Understanding the Impacts of Information Quality, System Quality and Service Quality on Consumers' Satisfaction and Continuance Intention

Abstract

Online shopping has grown substantially across the globe. Understanding how to increase customers' loyalty through lifting up the level of satisfaction has been emphasized by both researchers and practitioners. Prior research focuses on overall satisfaction and continuance intention. In this study, we integrate expectation-confirmation theory (ECT) and IS success model to examine how consumers' expectation, perception and confirmation and satisfaction on information quality, system quality, and service quality affects their continuance intention toward online shopping. We surveyed 368 full- and part-time students to test and validate the model and relationship. The results showed that confirmation and satisfaction are strongly affected by perceived quality but not expectation. However, the impact of satisfaction on continuance intention is not as strong as expected.