Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk

Daniel Belanche, Casaló, Luis V. and Guinalíu, Miguel
Authors registered in the RePEc Author Service: Miguel Guinalíu

Journal of Retailing and Consumer Services, 2012, vol. 19, issue 1, 124-132

Abstract: This paper analyzes the influence of website usability on both consumers' satisfaction and intention to use a website, as well as the impact of satisfaction on usage intentions. Additionally, we study the moderating effect that consumer risk perceptions may have on the influence of website usability. Results show that website usability affects satisfaction which in turn affects intention to use. Contrary to expected, usability does not directly affect intention to use but has an indirect effect through consumer satisfaction. Finally, the usability effect on consumer satisfaction is moderated by perceived risk.

Keywords: Usability; Satisfaction; Intention to use; Perceived risk; Online consumer behavior (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (35)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:19:y:2012:i:1:p:124-132

DOI: 10.1016/j.jretconser.2011.11.001

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