A consumption system has two constitutive dimensions: the structural elements and the transaction process. Little attention has been paid to the effect of the consumption system on customer satisfaction and behavioral intentions during online shopping. This paper develops and tests a consumption system model for online shopping that incorporates both product and e-service elements, and the online and offline stages of the transaction process. Applying the transaction process of online shopping, this paper dichotomizes perceived product quality into online perceived product quality (OnPPQ) and offline perceived product quality (OffPPQ), and proposes four dimensions of e-service quality integral to the transaction process. An integrative model is proposed to link OnPPQ, OffPPQ, e-service quality, satisfaction and behavioral intentions. The research was based on empirical data from over 260 university students with experience purchasing apparel from online shops. Structural equation modelling was used to test the model and the hypotheses. The results show that perceived e-service quality, OnPPQ and OffPPQ significantly affect customer satisfaction. However, only customer satisfaction and OffPPQ have a direct effect on behavioral intention. A consumption system model successfully theorizes the dimensions of perceived product quality and e-service quality. The model considers the simultaneous effects of the two structural elements, product and e-service, as well as the temporal effect of the online shopping transaction process. Different structural elements in separate transaction processes have distinct effects on satisfaction and behavioral intentions. The research and its results are especially valuable for online shopping for physical goods.

中文翻译：

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整合质量，满意度和行为意图的消费系统模型

消费系统具有两个构成要素：结构要素和交易过程。很少有人关注消费系统对在线购物期间客户满意度和行为意图的影响。本文开发并测试了一个在线购物的消费系统模型，该模型结合了产品和电子服务元素以及交易过程的在线和离线阶段。应用在线购物交易过程，将感知产品质量分为在线感知产品质量（OnPPQ）和离线感知产品质量（OffPPQ），并提出了交易过程中不可或缺的四个维度的电子服务质量。提出了一个集成模型来链接OnPPQ，OffPPQ，电子服务质量，满意度和行为意图。这项研究基于来自260余名有从网上商店购买服装经验的大学生的经验数据。使用结构方程建模来测试模型和假设。结果表明，感知的电子服务质量，OnPPQ和OffPPQ显着影响客户满意度。但是，只有客户满意度和OffPPQ对行为意图有直接影响。消费系统模型成功地理论化了感知产品质量和电子服务质量的维度。该模型考虑了产品和电子服务这两个结构要素的同时影响，以及在线购物交易过程的时间影响。在单独的交易过程中，不同的结构要素对满意度和行为意图有不同的影响。