The conceptualization and empirical validation of web site user satisfaction

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.