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An Integrated Model of Negative Critical Incidents and Quality Attributes Satisfaction
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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