Abstract

PINHO, Isabel; REGO, Arménio  and  KASTENHOLZ, Elisabeth. Factores satisfacientes e insatisfacientes dos utilizadores de websites: Um estudo de caso. Tékhne [online]. 2008, n.10, pp.51-71. ISSN 1645-9911.

The study aims to identify satisfiers and dissatisfiers factors of website customers such as perceived by the members of a Portuguese University. It is inspired in the Herzberg’s classic bifactorial model of motivation, which was transposed by Zhang and von Dran (2000) to the analysis of (dis)satisfaction with websites. A sample comprising 252 individuals was collected. Results suggest that, though some factors induce both satisfaction and dissatisfaction, some are clearly satisfiers, whereas others are dissatisfiers. The empirical evidence suggests that website builders must not only avoid dissatisfying factors, nor mainly focus on those aspects leading to satisfaction, but rather act on both factors. 

Keywords : Internet; bifatorial model of satisfaction; users’ satisfaction; websites quality.

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