MEASURING THE ANTECEDENT EFFECTS OF SERVICE COGNITION AND INTERNET SHOPPING ANXIETY ON CONSUMER SATISFACTION WITH E-TAILING SERVICE

Internet shopping anxiety (ISA), or the negative emotion that results from an individual's experiences with online shopping in particular, is an important factor to explain the consumer's emotion in e-commerce usage experience, such as e-tailing service usage experience. In this study, we...

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Bibliographic Details
Published in:Management & marketing (Bucharest, Romania) Romania), 2011-01, Vol.6 (1), p.59
Main Authors: Yao, Chengwen, Liao, Shuling
Format: Article
Language:English
Subjects:
Anxiety
Computer use
Consumer behavior
Consumers
Customer satisfaction
Electronic commerce
Emotions
Information technology
Internet
Perceptions
Quality of service
Retail stores
Shopping
Studies
Trust
Websites
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Summary:Internet shopping anxiety (ISA), or the negative emotion that results from an individual's experiences with online shopping in particular, is an important factor to explain the consumer's emotion in e-commerce usage experience, such as e-tailing service usage experience. In this study, we introduce Internet shopping anxiety (ISA) as a new factor that reflect the consumer's emotion in e-tailing service usage. We explore and empirically validate the relationships among Internet shopping anxiety, perceived risk and consumer satisfaction under the online retailing context. This study surveyed and collected the responses of 239 survey participants with online shopping experience. The results indicated that E-tailing service quality and trust in website have significant negative effects on Internet shopping anxiety. Further, the results showed that Internet shopping anxiety have a significant positive effect on perceived risk. Finally, perceived risk is found to have a significant negative effect on consumers' satisfaction. [PUBLICATION ABSTRACT]
ISSN:1842-0206
2069-8887