Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/21422
Title: The impact of website quality on customer satisfaction and purchase intentions : evidence from Chinese online visitors
Authors: Bai, B
Law, R 
Wen, I
Keywords: Chinese online visitors
Customer satisfaction
Purchase intentions
Website quality
Issue Date: 2008
Publisher: Pergamon Press
Source: International journal of hospitality management, 2008, v. 27, no. 3, p. 391-402 How to cite?
Journal: International journal of hospitality management 
Abstract: With the increasing popularity of online shopping and being the most populated country in the world, China is one of the major online markets now and is likely to become the largest market in the future. In the academic literature, website quality has generally been recognized as a critical step to drive business online. As such, numerous studies have been devoted to website quality and evaluations. Research efforts are, however, in need of understanding the use of websites in regards to online customers’ behavior, especially Chinese customers. This study developed and empirically tested a conceptual model of the impact of website quality on customer satisfaction and purchase intentions. Results indicated that website quality has a direct and positive impact on customer satisfaction, and that customer satisfaction has a direct and positive impact on purchase intentions. While the influence of website quality on purchase intentions exists, customer satisfaction does significantly mediate this effect. Drawing on the empirical findings, managerial implications and recommendations for future research are offered.
URI: http://hdl.handle.net/10397/21422
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2007.10.008
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