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Satisfiers and dissatisfiers: A two‐factor model for website design and evaluation

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  • Ping Zhang
  • Gisela M. von Dran

Abstract

Proliferating Web‐user interface studies prompt a need for theoretical approaches. This study presents a two‐factor model that can guide Website design and evaluation. According to the model, there are two types of Website design factors: hygiene and motivator. Hygiene factors are those whose presence make a Website functional and serviceable, and whose absence causes user dissatisfaction (thus dissatisfiers). Motivator factors, on the other hand, are those that add value to the Website by contributing to user satisfaction (thus satisfiers). An empirical study is conducted in two phases. In Phase I, 44 core features and 12 categories of features were identified by a total of 76 subjects as Web design factors. In Phase II, 79 different subjects distinguished hygiene and motivator factors in the context of a particular Website (CNN.com). The results showed that the two‐factor model provides a means for Web‐user interface studies. In addition, Subjects in Phase II commented that, as time passes or familiarity increases with certain design factors, their identification of what are hygiene and motivator factors might change, promoting further investigation and possible expansion of the model. Suggestions for Website designs and evaluation, and further research directions are provided.

Suggested Citation

  • Ping Zhang & Gisela M. von Dran, 2000. "Satisfiers and dissatisfiers: A two‐factor model for website design and evaluation," Journal of the American Society for Information Science, Association for Information Science & Technology, vol. 51(14), pages 1253-1268.
    • Handle: RePEc:bla:jamest:v:51:y:2000:i:14:p:1253-1268
    DOI: 10.1002/1097-4571(2000)9999:99993.0.CO;2-O
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    Cited by:

    1. Asikin-Garmager, Asih & Dowd, Patrick & George, Salim & Afifi, Rima A., 2022. "Integrating user experience evaluation in the development of a web-based Community Engagement Toolkit," Evaluation and Program Planning, Elsevier, vol. 91(C).
    2. Maksym Koghut & Omar AI-Tabbaa, 2021. "Exploring Consumers’ Discontinuance Intention of Remote Mobile Payments during Post-Adoption Usage: An Empirical Study," Administrative Sciences, MDPI, vol. 11(1), pages 1-33, February.
    3. Arnold Ojugo & D. O. Otakore, 2017. "Redesigning Academic Website for Better Visibility and Footprint: A Case of the Federal University of Petroleum Resources Effurun Website," Network and Communication Technologies, Canadian Center of Science and Education, vol. 3(1), pages 1-33, December.
    4. Heinze, Nathan & Hu, Qing, 2006. "The evolution of corporate web presence: A longitudinal study of large American companies," International Journal of Information Management, Elsevier, vol. 26(4), pages 313-325.
    5. Swati Singh & Sapna Rakesh, 2012. "Consumer Perception towards Loyalty Card Programs - A Study of Indian Consumers," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 3(2), pages 58-62, May.
    6. Lim, Xin-Jean & Cheah, Jun-Hwa & Ng, Siew Imm & Basha, Norazlyn Kamal & Soutar, Geoff, 2021. "The effects of anthropomorphism presence and the marketing mix have on retail app continuance use intention," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    7. Bilegjargal Ganbold & Kyungbo Park & Jongyi Hong, 2022. "Study of Educational Service Quality in Mongolian Universities," Sustainability, MDPI, vol. 15(1), pages 1-27, December.
    8. Anil Kumar Thekkat & S. Victor Anandkumar, 2021. "Luxury Shopping Websites: The Impact of ‘Hygiene’ Design Factors on Trust and Distrust," FIIB Business Review, , vol. 10(3), pages 290-299, September.
    9. Geetu Tuteja & Shashank Gupta & Vaishali Garg, 2016. "Consumer Trust in Internet Shopping," Paradigm, , vol. 20(2), pages 191-215, December.
    10. Xuhong Ye & Xixian Peng & Xinwei Wang & Hock-Hai Teo, 2020. "Developing and Testing a Theoretical Path Model of Web Page Impression Formation and Its Consequence," Information Systems Research, INFORMS, vol. 31(3), pages 929-949, September.
    11. Anne-Madeleine Kranzbühler & Mirella H. P. Kleijnen & Peeter W. J. Verlegh, 2019. "Outsourcing the pain, keeping the pleasure: effects of outsourced touchpoints in the customer journey," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 308-327, March.
    12. Gabor Aranyi & Paul Schaik, 2015. "Modeling user experience with news websites," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 66(12), pages 2471-2493, December.
    13. V.V. Devi Prasad Kotni, 2017. "Paradigm Shift from Attracting Footfalls for Retail Store to Getting Hits for E-stores: An Evaluation of Decision-making Attributes in E-tailing," Global Business Review, International Management Institute, vol. 18(5), pages 1215-1237, October.
    14. Lo, Louis Yi-Shih & Lin, Sheng-Wei & Hsu, Li-Yi, 2016. "Motivation for online impulse buying: A two-factor theory perspective," International Journal of Information Management, Elsevier, vol. 36(5), pages 759-772.
    15. Harman Preet Singh & Ibrahim Abdullah Alhamad, 2022. "A Novel Categorization of Key Predictive Factors Impacting Hotels’ Online Ratings: A Case of Makkah," Sustainability, MDPI, vol. 14(24), pages 1-25, December.

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