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Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk

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  • Belanche, Daniel
  • Casaló, Luis V.
  • Guinalíu, Miguel

Abstract

This paper analyzes the influence of website usability on both consumers' satisfaction and intention to use a website, as well as the impact of satisfaction on usage intentions. Additionally, we study the moderating effect that consumer risk perceptions may have on the influence of website usability. Results show that website usability affects satisfaction which in turn affects intention to use. Contrary to expected, usability does not directly affect intention to use but has an indirect effect through consumer satisfaction. Finally, the usability effect on consumer satisfaction is moderated by perceived risk.

Suggested Citation

  • Belanche, Daniel & Casaló, Luis V. & Guinalíu, Miguel, 2012. "Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 124-132.
    • Handle: RePEc:eee:joreco:v:19:y:2012:i:1:p:124-132
    DOI: 10.1016/j.jretconser.2011.11.001
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    References listed on IDEAS

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