The Role of Customer Experience, Ease of Use, and Customer Trust in Forming Repurchase Intention in Access by KAI Application Users
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Abstract
The continuous advancement of technology has triggered the emergence of more e-commerce platforms, which significantly affect the way people transact online. The increasingly tight competition in the transportation services business, so companies continue to strive to provide improved services to upgrade applications to build repurchase intention in consumers through customer experience, ease of use, and customer trust. This phenomenon is very important to be considered by PT KAI as one of the transportation service providers in Indonesia. This study aims to test the effect of customer experience, ease of use and customer trust on repurchase intention. This quantitative study uses a survey design to collect data. The population in the study all users of the Access by KAI application. The sample taken in this study amounted to 150 respondents who were determined using the purposive sampling technique. Data collection was carried out using a questionnaire measured with a likert scale that was answered completely, according to the criteria and had met the validity and realibility requirements. Data analysis was carried out using multiple linear regression analysis. The result of study show that customer experience, ease of use, and customer trust have a positive and significant effect in partially.
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How to Cite
Sulasih, R., Ekowati, T., & Wijayanti, W. (2025). The Role of Customer Experience, Ease of Use, and Customer Trust in Forming Repurchase Intention in Access by KAI Application Users . ProBisnis : Jurnal Manajemen, 16(3), 375–382. Retrieved from https://ejournal.joninstitute.org/index.php/ProBisnis/article/view/979
References
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Cahyani, A, Gunadi, I.M.A., and Mbulu, Y. P. (2019). Pengaruh Customer Experience Terhadap Repurchase Intention Pada PT. Traveloka Indonesia. Jurnal Sains Terapan Pariwisata, 4(1), 25–36.
Chang, H. H., and Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce. Information & Management, 46(7), 411–417.
Chen, M. C., Chang, K. C., Hsu, C. L., & Yang, I. C. (2011). Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model. Journal of Marketing and Logistics, 23(3), 386–410.
Dachyar, M., and Banjarnahor, L. (2017). Factors influencing purchase intention towards consumer-to-consumer e-commerce. Intangible Capital, 13(5), 946–966.
Dawi, N. M., Jusoh, A., Streimikis, J., & Mardani, A. (2018). The influence of service quality on customer satisfaction and customer behavioral intentions by moderating role of switching barriers in satellite pay TV market. Economics and Sociology, 11(4), 198–218. https://doi.org/10.14254/2071-789X.2018/11-4/13
Febriani, Ni Made Ayu Intan, and. Ardani, I. G. A. K. S. (2018). The influence of customer experience, ease of use, and trust on repurchase intention (Case study of Tokopedia consumers in Denpasar). American Journal of Humanities and Social Sciences Research (AJHSSR), 5(2), 378–383.
Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan IBM SPSS 23 (E. 9 (ed.); Edisi Ke S). Semarang: Badan Penerbit Universitas Diponegoro.
Gunawan, A., Pirari, W. S., & Sari, M. (2018). Pengaruh literasi keuangan dan gaya hidup terhadap pengelolaan keuangan mahasiswa prodi manajemen Universitas Muhammadiyah Sumatera Utara. Jurnal Humaniora: Jurnal Ilmu Sosial, Ekonomi Dan Hukum, 4(2), 23–35.
Hamid, A. A., Razak, F. Z. A., Bakar, A. A., & Abdullah, W. S. W. (2016). The effects of perceived usefulness and perceived ease of use on continuance intention to use e-government. Procedia Economics and Finance, 35(1), 644–649.
Hasan, A. (2013). Marketing dan kasus-kasus pilihan. CAPS.
Hidayat, Nila K., Yosman Bustaman, and Y. H. H. (2020). The Influence of Service Quality on Customer Trust. The International Conference on Business and Management Research (ICBMR 2020). https://doi.org/10.2991/aebmr.k.201222.037
Honey, C. N., and Honey, A. A. (2002). Dimensions of e-quality.". International Journal of Quality and Reliability Management, 19(3), 246–258.
Huyen, P., and Nguyen, T. (2019). The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam. Journal of Global Business Insights, 4(1), 78-91.
Ibzan, E., Balarabe, F., & Jakada, B. (2016). Consumer satisfaction and repurchase intentions. Developing Country Studies, 6(2), 96–100.
Johan, I. S., and Indriyani, R. (2020). Measuring repurchase intention on fashion online shopping. Diss. SHS Web of Conferences.
Juniwati, J. & Sumiyati, S. (2020). The role of satisfaction in mediating the effect of e-service convenience, security, and trust on repurchase intention in the marketplace case study: Shopee Marketplace. GATR Journal of Management and Marketing Review, 5(2), 93–98. https://doi.org/DOI:10.35609/jmmr.2020.5.2(1)
Kaynama, S. A., and Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of Professional Services Marketing, 21(1), 63–88.
Kotler, P., & Keller, K. L. (2016). Manajemen Pemasaran (Edisi 12). PT Indeks.
Kotler, P., and Armstrong, G. (2015). Marketing an Introducing. Pearson Education Inc.
Lestari, V. T., and Ellyawati, J. (2019). Effect of e-service quality on repurchase intention: Testing the role of e-satisfaction as mediator variable. International Journal of Innovative Technology and Exploring Engineering (IJITEE), 8(7), 158-162. M.
Marthanti, A. S., Lahat, M.A., and Santosa, J. (2022). Factors Affecting Purchase Interest Using Marketplace Applications: Approach Perceptions Ease Of Use And Trust. International Journal of Social and Management Studies, 3(3), 114–122.
