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The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

Chia-Lin Hsu, Kuo-Chien Chang, Mu-Chen Chen

2012.12.1Information Systems and E-Business Management

DOI: 10.1007/s10257-011-0181-5

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It is found that the service quality is more important than information and system quality in influencing customer satisfaction and purchase intention and the relationship between perceived playfulness and perceived flow is reciprocal.

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HSU, Chia-Lin; CHANG, Kuo-Chien; CHEN, Mu-Chen. The impact of website quality on customer satisfaction and purchase intention: Perceived playfulness and perceived flow as mediators. Information Systems and E-Business Management, 2012, 10: 549–570.