Measuring User Satisfaction through Website Evaluation Framework

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.