An Integrated Model of Negative Critical Incidents and Quality Attributes Satisfaction

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Author(s): Kwoting Fang (National Yunlin University Science of Technology, Taiwan), Ya-Yueh Shih (National Chiao Tung University, Taiwan)and Duen-Ren Liu (National Chiao Tung University, Taiwan)
Copyright: 2003
Pages: 4
Source title: Information Technology & Organizations: Trends, Issues, Challenges & Solutions
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-066-0.ch035
ISBN13: 9781616921248
EISBN13: 9781466665330

Keywords: Information Science Reference / IT Research & Theory / IT Research and Theory / Library & Information Science

Abstract

This study proposed an integration of the frequency of negative criteria incidents (FNCIs) and quality attributes satisfaction (QASAT) model based on theory guided. To accomplish this objective, criteria incidents related to the measurement model have been developed. An empirical study of online bookstores was illustrated. The results of this study developed a set of critical incidents and indicated that FNCIs affected overall satisfaction indirectly by QASAT was 44% on the Internet shopping environment.

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