Research Focuses and Trends of Online Customer Satisfaction
BAO Jin-long
Abstract：Taking the citation database Web of Science as data source,this paper gives a comprehensive analysis on the researches of International online customer satisfaction by using cluster analysis and strategic diagram. The results show that the relevant research themes can be divided into 14 fields;the core research themes are online customer satisfaction antecedents,online banking customer loyalty formation mechanism,online retailing customer repurchase intention,dimensions and consequences of electronic service quality,and the continuance usage intention of Information system users;researches on e-satisfaction and e-loyalty are mature;service recovery,self-service technology,personalized recommendation system,youth attitudes and behaviors of online games,the availability of human-computer interaction technology,online system user satisfaction,patient satisfaction surveys online,e-commerce marketing strategy are at are locate on the edge of research network;customer satisfaction and loyalty in the setting of social network word of mouth are the future research trends.
Keywords：online customer satisfactionco-word analysiscluster analysisstrategic diagram
Publication Date：2014-01-01
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：5( 47-51 )