Mckinney et al. [34] H1b 개인화 → 전반적인 웹사이트 정보 품질 Molla and Licker [36], DeLone and McLean [20] H1c 범위 → 전반적인 웹사이트 정보 품질 Mckinney et al. [34] H1d 적절성 → 전반적인 웹사이트 정보 품질 Molla and Licker [36], Mckinney et al. [34] H2a 사용성 → 전반적인 웹사이트”
Critical success factors for e-learning in developing countries: A comparative analysis between ICT experts and faculty (2012, background): “Characteristics of information quality include content relevance, course quality, and course flexibility (Arbaugh, 2002; McKinney et al., 2002; Sun et al., 2008).”
Effects of e‐service quality on loyalty intention: an empirical study in online auction (2008, background): “According to EDT, perceived performance is defined as customers’ perception of how product performance fulfills their needs, wants, and desires (McKinney et al., 2002).”
Usability, quality, value and e-learning continuance decisions (2005, methodology): “Information quality is concerned with timeliness, relevance, and accuracy of information generated by an information system (Bailey & Pearson, 1983; DeLone & McLean, 1992; McKinney et al., 2002). Chae and Kim (2001) proposed a model of information quality to identify the important dimensions of info”
An empirical investigation of employee portal success (2010, methodology): “…we extended our literature review by analyzing studies focusing on the evaluation of web-based systems (WBS), which are similar to employee portals (e.g., Bharati and Chaudhury, 2004; Cheung and Lee, 2005; Garrity et al., 2005; Huang et al., 2004; McKinney et al., 2002; Molla and Licker, 2001).”
The impact of electronic word-of-mouth communication: A literature analysis and integrative model (2012, background): “The quality of argument (information) is basically evaluated in terms of the information content, accuracy, format, and timeliness [61].”
Why Do Internet Users Stick with a Specific Web Site? A Relationship Perspective (2006, neutral): “[59] McKnight et al.”