Web Site Interaction Satisfaction: Scale Development Considerations

This study develops and validates a multi-item scale that assesses Web site interaction satisfaction. The study draws upon the marketing literature on satisfaction and service quality and upon the information systems (IS) literature on user information satisfaction to create a new universal measure of Web site interactivity. The scale identifies users' expectations for excellent Web sites and advances an evaluation measure that can be used by Web site managers to administer to actual and prospective consumers and Web site users in general.