Effective Product Customization on the Web: An Information Systems Success Approach

Abstract

Product customization is an important facility that e-commerce offers to its users. On the Web, choiceboard systems have become quite prevalent as the means by which users are able to customize their products. These systems allow customers to configure products and services by choosing from a menu of attributes, components, delivery options, and prices. In the context of a choiceboard environment, this research examines the impact of system and information quality and information presentation on interface satisfaction and decision satisfaction. Further, it examines the impact of the latter two satisfaction factors on overall user satisfaction and intention to use. The research reveals that improved system quality, vis-à-vis choiceboards, leads to better information and decision satisfaction on the part of the users. This in turn leads to higher overall satisfaction and intention to use. The research uses an experiment for data collection and examines these relationships using the structural equation modeling (SEM) approach.