Research Focuses and Frontiers of Consumer Satisfaction of Electronic Commerce: Based on Knowledge Map

Abstract

Aiming to understand the field of customer satisfaction under the electronic commerce context in recent years, a sample of 565 papers on e-commerce customer satisfaction included in Web of Science ( SCIE, SSCI, A＆HCI) published during 1993-2013 were analyzed with CiteSpaceⅡsoftware to reveal the research focuses and frontiers of the field. The results show that the theories of expectancy-disconfirmation, planned behavior, and Technology Acceptance Model are the basic theoretical foundation; structural equation modeling is the primary empirical research method; the research focuses would include model, service quality, perceived value, trust and loyalty; the frontiers and trends would be intelligent technology supporting system, service failure recovery, customer feedback utility, service quality and customer loyalty across e-commerce service and production transaction etc