A critical review of the e-satisfaction literature

作者：Chen, Qimei^*; Rodgers, Shelly; He, Yi

来源：American Behavioral Scientist, 2008, 52(1): 38-59.

DOI：10.1177/0002764208321340

• e-satisfaction
• customer satisfaction
• electronic commerce
• web site quality
• satisfaction measure

User satisfaction is essential to the success of any Web site. Satisfaction with electronic environments, or e-satisfaction, drives traffic to Web sites and encourages repeated use of a site. However, the e- satisfaction literature has not been critically examined to assess e- satisfaction scales that currently exist in an effort to determine potential gaps or opportunities for future research. The present study is intended to critically review the existing e- satisfaction literature. We identify problems in defining and measuring e- satisfaction and offer directions for future research.

• 出版日期2008-9
• 单位复旦大学