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Tertiary students were selected because they are active internet users who frequently use the internet to search for information.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>Internet experience affects process quality, but it has no direct relation to outcome quality or customer satisfaction. Process quality determines customer satisfaction toward health information available on the internet and influences the outcome quality; however, the outcome quality is not related to customer satisfaction. The decision to reuse health information found on the internet is influenced by both customer satisfaction and post\u2010use expectations. The customers' post\u2010use expectations are primarily influenced by customer satisfaction.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>For a successful internet business, internet marketers should recognise that service quality includes both process quality and outcome quality and plan new campaigns that take this factor into consideration. Tracking post\u2010use expectations can help predict, with reasonable accuracy, the relationship between customer satisfaction and retention of health information found on the internet.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This study provides a better understanding about the users of health information found on the internet in China by taking into account the above\u2010mentioned factors: internet experience, post\u2010use expectation, process quality, and outcome quality.<\/jats:p><\/jats:sec>","DOI":"10.1108\/14684521011099388","type":"journal-article","created":{"date-parts":[[2010,11,27]],"date-time":"2010-11-27T07:05:36Z","timestamp":1290841536000},"page":"875-891","source":"Crossref","is-referenced-by-count":9,"title":["Understanding the consistent use of internet health information"],"prefix":"10.1108","volume":"34","author":[{"given":"Kyoung\u2010Hwan","family":"Kim","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022021919511278800_b1","doi-asserted-by":"crossref","unstructured":"Baker, C., Singer, J.H. and Bundorf, K. 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