A Critical Review of the E-Satisfaction Literature

Abstract

User satisfaction is essential to the success of any Web site. Satisfaction with electronic environments, or e-satisfaction, drives traffic to Web sites and encourages repeated use of a site. However, the e-satisfaction literature has not been critically examined to assess e-satisfaction scales that currently exist in an effort to determine potential gaps or opportunities for future research. The present study is intended to critically review the existing e-satisfaction literature. We identify problems in defining and measuring e-satisfaction and offer directions for future research.