Abstract
This study aims to investigate the effect of website design quality on the success rate of the online website design agency. This research studies the impact of the design quality of the websites on customer behavior and purchase intention of novice and experienced clients. A questionnaire was used to conduct the research. To develop a questionnaire, some variables or indicators were needed to evaluate hypotheses. Since there were no standard questionnaires with specific indicators to check the objectives, the Delphi (Fuzzy Delphi Method) method is being utilized to obtain enough information to decide on the indicators. The study population included a random sample of people from all walks of life. To collect the data, 120 questionnaires were distributed among the sample group. The results indicated that the customers' initial and sustained purchase intents are most likely influenced by the design quality of a web design agency’s website and overall design quality, presentation of their services, all-in-one service offering, the higher number of visitors, option for online payment, customer trust, and word-of-mouth has a positive impact on the success of the business. The findings show clear differences between how experienced and novice clients approach the web design agency’s website.
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