Formation of E-satisfaction and E-loyality: An Extension of Technology Acceptance Model with Perceived Quality and Flow Experience_

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題名：	Formation of E-satisfaction and E-loyality: An Extension of Technology Acceptance Model with Perceived Quality and Flow Experience
書刊名：	品質學報
作者：	許嘉霖／吳克振／陳穆臻／張國謙
作者(外文)：	Hsu, Chia-lin／Wu, Cou-chen／Chen, Mu-chen／Chang, Kuo-chien
出版日期：	2012
卷期：	19:1
頁次：	頁61-83
主題關鍵詞：	網路購物知覺品質；心流；科技接受模式；網路滿意度；網路忠誠度；Perceived quality of e-shopping；Flow；Technology acceptance model；E-satisfaction；E-loyalty
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:1 共同引用:0 點閱:72

The purpose of this study is to integrate perceived quality and flow of e-shopping into the technology acceptance model (TAM) to gain insight into online customer satisfaction (called e-satisfaction hereafter) and website loyalty (called e-loyalty hereafter). In order to achieve the purpose, the proposed research model was tested using data from 416 effective questionnaires and analyzed using structural equation modeling. The results showed that perceived quality of e-shopping, which was categorized into perceived information, perceived system, and perceived service quality, has a significant and positive influence on perceived usefulness and ease of use. We also found that perceived ease of use has a significant and positive impact on flow. E-satisfaction was determined by three key drivers: perceived usefulness, perceived ease of use and flow. Finally, both e-satisfaction and flow were seen to significantly influence e-loyalty on a positive level. Based on the findings, managerial implications are discussed in this paper and directions for future research are also highlighted.

以文找文

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