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The purpose of this paper is to investigate how the individual and organizations best use Web 2.0 social networking technologies to improve its relationships with customers.

The theoretical background used in the paper was the familiarity-liking theory and prospect theory to understand the extent of user satisfaction with the services. Online survey from Second Life users was conducted to investigate customer satisfaction in Web 2.0 social networks and recent development on information technologies.

The findings suggested that IT development is the inseparable part of Web 2.0 and enables to understand customer satisfaction as well as their perception on online technology. Both customer satisfaction and IT development has positive influence on consumer's service enjoyment and experience.

The generalizability of the paper is limited. The survey data in this study have some common method bias. The possibility of the existence of the common method bias cannot be completely eliminated.

The paper provides the significance of customer satisfaction for organizations, researchers, managers, and policy makers. The paper provides validated measurements to facilitate evaluation of several major user satisfaction constructs.

The recent development of information and communication technology (ICT), especially the internet and its related technologies has become the main force of the development of online social network. The number of Web 2.0 users has been growing so rapidly that it has become an important channel for marketers to reach their customers.

Using the stimulus–organism–response (SOR) theoretical model, this empirical research aims to examine and validate how tourists’ interactions with 360-degree virtual reality (VR) videos incorporating Web navigability and visual interface design quality (stimulus) on travel websites can make tourists more engaged and then satisfied (organism), which could make them more likely to visit destinations and spread electronic word of mouth (e-WOM) (response).

Using the convenience sampling method, 975 responses were collected through a questionnaire. The data were analysed using Smart-PLS 4 software to investigate the hypothesised relationships.

The findings demonstrate that 360-degree VR videos significantly create Web user engagement, and Web user engagement is significantly associated with Web user satisfaction. The result shows that Web user engagement and satisfaction impact the intention to visit the tourist destination. Additionally, Web user satisfaction impacts e-WOM. Lastly, navigability and visual interface design quality are significantly moderated between 360-degree VR videos and Web user engagement.

This research only examined the tourists’ behavioural intentions with 360-degree VR videos during the pre-travel phase. In contrast, future research may investigate how tourists behave with VR during the on-site and post-travel phases.

Tourism marketers should not only adopt 360-degree VR but also integrate Web navigability and visual interface design to boost Web users’ engagement on tourism websites.

This study advances the study of VR from the tourists’ psychological perspective. Moreover, the SOR theory has been re-examined from the VR and technology tourism perspectives. It provides a general understanding of the behavioural aspects of tourists in developing countries.

利用刺激-有机体反应（SOR）理论模型, 本实证研究检验并验证了游客与旅游网站上结合了网络导航性和视觉界面设计质量（刺激）的360度虚拟现实(VR)视频的互动如何使游客更投入、更满意（有机体）, 这可能使他们更有可能访问目的地并传播电子口碑（响应）。

采用方便抽样法, 通过问卷调查收集了975份回复。使用Smart-PLS 4软件对数据进行分析, 以调查假设的关系。

研究结果表明, 360度虚拟现实(VR)视频显著提高了网络用户参与度, 网络用户参与与网络用户满意度显著相关。结果表明, 网络用户参与度和满意度对旅游目的地的访问意愿有影响。此外, 网络用户满意度也会影响电子口碑。最后, 在360度虚拟现实(VR)视频和网络用户参与度之间, 导航性和视觉界面设计质量显著适中。

这项研究只考察了游客在旅行前阶段使用360度虚拟现实(VR)视频的行为意图。相比之下, 未来的研究可能会调查游客在现场和旅行后阶段使用虚拟现实(VR)的行为。

旅游营销人员不仅应采用360度虚拟现实(VR), 还应将网络导航性和视觉界面设计相结合, 以提高网络用户对旅游网站的参与度。

本研究从游客的心理角度推进了虚拟现实(VR) 的研究。此外, 还从虚拟现实(VR)和科技旅游的角度重新审视了SOR 理论。它提供了对发展中国家游客行为方面的一般了解。

Utilizando el modelo teórico estímulo-organismo-respuesta (SOR), esta investigación empírica examinó y validó cómo las interacciones de los turistas con los vídeos de RV de 360 grados que incorporan la navegabilidad web y la calidad del diseño de la interfaz visual (estímulo) en los sitios web de viajes pueden hacer que los turistas se sientan más comprometidos y luego satisfechos (organismo), lo que podría hacerles más propensos a visitar los destinos y a difundir el e-WOM (respuesta).

