Web-based information systems success: testing the antecedents of online customer satisfaction

Abstract

The measurement of information systems (IS) success have been widely investigated throughout the IS research community. However, the traditional success models need refinements to meet the specificities of the web-based IS. To go beyond this limitation, this study provides an empirical test of re-specified models adapted to the internet context and based on DeLone and McLean’s IS success research. Thus, we tested two models using covariance-based structural equation modelling, as implemented in EQS 6.1, to determine the impact of three web-based IS success factors on online customer satisfaction. The results indicate that web system quality, web content quality and web service quality have a direct effect on online customer satisfaction. We found also that web service quality is a central concept and it mediates partially the role of both system quality and content quality.