Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites

By Jamie Carlson, Aron O'Cass. 2010

367 citations recorded by the source corpus.

Purpose – The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content‐driven web sites.Design/methodology/approach – Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model.Findings – Findings suggest that positive evaluations of e‐service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content‐driven professional sports web sites.Research limitations/implications – The study specifically focuses on content‐centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings.Practical implicat...

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

View Paper: https://www.semanticscholar.org/paper/79979d5709a488a0973899ca38edaf2b6a3b5eed

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

Assessing customers' perceived value of the online channel of multichannel retailers: A two country examination (2015, methodology): “Three items drawn from Carlson and O’Cass (2010) were used to measure online channel satisfaction with three items measuring OCLI drawn from Parasuraman et al.”
Predicting spectators’ behavioural intentions in professional football: The role of satisfaction and service quality (2013, background): “It has been reported that positive perceptions about the quality of services leads to customer satisfaction, which in its turn leads to positive behavioural intentions (Carlson & O’Cass, 2010; Dabholkar, Shepherd, & Thorpe, 2000).”
Service quality in a higher education context: an integrated model (2012, background): “, 1988), and that perceived service quality is the determinant of satisfaction (Carlson and O’Cass, 2010; Gounaris et al., 2010).”