“Consumer Differences in Reactions to Download Delays and Satisfaction with Web Sites”
Abstract: This study confirms that satisfaction with a Web site is an important antecedent of consumer behavioral intentions related to the Web site. At the same time, the study finds evidence that download delays can undermine the positive effect of satisfaction with a Web site on consumer intentions to use the Web site. This is true whether download delays are captured within general assessments of download speed or as specific perceptions of download time in seconds. The results further show that the negative effects of download delay on consumer intentions to use the Web site are present for Caucasian respondents but not for Hispanic respondents, and for men but not for women.
Source: Proceedings of the Consumer Satisfaction, Dissatisfaction, and Complaining Behavior Conference, 2008, Las Vegas, NV: CS/D&CB, Inc. and the Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 163-166.
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