Utilizando el método de muestreo por conveniencia, se recogieron 975 respuestas a través de un cuestionario. Los datos se analizaron mediante el software Smart-PLS 4 para investigar las relaciones hipotetizadas.

Los resultados demuestran que los vídeos de RV de 360 grados generan un compromiso significativo de los usuarios de la web y que el compromiso de los usuarios de la web se asocia significativamente con su satisfacción. El resultado muestra que el compromiso y la satisfacción del usuario web repercuten en la intención de visitar el destino turístico. Además, la satisfacción del usuario web influye en el e-WOM. Por último, la navegabilidad y la calidad del diseño de la interfaz visual son significativamente moderadas entre los vídeos de RV de 360 grados y el compromiso del usuario web.

Esta investigación sólo examinó las intenciones de comportamiento de los turistas con los vídeos de RV de 360 grados durante la fase previa al viaje. En cambio, en futuras investigaciones se podría estudiar cómo se comportan los turistas con la RV durante las fases in situ y posterior al viaje.

Los profesionales del marketing turístico no sólo deberían adoptar la RV de 360 grados, sino también integrar la navegabilidad web y el diseño de la interfaz visual para potenciar el compromiso de los internautas en los sitios web turísticos.

Este estudio avanza en el estudio de la RV desde la perspectiva psicológica del turista. Además, se ha reexaminado la teoría S-O-R desde las perspectivas de la RV y el turismo tecnológico. Proporciona una comprensión general del aspecto conductual de los turistas en los países en desarrollo.

Universities across the globe are spending an increasing amount of their budgets to offer web-based services to cater information need especially off-campus students. However, the success of web-based services depends on how well the target users are satisfied with the use of the web services. The purpose of this paper is to assess students’ satisfaction with the use of the Allama Iqbal Open University (AIOU) web-based services.

Pilot tested questionnaire-based survey was administered to collect data from a sample of 388; selected through systematic sampling technique from the study’s population consisted of master level students belonged to 11 different academic departments of the Faculty of Social Science and Humanities at the AIOU from all over Pakistan.

Based on 318 useful questionnaires, response rate 82 percent, the results show that majority of the students were satisfied with the use of at the AIOU web-based services except for online mailing books tracking system, library web OPAC and web radio service. However, t-test analysis shows that no difference was found in the opinion of male and female respondents in terms of their satisfaction with the use of the web services. ANOVA results indicate that there was no significant difference depicted in satisfaction with the use of the web services among the respondents enrolled in different disciplines of the faculty. Similarly, no significant difference was found among different age groups. Moreover, the respondents belonging to all five provinces; Punjab, Khyber Pakhtunkhwa, Sindh, Baluchistan, Gilgit Baltistan, and Federal Capital territory showed the same level of satisfaction with the use of the services. The results of regression analysis (R²=0.226) denote that both perceived usefulness and perceived ease of use significantly predicted, 22.6 percent, in students’ satisfaction with the use the web services.

The study provides valuable recommendations which may be helpful for web administration of the university to improve AIOU web-based services.

To the best knowledge, this is the first study conducted to investigate the satisfaction with the use of the university web-based services in distance education’s perspective of Pakistan.

The objectives of this article are to develop a multiple‐item scale for measuring e‐service quality and to study the influence of perceived quality on consumer satisfaction levels and the level of web site loyalty.

First, there is an explanation of the main attributes of the concepts examined, with special attention being paid to the multi‐dimensional nature of the variables and the relationships between them. This is followed by an examination of the validation processes of the measuring instruments.

