MEASURING THE ANTECEDENT EFFECTS OF SERVICE COGNITION AND INTERNET SHOPPING ANXIETY ON CONSUMER SATISFACTION WITH E-TAILING SERVICE

Abstract

Internet shopping anxiety (ISA), or the negative emotion that results from an individual’s experiences with online shopping in particular, is an important factor to explain the consumer’s emotion in ecommerce usage experience, such as e-tailing service usage experience. In this study, we introduce Internet shopping anxiety (ISA) as a new factor that reflect the consumer’s emotion in e-tailing service usage. We explore and empirically validate the relationships among Internet shopping anxiety, perceived risk and consumer satisfaction under the online retailing context. This study surveyed and collected the responses of 239 survey participants with online shopping experience. The results indicated that E-tailing service quality and trust in website have significant negative effects on Internet shopping anxiety. Further, the results showed that Internet shopping anxiety have a significant positive effect on perceived risk. Finally, perceived risk is found to have a significant negative effect on consumers’ satisfaction.consumer satisfaction, e-tailing service, internet shopping anxiety.