Please use this identifier to cite or link to this item:
http://hdl.handle.net/10071/31173
Author(s): | Lima, D. Ramos, R. F. Oliveira, P. M. |
Date: | 2024 |
Title: | Customer satisfaction in the pet food subscription-based online services |
Journal title: | Electronic Commerce Research |
Volume: | 24 |
Number: | 2 |
Pages: | 745 - 769 |
Reference: | Lima, D., Ramos, R. F., & Oliveira, P. M. (2024). Customer satisfaction in the pet food subscription-based online services. Electronic Commerce Research, 24(2), 745-769. https://doi.org/10.1007/s10660-024-09807-8 |
ISSN: | 1389-5753 |
DOI (Digital Object Identifier): | 10.1007/s10660-024-09807-8 |
Keywords: | Pet food Subscription-based online services E-service quality Customer satisfaction Continuance intention |
Abstract: | Pet food subscription-based online services (SOS) fulfill the demand for pet food that fits pets’ characteristics and health necessities. The present research explores the antecedents of pet food SOS customer satisfaction and its effect on continuance intention, positively moderated by price. 28,786 online reviews from 10 pet food SOS brands were collected from Trustpilot to generate a term-frequency matrix through text mining techniques and used as an input to construct a structural equation model. Results suggest that e-service quality (E-SQ), perceived healthfulness, ingredients and nutritional composition, and packaging positively influence customer satisfaction, subsequently predicting continuance intention. In turn, price was not confirmed as a positive moderating factor in the relationship between customer satisfaction and continuance intention. |
Peerreviewed: | yes |
Access type: | Open Access |
Appears in Collections: | ISTAR-RI - Artigos em revistas científicas internacionais com arbitragem científica |
Files in This Item:
File | Size | Format | |
---|---|---|---|
article_100521.pdf | 1,42 MB | Adobe PDF | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.