Website satisfaction dimensions:factors between satisfaction and dissatisfaction

摘要

According to the two-factor theory, satisfaction and dissatisfaction are different concepts. This study examines the influence of perceived ease of use (PEOU) as a context factor and perceived usefulness (PU) and perceived enjoyment (PEN) as content factors to further the influence on satisfaction, and dissatisfaction. The current study uses descriptive statistics, t-test, multiple regression analysis, ANOVA, and SEM. The study recruited 660 participants, of which 336 (50.90 percent) were males. The results not only confirm the two-factor theory but also indicate some interesting findings. The context factor not only impacted on dissatisfaction but also indirectly impacted the relationship between content factor and satisfaction. In a website which is not easy for using, the poor design would arouse the dissatisfaction of users. Users who accessed Facebook for communication seemed to ask for a website with higher usefulness, but users with playing purposes would try to explore it in an acceptable situation with lower perceived PEOU.