The validation process of scales suggested that perceived quality is a multidimensional construct: web design, customer service, assurance and order management; that perceived quality influences on satisfaction; and that satisfaction influences on consumer loyalty. Moreover, no differences in these conclusions were observed if the total sample is divided between buyers and information searchers.

First, the need to develop user‐friendly web sites which ease consumer purchasing and searching, thus creating a suitable framework for the generation of higher satisfaction and loyalty levels. Second, the web site manager should enhance service loyalty, customer sensitivity, personalised service and a quick response to complaints. Third, the web site should uphold sufficient security levels in communications and meet data protection requirements regarding the privacy. Lastly, the need for correct product delivery and product manipulation or service is recommended.

Most relevant studies about perceived quality in the internet have focused on web design aspects. Moreover, the existing literature regarding internet consumer behaviour has not fully analysed profits generated by higher perceived quality in terms of user satisfaction and loyalty.

The objective of this paper is to examine online brand relationships, and the linkage between satisfaction, trust, and loyalty on the web site level. The web site is considered to be an extension of the parent brand. It also seeks to explore the effects of offline experiences on web site‐level experiences.

Hierarchical regression analysis is applied in order to test the hypotheses. The data are based on an online survey (n=867) conducted on a Finnish consumer‐magazine web site.

The research findings support the results of earlier studies suggesting that satisfaction and trust on the web site level are determinants of web site loyalty. However, they also show that brand‐level experiences affect online satisfaction, trust, and loyalty differently, depending on the consumers' relationship with the brand. Interestingly, in this case the length of user history and registration on the web site had a negative effect on web site trust. Two of the reasons behind this type of result are believed to be the prevalent culture in web site discussion forums and the degree of fit between the parent brand and the brand extension.

The paper synthesises the literature on online and offline brand relationships and brand extension. The results of the study, which was based on a large‐scale survey, give researchers and practising managers alike valuable information on how parent‐brand experiences relate to the attitudes and commitment of customers to online brand extensions. The context of the study, i.e. the magazine publishing industry, has attracted less research attention, even though several publishers have extended their brands online.

The purpose of this paper is to compare the web‐based tax filing systems of Turkey and South Korea. The comparison is based on user satisfaction which has parameters such as ease of work, adequacy of the amount of information, display speed, convenience to life, job productivity, and help service.

The tax filing systems are presented along with a background of such systems and their usability parameters. The survey instrument that has been prepared for gauging user satisfaction was applied to the users in both countries. The statistical analyses of the results are performed through t‐test and stepwise regression.

The study shows that users in the two countries felt differently in such factors as ease of work, adequacy of the amount of information, display speed, convenience to life, job productivity, and help service. Although Turkey has a complex tax system Turkish users did not find the tax filing system difficult to use and that may be attributable to the fact that they are accounting professionals who frequently use the system.

Electronic tax filing is an important e‐government application that has become increasingly common all over the world. Beyond the usual benefits of e‐government such as reducing transaction costs and providing convenience, electronic tax filing systems are particularly useful for governments to avoid tax evasion and errors. Although, by definition, web‐based tax filing systems of different countries have to be different, universal design parameters of each system and the resulting user satisfaction levels may provide guidelines for new systems.

Unlike other types of information systems, which have been comparatively analyzed in the context of more than one country, this is not applicable to e‐government systems. To the authors' knowledge the present article is the first attempt to compare and analyze two countries' different e‐government systems.

The purpose of this paper is to improve and facilitate the work of developers and usability evaluators by providing an adaptable and effective support. A well-defined set of criteria and a range of evaluation values for each criterion as well as a complete websites classification, will guide evaluators. A usability percentage and a list of prioritized criteria, adapted to the type of website by a new usability metric, will help developers to improve the website. This improvement will increase the degree of web user satisfaction.

Having established and validated a new usability evaluation framework, several usability tools have been analyzed. None of them totally fulfills the requirements of the evaluation framework. As a result of being unable to customize any of them, a new one has been developed. A study of 42 enterprise websites in an economically depressed region of Europe was performed using the new tool. This study involved 42 evaluators and 118 web users. Users have evaluated the websites before and after the redesign. A end-user computing satisfaction model-based questionary was used to collect data about end-user satisfaction. The results validate the proposal.

