Information quality of e-commerce websites has been considered as one of the most important factors which affect users’ trust and intention to purchase from the websites. There are two main objectives of this study. The first objective is to study how users’ (1) expectations and (2) satisfactions toward information quality of e-commerce websites change over time. The second objective is to compare users’ expectations and satisfactions toward information quality of e-commerce websites. The data were collected twice from Thai Internet users. The first data collection was in year 2011 with 365 usable responses and the second data collection was in year 2014 with 416 usable responses. T-tests and Paired-samples t-tests were applied to the collected data. The hypothesis testing results reveal that users’ expectations toward information quality of e-commerce websites have increased significantly from 2011 to 2014 in almost all attributes of information quality (except for ‘timeliness’ and ‘completeness’ qualities). Users’ satisfactions toward information quality of e-commerce websites have increased significantly in all attributes of information quality. Moreover, users’ expectations are significantly higher than satisfactions in all aspects of information quality toward e-commerce websites, in years 2011 and 2014.
Rattanawicha, Pimmanee and Tangmanee, Chatpong, "Information Quality of E-Commerce Websites: Changes of Expectation and Satisfaction Over Time" (2014). ICEB 2014 Proceedings (Taipei, Taiwan). 35.