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

Citation

Carlson, J and O'Cass, AG, Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites, Journal of Services Marketing, 24, (2) pp. 112-127. ISSN 0887-6045 (2010) [Refereed Article]

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Copyright Statement

Copyright © Emerald Group Publishing

Official URL: http://www.emeraldinsight.com/journals.

DOI: doi:10.1108/08876041011031091

Abstract

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 implications – The study suggests that practitioners can use the model developed in this study to assist in allocating resources to the essential, or under-performing, e-service quality attributes needed to drive positive consumer satisfaction, attitudes and behavioural intentions.

Originality/value – The paper proposes and empirically supports the idea that e-service quality influences consumer attitudes as well as consumer satisfaction and behavioural intentions in the context of content-driven (professional sports) web sites. Moreover, the results of this study provide managers with a useful framework to manage content driven e-services, as well as for researchers interested in the issue of managing e-service quality.

Item Details

Item Type:Refereed Article
Keywords:services, customer services quality, customer satisfaction, consumer behaviour, internet
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Marketing research methodology
Objective Division:Economic Framework
Objective Group:Management and productivity
Objective Field:Marketing
UTAS Author:O'Cass, AG (Professor Aron O'Cass)
ID Code:68147
Year Published:2010
Web of Science® Times Cited:141
Deposited By:Management
Deposited On:2011-03-09
Last Modified:2012-12-17
Downloads:18 View Download Statistics

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