Investigating the Asymmetric Effects of Website Quality on Customer Satisfaction and Trust: An Application of Information System Success Model
In this paper, the authors apply the information system success model to analyze the website quality of a restaurant (the website of T.G.I. Friday's as the research case). Website quality was analyzed according to three dimensions: information quality, system quality and service quality. Customer perceptions related to losses and gains due to website quality were assessed to determine whether such perceptions have an asymmetric effect on customer satisfaction and trust. Their results indicate that a negative asymmetric effect does exist.