What is this evasive beast we call user satisfaction?

The notion of 'user satisfaction' plays a prominent role in HCI, yet it remains evasive. This exploratory study reports three experiments from an ongoing research program. In this program we aim to uncover (1) what user satisfaction is, (2) whether it is primarily determined by user expectations or by the interactive experience, (3) how user satisfaction may be related to perceived usability, and (4) the extent to which satisfaction rating scales capture the same interface qualities as uncovered in self-reports of interactive experiences. In all three experiments reported here user satisfaction was found to be a complex construct comprising several concepts, the distribution of which varied with the nature of the experience. Expectations were found to play an important role in the way users approached a browsing task. Satisfaction and perceived usability was assessed using two methods: scores derived from unstructured interviews and from the Web site Analysis MeasureMent Inventory (WAMMI) rating scales. Scores on these two instruments were somewhat similar, but conclusions drawn across all three experiments differed in terms of satisfaction ratings, suggesting that rating scales and interview statements may tap different interface qualities. Recent research suggests that 'beauty', or 'appeal' is linked to perceived usability so that what is 'beautiful' is also perceived to be usable [Interacting with Computers 13 (2000) 127]. This was true in one experiment here using a web site high in perceived usability and appeal. However, using a site with high appeal but very low in perceived usability yielded very high satisfaction, but low perceived usability scores, suggesting that what is 'beautiful' need not also be perceived to be usable. The results suggest that web designers may need to pay attention to both visual appeal and usability. (C) 2002 Elsevier Science B.V. All rights reserved.