Usability, interactivity, website personality and consumers' responses: a case of internet service provider

Abstract

This study focuses on the relationship between functional, experiential and symbolic website features and consumer responses. To bridge the gap in previous research that has focused primarily on the functional aspect and then experiential aspect of the website, our research tries to integrate a new aspect that is a symbolic aspect that can help us understand better the interaction: user-website. The main results of our work show that perceived functionality and perceived interactivity impact perceived playfulness, satisfaction and electronic word of mouth intention at different levels. Website personality traits mainly influence perceived playfulness and electronic word of mouth intention. PLS approach is used to test hypotheses. Results, implications for research and practice are discussed.