Measuring User Satisfaction through Website Evaluation Framework
Umair Tahir, Arif Mushtaq
Journal of Information & Systems Management, Vol. 4, No. 2, 2014.
DOI: 
Link: http://www.dline.info/jism/fulltext/v4n2/4.pdf
Abstract:
Designing usable websites has become more important for usability experts due to the immense growth of an online community. Particularly, reaching potential customers and retaining them for a longer period of time is one of the major challenges for website owners and designers. Likewise, when a customer is adequately satisfied with his website interaction, the likelihood his retention becomes higher too. Customer satisfaction is therefore one of the criterions for measuring 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 performance of a website, (1) Service Performance, (2) Technique Performance, and (3) Special Service to Disabled People. The Service Performance aspect of 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 we have seen that these metrics are useful as an improvement factor for the website to make the design process iterative. In this paper, we highlighted those metrics of customer satisfaction and we are presenting them as a model extension.