Kim, SungsooKang, Dr. BomiThapa, Dr. Brijesh2024-04-262024-04-262007https://hdl.handle.net/20.500.14394/48060previously providedThis study examined the nature of the relationships between customer e-service attributes and overall satisfaction. In particular, gap scores versus satisfaction-only measures were utilized to determine better predictor of overall satisfaction. Results identified that satisfaction-only measures explained significantly larger proportions of the variance in overall satisfaction (62.1% vs. 48.2%). Furthermore, satisfaction-only measures were significantly better indicators on overall satisfaction using Fisher’s Zscore.article