The role played by perceived usability, satisfaction and consumer trust on website loyalty

We performed a study to determine the influence that perceived usability has on the user's loyalty to websites that they visit. The results of the empirical analysis confirmed that the trust of the user increases when the user perceived that the system was usable and that there was a consequent...

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Veröffentlicht in:	Information & management 2006, Vol.43 (1), p.1-14
Hauptverfasser:	Flavián, Carlos, Guinalíu, Miguel, Gurrea, Raquel
Format:	Artikel
Sprache:	eng
Schlagworte:	Consumer behavior Customer satisfaction Exact sciences and technology Information and communication sciences Information science. Documentation Library and information science. General aspects Loyalty Satisfaction Sciences and techniques of general use Studies Trust Usability Use and user studies. Information needs Websites
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Zusammenfassung:	We performed a study to determine the influence that perceived usability has on the user's loyalty to websites that they visit. The results of the empirical analysis confirmed that the trust of the user increases when the user perceived that the system was usable and that there was a consequent increase in the degree of website loyalty. In the same way, greater usability was found to have a positive influence on user satisfaction, and this also generated greater website loyalty. Finally, it was found that user trust was partially dependent on the degree of consumer website satisfaction.
ISSN:	0378-7206 1872-7530
DOI:	10.1016/j.im.2005.01.002