Construct Details:

Source (6762):

Kim, Dan J., Donald L. Ferrin, and H. Raghav Rao (2009), "Trust and satisfaction, two stepping stones for successful E-commerce relationships: A longitudinal exploration", Information Systems Research, 20, 237-257.
Endnote


Construct



Definition:

  • A customer's cognitive and affective state of fulfillment after the purchase.


Item(s):

  • How do you feel about your overall experience of the purchase through this website: very dissatisfied - very satisfied.
  • How do you feel about your overall experience of the purchase through this website: very displeased - very pleased.
  • How do you feel about your overall experience of the purchase through this website: very frustrated - very contented.
  • How do you feel about your overall experience of the purchase through this website: absolutely terrible - absolutely delighted.


Citations: