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ABSTRACT
Overall customer satisfaction with websites has been linked with many positive customer behaviors and attitudes. In the highly competitive e-markets, website designers are consistently searching for new ways to gain an edge. Customer information satisfaction (CIS) studies have demonstrated the positive impact that information content has on customer’s overall satisfaction. Additionally, content preparation (CP) studies have focused on developing models and content factor structures to illustrate customer information needs. Reviewing the literature, there is a lack of research in these areas that focus on U.S. Internet users and online customers. In addition, guidelines and tools are needed to support designers. Thus, the objectives of this study are to (1) empirically evaluate a theoretical CP model; (2) derive a content factor structure; and (3) interpret results as design guidelines for online CIS. Over 300 U.S. internet users and online customers completed a survey. From an exploratory factor analysis, six factors—general product description, product quality, product appearance, member transactions, customer service, and company—explaining 71% of the total variance resulted. This study illustrates a baseline of information needs for internet users and online U.S. customers helpful for researchers and designers.
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Notes on contributors
April Savoy
April Savoy is Director and Assistant Professor of Informatics at Indiana University’s East campus. With a joint appointment at the Richard L. Roudebush Veterans Affairs Medical Center, she directs the Human–Computer Interaction and Simulation Lab and is a Health Services Researcher. Her research emphasizes user-centered designs for information management systems in ecommerce, education, and healthcare.
Gavriel Salvendy
Gavriel Salvendy is Professor Emeritus, School of Industrial Engineering Purdue University and professor emeritus and former head, department of Industrial Engineering at Tsinghua University, China. He is the CAE Link Pink Professor of Engineering and Computer Science at the University of Central Florida.