The Effects of Website Quality Perception on Users' Responses - A Multidisciplinary Approach
نویسندگان
چکیده
The quality of an organizational website can be a competitive advantage in an increasingly fierce online environment. This article identifies decisive factors of website quality and assesses their effects on user satisfaction. While past website-quality research focuses on the perspectives of web developers and designers, our study targets web users and integrates perspectives of information systems (IS), marketing and environmental psychology. Based on a conceptual framework, we develop and test a structural model of website quality perception with data collected from 1,485 users of an organizational website. Findings suggest that both functional and hedonic aspects impact users’ affective and cognitive responses towards a website. Specifically, functional aspects (i.e., content and technical quality) show significant effects on both users’ involvement and attitude towards the website. Hedonic aspects (i.e., design and usability) only affect users’ attitude towards the website, but show higher total effects on user satisfaction than functional aspects.
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