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The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

Information systems and e-business management, 2012-12, Vol.10 (4), p.549-570 [Peer Reviewed Journal]

Springer-Verlag 2011 ;Springer-Verlag Berlin Heidelberg 2012 ;ISSN: 1617-9846 ;EISSN: 1617-9854 ;DOI: 10.1007/s10257-011-0181-5

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Title:
The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators
Author: Hsu, Chia-Lin ; Chang, Kuo-Chien ; Chen, Mu-Chen
Subjects: Business and Management ; Correlation analysis ; Customer satisfaction ; Customer services ; Electronic commerce ; Information systems ; Information Systems Applications (incl.Internet) ; IT in Business ; Management ; Mathematical analysis ; On-line systems ; Original Article ; Perceptions ; Quality ; Quality of service ; Reciprocity ; Studies ; Tourism ; Travel agencies ; User behavior ; Variables ; Web sites ; Websites
Is Part Of: Information systems and e-business management, 2012-12, Vol.10 (4), p.549-570
Description: The purposes of this study are to examine whether perceived playfulness and perceived flow would mediate the relationships among website quality, customer satisfaction, and purchase intention, as well as to assess the degree of reciprocity between perceived playfulness and perceived flow in an online travel agency context. This study suggested a research framework for testing the relationships among the constructs based on the stimulus-organism-response framework. In addition, this study developed a non-recursive model. After validating the measurement scales, empirical analyses were conducted using structural equation modelling. The findings confirm that website quality affects customers’ perceived playfulness and perceived flow, and in turn, would influence their satisfaction and purchase intention. Notably, this study finds that the service quality is more important than information and system quality in influencing customer satisfaction and purchase intention. Furthermore, the study reveals that the relationship between perceived playfulness and perceived flow is reciprocal. Based on the findings, the implications are discussed in the paper and directions for future research are also highlighted.
Publisher: Berlin/Heidelberg: Springer-Verlag
Language: English
Identifier: ISSN: 1617-9846
EISSN: 1617-9854
DOI: 10.1007/s10257-011-0181-5
Source: Alma/SFX Local Collection
ProQuest Central

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The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

Springer-Verlag 2011 ;Springer-Verlag Berlin Heidelberg 2012 ;ISSN: 1617-9846 ;EISSN: 1617-9854 ;DOI: 10.1007/s10257-011-0181-5

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