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

  • Authors:

  • Carlos Flavián;Miguel Guinalíu;Raquel Gurrea

  • Affiliations:

  • Facultad de Ciencias Económicas y Empresariales, University of Zaragoza, Gran Vía No. 2, Zaragoza 50005, Spain;Facultad de Ciencias Económicas y Empresariales, University of Zaragoza, Gran Vía No. 2, Zaragoza 50005, Spain;Facultad de Ciencias Económicas y Empresariales, University of Zaragoza, Gran Vía No. 2, Zaragoza 50005, Spain

  • Venue:
  • Information and Management
  • Year:
  • 2006

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Abstract

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.