KOREASCHOLAR

EFFECT OF WEBSITE PERFORMANCE EXPECTANCY ON CUSTOMER SATISFACTION: ONLINE FASHION PERFORMANCE

Marlene Amorim, Sandra Maria Correia Loureiro
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/325951
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Global Fashion Management Conference
2017 Global Fashion Management Conference at Vienna (2017.07)
pp.536-539
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

This study builds on prevalent approaches of extending the applications of importance performance analysis (IPA) tool. Thus, we analyse the influence of Performance expectancy on Customer Satisfaction. The instruments employed were adapted from previous studies and pilot tested with a group of master students to verify clarity of meaning and comprehension. Findings reveal the stronger influence of three factor that emerge from performance expectancy: Usability, Reliability, Information Quality.

Keyword
information qualityusabilityinformation qualityperformance expectancyCustomer satisfaction
Author
  • Marlene Amorim(University of Aveiro, Portugal)
  • Sandra Maria Correia Loureiro(Instituto Universitário de Lisboa (ISCTE-IUL) and Business Research Unit (BRU/UNIDE), Portugal)