When and How Information Quality Matters: Perceived Customer Orientation and Customer Satisfaction
نویسندگان
چکیده
Nowadays E-tailing has grown tremendously fast, which bring intensive competition in online business. E-tailers pay more attention to website management to acquire and retain customers. Information quality of website is vital to gaining and increasing customer loyalty in online market. This study validates that information quality has direct effect on customer satisfaction, and it investigates when and how information quality of website matters. More specifically, the moderator effect of perceived customer orientation upon the relationship between information quality and customer satisfaction is investigated. Results indicate that perceived customer orientation has the moderating effect on the information quality and customer satisfaction relationship. In addition, this study finds that customer satisfaction does play a mediating role in the effect of information quality on behavioral intentions.
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