Web-based information systems success: testing the antecedents of online customer satisfaction
by Moez Bellaaj
International Journal of Internet and Enterprise Management (IJIEM), Vol. 8, No. 2, 2013

Abstract: The measurement of information systems (IS) success have been widely investigated throughout the IS research community. However, the traditional success models need refinements to meet the specificities of the web-based IS. To go beyond this limitation, this study provides an empirical test of re-specified models adapted to the internet context and based on DeLone and McLean#39;s IS success research. Thus, we tested two models using covariance-based structural equation modelling, as implemented in EQS 6.1, to determine the impact of three web-based IS success factors on online customer satisfaction. The results indicate that web system quality, web content quality and web service quality have a direct effect on online customer satisfaction. We found also that web service quality is a central concept and it mediates partially the role of both system quality and content quality.

Online publication date: Sat, 19-Jul-2014

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