The study confirms that the proposed tool provides valuable information during the process of web development, evaluation and redesign. In adittion, it reveals that improving websites usability by ensuring criteria compliance has a positive effect on web users satisfaction.

Unlike previous purposes, the proposed tool allows to evaluate any type of website with a well-defined set of evaluation criteria and specific criteria values. As outcomes, the tool provides the website usability degree and a list of criteria ordered by priority repair. These results are adapted to the specific type of website. This makes easier and more effective the redesign of the evaluated website.

The purpose of this paper is to present a multi‐faceted summary and classification of the existing literature in the field of quality of service for e‐government and outline the main components of a quality model for e‐government services.

Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerning public sector services, e‐services in general and more specifically e‐government services. Based on the dimensions measured by each approach the paper classifies the approaches and concludes on the basic factors needed for the development of a complete quality model of e‐government services.

Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e‐services' quality. The classification forms the basis for answering questions that must be addressed by the quality model, such as: What to assess?; Who will perform the assessment? and How the assessment will be done?

This model can be used by the management of public organizations in order to measure and monitor the quality of e‐services delivered to citizens.

The results of the work presented in this paper form the basis for the development of a quality model for e‐government services.

The purpose of this paper is to examine the determinants of user satisfaction in the context of academic web digital library (DL). A model based on the re-specified information system success model was developed and tested using the structural equation modeling (SEM) technique.

The study employed survey research methodology with self-administered questionnaire as the research instrument. The questionnaire was developed based on the instruments used by previous researchers. The population of the study was students enrolled for the bachelor’s degree in the Faculty of Information Management, Universiti Teknologi MARA, Malaysia. These students were chosen because of researcher’s easy access to the sampling frame. Descriptive analysis and inferential analysis which include SEM were executed using IBM SPSS and AMOS statistical software.

The findings indicate that information quality, systems quality, service quality, perceived usefulness, perceived ease of use and cognitive absorption are significant predictor of users’ satisfaction with the web DL.

Instead of collecting data from students from various faculties, this study only covered students enrolled in one faculty. In the same light, as the respondents were from one faculty, they only report their experience of using one DL. Given these limitations, the results obtained are narrowed in terms of generalizability. The second limitation of the study is related to the predictor variables which only focussed on six variables only.

From the practical viewpoint, the instrument that has been developed can be used as a diagnostic tool for continuous improvements of the DL.

From the theoretical viewpoint, the study has developed an empirical based framework that depicts critical factors influencing DL satisfaction. Researchers specializing on the assessment of DL effectiveness can consider adopting the framework for future studies. Alternatively, the framework can be further extended by integrating other variables such as users’ characteristics or organizational characteristics.

The purpose of this paper is to better understand the relationship between web site design characteristics and revisit intention by examining the roles of satisfaction and consumer motives, thus providing managers with strategies that they can adopt to secure revisiting consumers at their web sites.

This paper uses survey method to collect data from 238 respondents and mediation hypotheses are tested with structural equation modelling using LISREL.

The results indicate that for goal‐directed consumers web site content and customization play a more significant role in influencing their satisfaction and revisit intentions than convenience. However, for experiential consumers, content and convenience play a more significant role in satisfaction and revisit intentions than customization options at a web site.

One type of online business is used as a stimulus in this study. Future studies may include different types of web sites. Also, researchers in the future may use actual behavior, instead of intention, to increase the validity of the results.

This paper suggests that marketers interested in revisiting consumers should focus on web site characteristics that lead to satisfaction during their web visit. Also, marketers need to pay attention to the consumer motives at the web site, so that the web site characteristics can be tailored to the motives and would ultimately lead to positive consumer outcomes.

This is the first paper that investigates the moderating effect of consumer motives and mediating effect of web site satisfaction on web site characteristics and revisit intention relationship.