| Abstract: | The Internet is undergoing a gradual shift from Web 1.0‐based user interaction to Web 2.0, which has a greater emphasis on user‐created content (UCC) and user collaboration (Hsu & Hsu, 2008). Since existing models of e‐service quality are likely deficient under Web 2.0, we build on them and test a new framework using 319 users who frequented UCC websites. Among other findings, three service elements together explained 44% of the variance in user satisfaction and 33% of the variance in website usage. These elements were: the provider‐user relationship (customization and participation), the relationship among users (e.g., user empowerment), and user compensation. Copyright © 2012 ASAC. Published by John Wiley & Sons, Ltd. |
