The conceptualization and empirical validation of web site user satisfaction

被引:181
作者
Muylle, S
Moenaert, R
Despontin, M
机构
[1] Vlerick Leuven Gent Management Sch, B-9000 Ghent, Belgium
[2] Tilburg Univ, Tias Business Sch, NL-5000 LE Tilburg, Netherlands
[3] Free Univ Brussels, Brussels, Belgium
基金
美国国家科学基金会;
关键词
user satisfaction; web design; scale development;
D O I
10.1016/S0378-7206(03)00089-2
中图分类号
TP [自动化技术、计算机技术];
学科分类号
0812 ;
摘要
This article addresses the concern for effective web site design by means of the conceptualization and empirical validation of a web site user satisfaction construct. Based on IS success theory. hypermedia design theory, a qualitative exploratory pilot study. and a quantitative online critical incident technique, we introduce and define the construct of web site user satisfaction, explore its dimensionality. provide empirical validation of the construct and its underlying dimensionality, develop a standardized instrument with desirable psychometric properties for measuring WUS, and explore the measure's theoretical and practical application. (C) 2003 Elsevier B.V All rights reserved.
引用
收藏
页码:543 / 560
页数:18
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