A Consumer Typology based on

E-service Quality and E-satisfaction

Presenter：Emma Ting

Instructor：Dr. Teresa Hsu

Date：2015/03/161

Citation

Bressolles, G., Durrieu, F., & Senecal, S. (2014).

A consumer typology based on e-service quality

and e-satisfaction. Journal of Retailing and

Consumer Services, 21(6), 889–896.

2

Content

3

• Introduction

• Literature Review

• Methodology

• Data Analysis

• Conclusion

• Reflection

• Background

• Definition of term

• Purpose of study

4

Background

5

• The increasingly systematic use of the Internet in

consumers’ decision-making processes

• Service quality and satisfaction

Typology

6

• A systematic classification or study of types

• Phenomenon

Purpose of study

7

Using a mixture modeling regression, e-service

quality is used as a predictor of e-satisfaction.

A post-hoc predictive typology of e-satisfaction

based on four dimensions of e-service quality is

proposed.

Literature Review

8

Suggest that it is important for managers of

commercial websites to promote the utilitarian

value of their websites in order to achieve greater

levels of satisfaction among their users and

greater volume of sales.

(Martínez-López et al. 2014)

Literature Review

9

Market segmentation can be defined as “a state of

demand heterogeneity such that the total market

demand can be disaggregated into segments with

distinct demand functions.”

(Dickson & Ginter, 1987)

Methodology

10

• Participants

• Materials

• Procedure

• Data Analysis

Participants

11

Electrical goods

Online travel

Cultural goods

France

12

Promotion

Questionnaire

Internet

Materials

13

Questionnaire

September -November

1144

1.58% buyer 2.53% men

3.66% under 45 years of age

Procedure

Date

Participant

Include

Data Analysis

14

Information on the site is accurate

Easy to look for information on the site

The site is creative

The site is guarantees security it

Personal details are safe on the site

1 2

3

15

Data Analysis

16

Easy of use

Information

Security

Aesthetics

Conclusion

17

Reflection

Security

Thank you

18

19

Don’t listen to what other say about

you, lead you own life