E-satisfaction in Business-to-Consumer Electronic Commerce

E-satisfaction as a construct has gained increasing importance in the marketing literature in recent times. The examination of consumer satisfaction in an e-commerce context follows the growing consensus that in Internet retailing, as in traditional retailing, consumer satisfaction is not only a critical performance outcome, but also a primary predictor of customer online purchase intention. This study developed a model to explore the antecedents and consequences of e-satisfaction. Based on survey data from students of two universities of Chongqing China, esatisfaction was measured with two components: information satisfaction and system satisfaction. The results identified information satisfaction (relevancy, understandability consistency and currency) and system satisfaction (users’ interface, security, personalization, tele-presence and navigability) as significant predictors of e-satisfaction and online purchase intention as behavioral consequences of e-satisfaction. Possible limitations of research are also discussed.