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CONCLUSION

Satisfaction with e-mail systems is an important topic because of the significant role that e-mail plays in communication and e-collaboration. Our study employs the ACSI customer satisfaction model to offer insights into the antecedents and consequences of user satisfaction with e-mail systems.

We find evidence that perceived quality is a determinant of user satisfaction. In turn, user satisfaction is positively related to user loyalty, and negatively associated with user complaints. Our findings generally support the ACSI model of customer satisfaction. Surprisingly, unsolicited e-mail was not a statistically significant determinant of user satisfaction, which was an unanticipated finding based upon the literature discussing the potential effect of spam on e-mail users. Additionally, user complaints did not appear to have an effect on user loyalty, as some of the literature on customer loyalty might suggest. The findings of this chapter may be of value not only to e-mail users and e-mail providers, but also to researchers interested in other e-collaborative technologies.


  

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