The Asymmetric Effect of Website Attribute Performance on Satisfaction: An Empirical Study

Christy M K Cheung; Matthew K.O. Lee

doi:10.1109/HICSS.2005.585

The Asymmetric Effect of Website Attribute Performance on Satisfaction: An Empirical Study

Christy M K Cheung, Matthew K.O. Lee

Research output: Chapter in book/report/conference proceeding › Conference proceeding › peer-review

48 Citations (Scopus)

Abstract

The purpose of this study is to examine the asymmetrical effects of negative and positive website attribute performance on satisfaction. An online survey on satisfaction with an e-portal was conducted, and a total of 515 usable questionnaires were collected. Psychometric properties of the measures were examined, and ordinary least squares were used to estimate the regression model. Results show that the importance of asymmetrical effect is different for different attributes, where the negative performance on information reliability, system access and usability had a stronger impact than their positive performance. On the other hand, the positive performance on information understandability and usefulness, and system navigation had a stronger impact than their negative performance. This difference of asymmetrical effect is an important area calling for future investigation.

Original language	English
Title of host publication	Proceedings of the 38th Hawaii International Conference on System Sciences (HICSS-38)
Publisher	IEEE
Number of pages	10
ISBN (Print)	0769522688
DOIs	https://doi.org/10.1109/HICSS.2005.585
Publication status	Published - Jan 2005
Event	2005 38th Hawaii International Conference on System Sciences (HICSS-38) - Big Island, United States Duration: 3 Jan 2005 → 6 Jan 2005 https://ieeexplore.ieee.org/xpl/conhome/9518/proceeding

Publication series

Name	Proceedings of the Annual Hawaii International Conference on System Sciences
ISSN (Print)	1530-1605

Conference

Conference	2005 38th Hawaii International Conference on System Sciences (HICSS-38)
Country/Territory	United States
City	Big Island
Period	3/01/05 → 6/01/05
Internet address	https://ieeexplore.ieee.org/xpl/conhome/9518/proceeding

Scopus Subject Areas

Engineering(all)

User-Defined Keywords

Asymmetry
Satisfaction
Information Quality
System Quality
Understandability
Reliability
Usefulness, Access
Usability
Navigation

Access to Document

10.1109/HICSS.2005.585

Cite this

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title = "The Asymmetric Effect of Website Attribute Performance on Satisfaction: An Empirical Study",

abstract = "The purpose of this study is to examine the asymmetrical effects of negative and positive website attribute performance on satisfaction. An online survey on satisfaction with an e-portal was conducted, and a total of 515 usable questionnaires were collected. Psychometric properties of the measures were examined, and ordinary least squares were used to estimate the regression model. Results show that the importance of asymmetrical effect is different for different attributes, where the negative performance on information reliability, system access and usability had a stronger impact than their positive performance. On the other hand, the positive performance on information understandability and usefulness, and system navigation had a stronger impact than their negative performance. This difference of asymmetrical effect is an important area calling for future investigation.",

keywords = "Asymmetry, Satisfaction, Information Quality, System Quality, Understandability, Reliability, Usefulness, Access, Usability, Navigation",

author = "Cheung, {Christy M K} and Lee, {Matthew K.O.}",

note = "The work described in this paper was partially supported by a grant from City University of Hong Kong (Project No. 7001160).; 2005 38th Hawaii International Conference on System Sciences (HICSS-38) ; Conference date: 03-01-2005 Through 06-01-2005",

year = "2005",

month = jan,

doi = "10.1109/HICSS.2005.585",

language = "English",

isbn = "0769522688",

series = "Proceedings of the Annual Hawaii International Conference on System Sciences",

publisher = "IEEE",

booktitle = "Proceedings of the 38th Hawaii International Conference on System Sciences (HICSS-38)",

address = "United States",

url = "https://ieeexplore.ieee.org/xpl/conhome/9518/proceeding",

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Cheung, CMK & Lee, MKO 2005, The Asymmetric Effect of Website Attribute Performance on Satisfaction: An Empirical Study. in Proceedings of the 38th Hawaii International Conference on System Sciences (HICSS-38). Proceedings of the Annual Hawaii International Conference on System Sciences, IEEE, 2005 38th Hawaii International Conference on System Sciences (HICSS-38), Big Island, Hawaii, United States, 3/01/05. https://doi.org/10.1109/HICSS.2005.585

The Asymmetric Effect of Website Attribute Performance on Satisfaction: An Empirical Study. / Cheung, Christy M K; Lee, Matthew K.O.
Proceedings of the 38th Hawaii International Conference on System Sciences (HICSS-38). IEEE, 2005. (Proceedings of the Annual Hawaii International Conference on System Sciences).

Research output: Chapter in book/report/conference proceeding › Conference proceeding › peer-review

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KW - Usability

KW - Navigation

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The Asymmetric Effect of Website Attribute Performance on Satisfaction: An Empirical Study

Abstract

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Scopus Subject Areas

User-Defined Keywords

Access to Document

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