Satisfier and dissatisfier factors of websites users: an exploratory study

Authors:
Isabel Pinho;Arménio Rego;Elisabeth Kastenholz
Affiliations:
University of Aveiro;University of Aveiro;University of Aveiro
Venue:
EATIS '07 Proceedings of the 2007 Euro American conference on Telematics and information systems
Year:
2007

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Abstract

This exploratory study aims at identifying satisfier and dissatisfier factors of website clients. Herzberg's classic bifactorial model of motivation, which has been transposed by Zhang and von Dran [1] to the analysis of (dis)satisfaction with websites, served as inspiration to the present study. A survey was applied to a sample of 252 individuals, who evaluated two websites. Results suggest that, even though some factors induce both satisfaction and dissatisfaction, some are clearly satisfiers, whereas others are dissatisfiers. The empirical evidence suggests that website constructors should not only avoid dissatisfier factors, or mainly satisfiers, but rather act in both fields.