在顧客滿意度模型的成功經驗後，如何將其修改使之符合線上環境便是一個重要的議題。因此，本研究有以下的研究成果：（1）本研究整合顧客滿意度模型、科技接受模型和線上服務品質發展出線上顧客滿意度模型，並以臺灣最大的電子零售業PChome線上購物來檢視本模型之可行性。（2）雖然有些人認為價格才是網際網路下唯一的競爭優勢來源，也有些人認為有用性才是最重要的（如：多樣性的產品、較低的價格與隨時可購物的好處）。但研究發現影響線上消費者忠誠度的主要因子是顧客滿意度，而非有用性。（3）進一步從模型中發現，影響顧客滿意度最重要的因子為線上服務品質。透過本研究的策略管理矩陣圖，PChome線上購物可以針對較重要且表現不佳的因子加以改善（包括了「客服解決問題能力」、「出貨商品正確性」、「商品送貨速度」、「網頁美觀性」和「網頁專業性」），以提升服務品質。

The successful experience of the customer satisfaction index model has inspired the creation of online customer satisfaction model. Thus, the purposes of this study are as follows: (1) this study attempts to develop an e-CSI model for online businesses by integrating findings from the CSI model, the technology acceptance model, and e-service quality. And the setting for the study was PChome Online shopping mall. PChome Online is the largest online retailer in Taiwan. (2) Although price or usefulness was initially considered to be the key driver for the success of e-businesses, this study demonstrates that the key factor that leads to customer loyalty is customer satisfaction, not usefulness. (3) This study further showed that the key factor to determine customer satisfaction is e-service quality. The strategic management map suggests that PChome can effectively improve its e-service quality though the improvement of performance of customer service, correctness of order fulfillment, on-time delivery, attractiveness of the Web site, and professional appearance of the Web site.