Call for Paper - November 2022 Edition
IJCA solicits original research papers for the November 2022 Edition. Last date of manuscript submission is October 20, 2022. Read More

Satisfaction, Perceived Usability and Trust Impact on Website Trustworthiness

International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Year of Publication: 2019
Rakesh Kumar, Afshan Ejaz, Syed Asim Ali

Rakesh Kumar, Afshan Ejaz and Syed Asim Ali. Satisfaction, Perceived Usability and Trust Impact on Website Trustworthiness. International Journal of Computer Applications 178(23):50-57, June 2019. BibTeX

	author = {Rakesh Kumar and Afshan Ejaz and Syed Asim Ali},
	title = {Satisfaction, Perceived Usability and Trust Impact on Website Trustworthiness},
	journal = {International Journal of Computer Applications},
	issue_date = {June 2019},
	volume = {178},
	number = {23},
	month = {Jun},
	year = {2019},
	issn = {0975-8887},
	pages = {50-57},
	numpages = {8},
	url = {},
	doi = {10.5120/ijca2019919106},
	publisher = {Foundation of Computer Science (FCS), NY, USA},
	address = {New York, USA}


Excessive use of Internet has transformed the way business activities are conducted as consequences consumer trustworthiness and consumer satisfaction got a new urge.Some researchers have proved that consumer’s satisfaction can solely be achieved by usability Moreover, It is also suggested that usability can be beneficial to improve trust levels because the ease of use of a system extends more understanding and a greater capacity to infer how the system will act. Thus, usability may improve trust levels as well.This research study focuses on the aspects that influence the customer trustworthiness for a website. 5 hypotheses are designed and a research survey is conducted to test the hypothesis.

