Satisfaction with a Web-Site: Its Measurement, Factors and Correlates

The number of Internet users as well as the number of web sites on the Internet are rapidly rising. Users have numerous web sites to choose from while surfing the net, so the web sites are competing for the users’ attention and repeated visits. To achieve their goals whatever they may be the web sites must satisfy their visitors’ information and communication needs as much as possible within the given economic restrictions. We have developed an instrument to measure how satisfied visitors of a web site are with the site. The instrument has been used to evaluate sites and to explore factors and correlates of user satisfaction with a web site (USW). Since Spring 1997 it has been employed to evaluate over 20 web sites by over 1000 users.