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

Online shopping provides convenience to Web shoppers, yet its electronic format changes information-gathering methods traditionally used by customers. This change raises questions concerning customer satisfaction with the online purchasing process. Web shopping involves a number of phases, including the information phase, in which customers search for information regarding their intended purchases. The purpose of this paper is to develop theoretically justifiable constructs for measuring Web-customer satisfaction during the information phase. By synthesizing the expectation-disconfirmation paradigm with empirical theories in user satisfaction, we separate Web site quality into information quality (IQ) and…