The conceptualization and empirical validation of web site user satisfaction
Muylle, Steve Moenaert, Rudy Despontin, Marc
Muylle, Steve
Moenaert, Rudy
Despontin, Marc
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Publication Type
Journal article with impact factor
Editor
Supervisor
Publication Year
2004-05
Journal
Information & Management
Book
Publication Volume
41
Publication Issue
5
Publication Begin page
543
Publication End page
560
Publication Number of pages
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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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Keywords
35 Commerce, Management, Tourism and Services, 3503 Business Systems In Context, 3506 Marketing, 46 Information and Computing Sciences, 4609 Information Systems