User satisfaction with Web-based DSS: The role of cognitive antecedents

Websites play a critical role in attracting customers and providing information to assist Web customers in decision making. Despite the importance of such systems providing a satisfactory experience, as per our knowledge no effort has been made to systematically examine the underlying causal structure among important decision related variables such as perceived effort, perceived information accuracy, perceived effectiveness, and satisfaction using Web-based decision support systems (Web-based DSS) that provide information to potential customers. In this study, we develop a conceptual model for investigating cognitive antecedents to Web users’ satisfaction in the context of Web-based DSS. The empirical examination of the research model using structural equations modeling indicates that perceived effectiveness is influenced by perceived information accuracy and effort, and in turn, has positive impact on satisfaction in using Web-based DSS. The implications of this study suggest to information managers that providing customers with highly accurate information from web sites requiring lower effort is perceived as an effective system and such perception leads to increased satisfaction.

Research highlights▶ Develops a conceptual model for investigating cognitive antecedents to Web users’ satisfaction in the context of Web-based DSS. ▶ Finds that user's satisfaction is influenced by perceived effectiveness, which is influenced by perceived information accuracy and perceived effort. ▶ Implies that information managers should design consumer websites to provide information that reflects consumer preferences (to be perceived as accurate) while reducing demands on consumer users.