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American Behavioral Scientist
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A Critical Review of the E-Satisfaction Literature

Qimei Chen

University of Hawaii at Manoa

Shelly Rodgers

University of Hawaii at Manoa

Yi He

University of Hawaii at Manoa

User satisfaction is essential to the success of any Web site. Satisfaction with electronic environments, or e-satisfaction, drives traffic to Web sites and encourages repeated use of a site. However, the e-satisfaction literature has not been critically examined to assess e-satisfaction scales that currently exist in an effort to determine potential gaps or opportunities for future research. The present study is intended to critically review the existing e-satisfaction literature. We identify problems in defining and measuring e-satisfaction and offer directions for future research.

Key Words: e-satisfaction • customer satisfaction • electronic commerce • web site quality • satisfaction measure.

American Behavioral Scientist, Vol. 52, No. 1, 38-59 (2008)
DOI: 10.1177/0002764208321340
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