A Theoretical Model and Empirical Results Linking Website Interactivity and Usability Satisfaction

Lowry, Paul Benjamin; Spaulding, Trent J.; Wells, Taylor; Moody, Gregory D.; Moffit, Kevin; Madariaga, Sebastian

doi:10.1109/hicss.2006.33

Cited by 32 publications

(20 citation statements)

References 21 publications

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“…through e-mail, chat, Tweet, or texting to customer service, etc.). The system interactivity perspective is more concerned with the ability of the user to select content and guide the interaction (Lowry et al, 2006). User control is manifested when individuals are granted the opportunity to select the content and influence the communication.…”

Section: Website Interactivitymentioning

confidence: 99%

Online branding: Development of hotel branding through interactivity theory

et al. 2016

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Section: Website Interactivitymentioning

confidence: 99%

Online branding: Development of hotel branding through interactivity theory

et al. 2016

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“…The degree to which this is achieved when interaction is mediated shapes the sales effectiveness of the products on offer and the mechanisms that need to be in place for instances when the technology fails to deliver the intended message. With this in mind, this study has analysed communication, which touches upon the broader dimension of interactivity (as introduced in Section 1) and in so doing adds to the debate in the literature, cited by Lowry et al (2006), around the link between interactivity and usability. For instance, the findings of this study uncovered content type usability issues (e.g., information issues, such as 'overloading').…”

Section: Discussionmentioning

confidence: 99%

Evaluating the effectiveness of customers’ communication experiences with online retailers – A study of e-mortgages

Coughlan

Macredie

Patel

2007

Interacting with Computers

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Retailers increasingly use the Internet for supporting customer interaction in the delivery of products and services online, whilst simultaneously displacing direct communication to a seller with 'faceless' technology. Research has tended to marginalise the importance of this communication change, possibly because of the lack of appropriate models for evaluating communication effectiveness. This paper therefore seeks to develop and apply such an evaluative model, which is underpinned by communication theory. The context of application is e-mortgage lending -based on the selection of two banks' interfaces -as evidence suggests that this type of e-commerce activity presents difficulties in electronic communication where, for example, the customer need for face-to-face mortgage advice prevails. Findings from the model's application reveal that whilst users respond socially to the interfaces, a number of communication problems can be identified by theme. Reflection is provided on the model's usefulness for evaluating the effectiveness of customers' online communication experiences.

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“…When considering online banking websites to enhance user experience further and to attract more customers it is necessary to understand the level of usability of the bank website. Past research confirms that website navigation issues, security fears and ambiguity in content are the major concerns that user face [2][3][4][5][6]. According to the study it demonstrates that ultimate result of a bad user experience is 50% of customers registered for online banking disregarding the use of the website [2].…”

Section: …………………………………………………………………………………………………… Introduction:-mentioning

confidence: 90%