e-Service Journal

Researchers find customer satisfaction with service-oriented Web sites (e-services) can be modeled effectively based on the match between customers' initial expectations and subsequent perceptions of performance. However, little is known about the factors leading to expectations or the ability of such factors to provide early predictions of satisfaction. We use social cognitive theory as a basis to propose that self-efficacy, past experiences (participation, knowledge, and Internet experience), and affective factors (prior satisfaction and enjoyment) will influence expectations of an e-health service. We test these factors in conjunction with the direct-effects model of satisfaction among patients registered for an e-health service. We find that these antecedents explain 57% of the variance (R2) in expectations. Further, early predictions made from antecedents during initial use of the e-health service explain 39% of the variance in satisfaction. Our findings suggest that the antecedents are important contributors to patients' expectations and can provide early guidance to development of successful e-health services.