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General Information
    • ISSN: 2382-6185
    • Abbreviated Title: Int. J. Knowl. Eng.
    • Frequency: Semiyearly
    • DOI: 10.18178/IJKE
    • Editor-in-Chief: Prof. Chen-Huei Chou
    • Executive Editor: Ms. Nina Lee
    • Indexed by: Google Scholar, Crossref, ProQuest
    • E-mail: ijke@ejournal.net
Prof. Chen-Huei Chou
College of Charleston, SC, USA
It is my honor to be the editor-in-chief of IJKE. I will do my best to help develop this journal better.
IJKE 2015 Vol.1(2): 125-128 ISSN: 2382-6185
DOI: 10.7763/IJKE.2015.V1.21

Measuring User Satisfaction through Website Evaluation Framework

Umair Tahir and Arif Mushtaq
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).


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.

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