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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 Measurement
Objective Division:Economic Framework
Objective Group:Management and Productivity
Objective Field:Marketing
Author:O'Cass, AG (Professor Aron O'Cass)
ID Code:68147
Year Published:2010
Web of Science® Times Cited:61
Deposited By:Management
Deposited On:2011-03-09
Last Modified:2012-12-17
Downloads:18 View Download Statistics

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