Abstract—Designing usable websites has become more
important for usability experts due to the immense growth of the
online community. Particularly, reaching the potential
customers and retaining them for a longer period of time is one
of the major challenges for website owners and web designers.
Likewise, when a customer is adequately satisfied with his/her
website interaction, the likelihood of his/her retention becomes
higher too. Customer satisfaction is therefore one major
criterion to measure the performance of a website. Researchers
have given models to evaluate the overall performance of
websites and one such evaluation framework is by Shanshan Qi.
The said model has three aspects to evaluate the performance of
a website: 1) Service Performance, 2) Technique Performance,
and 3) Special Service to Disabled People. The Service
Performance aspect of the model emphasizes on the parameters
of customization, responsiveness, customer satisfaction, trust,
and security. However, customer satisfaction can be measured
with the help of certain metrics. And, these metrics are useful as
an improvement factor for the website while making the design
process iterative. In this paper, we have highlighted those
metrics of customer satisfaction and we are presenting them as a
model extension.
Index Terms—Website usability, website evaluation
framework, measuring customer satisfaction.
The authors are with the Department of Graduate Studies and Applied
Sciences, Islamabad, Pakistan (email: writetoumair@hotmail.com,
mushtaq_arif@bahria.edu.pk).
[PDF]
Cite: Umair Tahir and Arif Mushtaq, "Measuring User Satisfaction through Website Evaluation Framework," International Journal of Knowledge Engineering vol. 1, no. 2, pp. 125-128, 2015.
