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The conceptualization and empirical validation of web site user satisfaction

Authors
Publisher
Elsevier B.V.
Publication Date
Volume
41
Issue
5
Identifiers
DOI: 10.1016/s0378-7206(03)00089-2
Keywords
  • User Satisfaction
  • Web Design
  • Scale Development
Disciplines
  • Design

Abstract

Abstract 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.

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