Antecedents and Consequences of User Satisfaction with E-Mail Systems

Kevin Dow; Alexander. Serenko; Ofir Turel; Jeffrey Wong

doi:10.4018/jec.2006040103

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Antecedents and Consequences of User Satisfaction with E-Mail Systems

Kevin Dow (Kent State University, USA), Alexander. Serenko (Lakehead University, USA), Ofir Turel (McMaster University, Canada) and Jeffrey Wong (University of Nevada at Reno, USA)

Source Title: International Journal of e-Collaboration (IJeC) 2(2)

DOI: 10.4018/jec.2006040103

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Abstract

E-mail is an important component of the e-collaborative environment. This study contributes to the literature by using the American Customer Satisfaction Index (ACSI) framework to model the antecedents and consequences of customer satisfaction with e-mail systems. We employ a survey to gather empirical evidence to test the modified ACSI model for e-mail systems. Additionally, we test whether spam has an influence on a user’s satisfaction with his or her e-mail system. Our results generally support the notion that the ACSI framework can be used to model e-mail user satisfaction, but we do not find statistically significant evidence that spam affects overall user satisfaction with their e-mail system.

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