Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites

Jamie Carlson*, Aron O'Cass

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

162 Citations (Scopus)

Abstract

Purpose: The objective of this paper is to develop a conceptual model to examine the relationships among e-service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content-driven web sites. Design/methodology/approach: Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model. Findings: Findings suggest that positive evaluations of e-service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content-driven professional sports web sites. Research limitations/implications: The study specifically focuses on content-centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings. Practical implications: The study suggests that practitioners can use the model developed in this study to assist in allocating resources to the essential, or under-performing, e-service quality attributes needed to drive positive consumer satisfaction, attitudes and behavioural intentions. Originality/value: The paper proposes and empirically supports the idea that e-service quality influences consumer attitudes as well as consumer satisfaction and behavioural intentions in the context of content-driven (professional sports) web sites. Moreover, the results of this study provide managers with a useful framework to manage content driven e-services, as well as for researchers interested in the issue of managing e-service quality.

Original languageEnglish
Pages (from-to)112-127
Number of pages16
JournalJournal of Services Marketing
Volume24
Issue number2
DOIs
Publication statusPublished - 2010
Externally publishedYes

Keywords

  • Consumer behaviour
  • Customer satisfaction
  • Customer services quality
  • Internet
  • Services

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