An Integrated Model of Negative Critical Incidents and Quality Attributes Satisfaction

摘要

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