General terms

Human Computer Interaction, Software Engineering


  1. C. Shapiro and V. R. Hal, Informatin Rules: A STRATEGIC GUIDE TO THE NETWORK ECONOMY, H. B. S. Press, Ed.
  2. P. C. Verhoef and F. Langerak, "Possible determinants of consumers' adoption of electronic grocery," Journal of Retailing and Consumer Services, pp. 275-285, 2001.
  3. F. Selnes, "An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty," European Journal of Marketing, vol. 27, no. 9, pp. 19-35.
  4. C. Flavian, M. Guinaliu and R. Gurrea, "Flavián, Carlos, Miguel Guinalíu, and Raquel Gurrea. "The role played by perceived usability, satisfaction and consumer trust on website loyalty," vol. 43, no. 1, pp. 1-14, January 2006.
  5. R. Anu, "The consumer benefits and problems in the electronic grocery store," Journal of Retailing and Consumer Services, vol. 9, no. 2, pp. 107-113, 2002.
  6. M. Naomi and E. Johnson, "Constructing Preferences Online: Can Web Pages Change What You Want?," Arbeitspapier, 2 Feb 1999.
  7. E. B. Kim and S. B. Eom, "Designing effective cyber store user interface," Industrial Management & Data Systems, vol. 102, no. 5, pp. 241-251, 2002.
  8. R. Chandrasekaran and S. Ganapathy, "Key dimensions of business-to-consumer web sites," Information and Management , vol. 39, no. 6, pp. 457-465, 2002.
  9. "Ergonomic Requirements for office work with visual display terminal ( VDT)," INTERNATIONAL STANDARD, 05 March 1998. [Online]. Available: [Accessed 27 November 2018].
  10. J. Nielsen, Usability Engineering, San Francisco: Morgan Kaufmann Publishers Inc, 1993.
  11. S. Ganesan, "Determinants of Long-Term Orientation in Buyer-Seller Relationships," journal of Marketing, vol. 58, no. 2, pp. 1-19, April 1994.
  12. G. G. T and P. E. Murphy, "Ethical and legal foundations of relational marketing exchanges.," pp. 35-46, 1993.
  13. P. M. Doney and J. P. Cannon, "An Examination of the Nature of Trust in Buyer-Seller Relationships," Journal of Marketing, vol. 61, no. 2, pp. 35-51, 1997.
  14. L. R. E and T. Huston, "The dyadic trust scale: Toward understanding interpersonal trust in close relationships," Journal of Marriage and the Family, pp. 595-604, 1 August 1980.
  15. S. Mari and S. Helper, "Determinants of trust in supplier relations: Evidence from the automotive industry in Japan and the United States," Journal of Economic Behavior & Organization, vol. 34, no. 3, pp. 387-417, 1998.
  16. R. C. Mayer, J. H. Davis and F. D. Schoorman, "An integrative model of organizational trust," Academy of management review , vol. 20, no. 3, pp. 709-734, 1995.
  17. K. S. Coulter and R. A. Coulter, "Determinants of trust in a service provider: the moderating role of length of relationship," Journal of services marketing, vol. 16, no. 1, pp. 35-50, 2002.
  18. H. Wang and M. K. Lee, "Consumer privacy concerns about Internet marketing," Communications of the ACM , vol. 41, no. 3, pp. 63-70, 1998.
  19. E. F. Nicolas, "From interactions to transactions: designing the trust experience for business-to-consumer electronic commerce," 2003.
  20. E. Anderson and M. Sullivan, "The antecedents and consequences of customer satisfaction for firms," Management Science, vol. 12, no. 2, pp. 125-143, 1993.
  21. Q. Chen and R. Wigand, ".Com satisfaction and .Com dissatisfaction: one or two constructs?," Advances in Consumer Research, vol. 28, pp. 34-39, 2001.
  22. F. Selnes, "Antecedents and consequences of trust and satisfaction in buyer-seller relationships," European Journal of Marketing, vol. 32, no. 3/4, pp. 305-322, 1998.
  23. D. johnson and K. Grayson, "Cognitive and affective trust in service relationshisp," Journal of Business Research, vol. 58, pp. 500-507, 2005.
  24. E.johnson, S. Bellman and G. Lohse, "What makes a website ‘sticky’? Cognitive lock-in and the power law of practice," Columbia School of Business, 2000.
  25. L.Adamic and B. Huberman, "The nature of markets in the World Web," Quarterly Journal of Electronic Commerce, vol. 1, pp. 5-12, 2000.
  26. J. Figueiredo, "Finding sustainable profitability in electronic commerce," pp. 41-52.
  27. S.Yoon and J. Kim, "An empirical validation of a loyalty model based on expectation disconfirmation," vol. 2, pp. 120-126, 2000.
  28. J. Littlefield, Y. Bao and D. Cook, "Internet real estate information: are home purchasers paying attention to it?," vol. 17, no. 7, pp. 575-590, 2000.
  30. /
  31. Figure 17:This is my favorite site for purchasing the products and services in this Internet category
  32. /
  33. Figure 18:The frequency with which I visit other websites that offer similar products and services is much less
  34. /
  35. Figure 19:I don’t usually purchase products and services from this category from other websites
  36. /
  37. Figure 20:In general terms, I am satisfied with the way that this website has carried out transactions
  38. /
  39. Figure 21:In general, I am satisfied with the service I have received from the website
  40. /
  41. Figure 22:I think that the advice and recommendations given on this website are made in search of mutual benefit
  42. /
  43. Figure 23:I think that this website is concerned with the present and future interests of its users
  44. /
  45. Figure 24:I think that this website would not do anything intentional that would prejudice the user
  46. /
  47. Figure 25:I think that this website has sufficient experience in the marketing of the products and services that it offers
  48. /
  49. Figure 26:I think I can have confidence in the promises that this website makes
  50. /
  51. Figure 27:I think that this website takes into account the repercussions that their actions could have on the consumer
  52. /
  53. Figure 28:I think that this website has the necessary abilities to carry out its work


Perceived Usability, Satisfaction, Trust, Trustworthiness