The influence of Small Enterprises Websites on Users’ Satisfaction

Abstract

This study advocates that websites’ levels of applications/functions are a major determinant of customer satisfaction, and by extension, a determinant of the merit of a firm's e-commerce system. In particular, it aim is to inspect the potential influence of small enterprises website applications on visitor satisfaction. The model fashioned for this research outlines the main constructs involved in manifesting the potential influence of website characteristics on visitor satisfaction. An instrument consists of 17 questions was designed to collect data required to evaluate the actual satisfaction of visitors with small enterprises websites. The model was tested via surveying individuals in urban New South Wales (Australia). The expectation disconfirmation theory (EDT) was employed to assess user satisfaction. The multiple regression method (MLR) technique was applied to analyse the collected data. The results demonstrated that the competence of website components is critical in shaping visitors, customers, and potential customers’ attitudes, behaviours, and satisfaction.