A consumer typology based on e-service quality and e-satisfaction |
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| Institution: | 1. KEDGE Business School—Bordeaux, 680 Cours de la Libération, 33405 Talence Cedex, France;2. HEC Montréal, 3000 Chemin de la Côte-Sainte-Catherine, Montréal, QC, Canada H3T 2A7;1. Paris XIII University, CEPN, Sorbonne Paris Cité,, Centre Marc Bloch, Berlin, Germany;2. Paris-Est University, Institut de Recherche en Gestion (IRG), Paris, France;3. Paris Dauphine University, DRM-UMR-CNRS 7088, Paris, France;1. EcoTopia Science Institute, Nagoya University, Chikusa-ku, Nagoya 464-8603, Japan;2. China Academy of Transportation Sciences, 240 Huixinli, Chaoyang District, Beijing 100029, China;3. Institute of Innovation for Future Society, Nagoya University, Chikusa-ku, Nagoya 464-8603, Japan;1. Department of Information System, Faculty of Computing, Universiti Teknologi Malaysia (UTM), Skudai, 81310 Johor Bahru, Johor, Malaysia;2. Department of Management, Payame Noor University, Tehran;1. Faculty of Management, Universiti Teknologi Malaysia, 81310 UTM Skudai, Malaysia;2. Universiti Pendidikan Sultan Idris, Malaysia;1. Nottingham University Business School, The University of Nottingham Malaysia Campus, Jalan Broga, 43500 Semenyih, Selangor, Malaysia;2. Department of Marketing and Information Systems, Faculty of Business and Accountancy, University of Malaya, 50603 Kuala Lumpur, Malaysia;3. East China University of Science and Technology, 130 Meilong Road, Xuhui, 200237 Shanghai, China;4. Warwick Business School, The University of Warwick, CV4 7AL Coventry, UK |
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| Abstract: | The increasingly systematic use of the Internet in consumers’ decision-making processes, coupled with the development of e-commerce, has led researchers and practitioners to examine issues concerning service quality and satisfaction in an online context. This paper proposes a post-hoc predictive typology of e-satisfaction based on four dimensions of e-service quality. A sample of 1144 French consumers recruited on websites from three different industries (online travel, cultural goods (books, CDs, DVDs, etc.), and electronics goods) was used to generate the proposed typology. Using a mixture modeling regression, five groups of consumers who differed in terms of e-satisfaction and e-service quality were identified: the ‘involved’, the ‘browsers’, the ‘fun seekers’, the ‘careful’ and the ‘surfers’. All the four e-service quality dimensions investigated were found to influence e-satisfaction. Theoretical and managerial implications are discussed. |
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| Keywords: | e-Service quality e-Satisfaction e-Commerce Predictive typology Regression mixture model |
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