McKnight, D. H., Choudhury, V., & Kacmar, C. (20002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The Journal of Strategic Information Systems, 11(3–4), 297–323.
Megantara, I. M. T, and Suryani, A. (2016). Penentu niat pembelian kembali tiket pesawat secara online pada situs traveloka. com. E-Jurnal Manajemen Unud, 5(9), 5783–5810.
Muflihhadi, I., and Rubiyanti, N. R. . (2016). Pengaruh Perceived Usefulness, Perceived Ease Of Use, Dan Trust Terhadap Kepuasan Konsumen (Studi Pada Gojek Bandung). EProceedings of Management, 3(2).
Murdifin, I., Ashoer, M., Modding, B., Basalamah, S. (2020). What drives consumers repurchase intention in mobile apps? An empirical study from Indonesia. Revista ESPACIOS, 40(19), 197–211.
Nguyen, P., and D. G. T. T. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: a PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78–91. https://doi.org/10.33844/mbr.2018.60463
Peyrot, M., & Doren, D. V. (1994). Effect of a class action suit on consumer repurchase intentions. Journal of Consumer Affairs, 28(2), 361–379.
Pramudita, Y. A. (2013). Analisa pengaruh customer value dan customer experience terhadap customer satisfaction di De Kasteel Resto Surabaya. Jurnal Strategi Pemasaran, 1(1).
Rahmawati, N., Ramdan, A. M., & Samsudin, A. (2019). Analisis Nilai Pelanggan dan Pengalaman Pelanggan terhadap Kepercayaan Pelanggan Wisata Kuliner Selamat Toserba Sukabumi. JOMB: Journal of Management and Bussines, 1(1), 109–119.
Razak, N. S. A., Marimuthu, M., Omar, A., & Mamat, M. (2014). Trust and repurchase intention on online tourism services among Malaysian consumers. Procedia-Social and Behavioral Sciences, 130, 577–582. https://doi.org/DOI:10.1016/j.sbspro.2014.04.067
Reichheld, F. F. (1990). Zero Defections: Quality Comes to Services. Harvard Business Review, 68, 105–111.
Retno, R. (2016). Pengaruh Persepsi Kemudahan Terhadap Niat Beli Ulang Dengan Persepsi Kegunaan Sebagai Variabel Intervening (Studi Pada Pengguna Layanan Aplikasi Go-Jek Di Surabaya). Jurnal Ilmu Manajemen (JIM), 4(3), 1–10.
Ruswanti, Endang, A. Eff, and Kusumawati, M. (2020). Word of mouth, trust, satisfaction and effect of repurchase intention to Batavia hospital in west Jakarta, Indonesia. Management Science Letters, 10(2), 265–270.
Safitri, K. (2017). Analisis Pengaruh Customer Experience dan kepuasan konsumen terhadap minat beli ulang di Storia Caffe MMXVI. Jurnal Terapan Manajemen Dan Bisnis, 3(1), 195-532.
Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill-Building. (7 Edition). John Welley Publisher.
Shih-Chih, C., and Peng Lin, C. (2015). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change, 96(1), 40–50.
Simamora, H. (2008). Panduan Perilaku Konsumen. Gramedia Pustaka Utama.
Sugiyono, S. (2012). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Trivedi, S. K., and Yadav, M. (2020). Repurchase intentions in Y generation: mediation of trust and e-satisfaction. Trivedi, S. K., and Yadav, M., 38(4), 401–415.
Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186–204.
Verina, T., and Susanti, A. (2022). Pengaruh Customer Experience, Easy of Use dan Customer Trust Terhadap Repurchase Intention Situs Jual Beli Online Shopee Dikalangan Mahasiswa Kota Surakarta. Educational Leadership: Jurnal Manajemen Pendidikan, 2(1), 126–138.
Walden, S. (2017). Customer Experience Management Rebooted: Are You an Experience Brand Or an Efficiency Brand? Springer.
Wardoyo, W., & Andini, I. (2017). Faktor-faktor yang berpengaruh terhadap keputusan pembelian secara online pada mahasiswa universitas Gunadarma. Jurnal Manajemen Dayasaing, 19(1), 12–26.
Wen, C. P. (2011). Minimum amount of physical activity for reduced mortality and extended life expectancy: a prospective cohort study. The Lancet, 378.9798, 1244–1253.
Widiyanti, W. (2020). 378.9798. Jurnal Khatulistiwa Informatika, 7(1), 54–68.
Wijayajaya, H.R., and Tri Astuti, S. R. (2018). The effect of trust and brand image to repurchase intention in online shopping. KnE Social Sciences, 3(10), 915. https://doi.org/DOI:10.18502/kss.v3i10.3182
Wilson, N., Keni, K., and Pattyranie Tan, P. H. (2021). The role of perceived usefulness and perceived ease-of-use toward satisfaction and trust which influence computer consumers’ loyalty in China. Gadjah Mada International Journal of Business, 23(3), 262–294.
Winarno, A, and Dewi, S, T. (2023). Effect of Ease of Use and Consumer Experience on Repurchase Intention of Train Tickets Through Kai Access With Satisfaction as a Mediation Variable: Study on Kai Access Users in Malang. Economics and Business Journal (ECBIS), 1(4), 305–312.
Wiyata, M. T., Putri, P.E., and Gunawan, C. E. (2020). Pengaruh Customer Experience, Ease of Use, dan Customer Trust Terhadap Repurchase Intention Konsumen Situs Jual Beli Online Shopee. Cakrawala Repositori IMWI, 3(1), 11–21.
Yanico, Y, and Keni, K. (2021). Perceived ease of use, trust, dan customer satisfaction sebagai prediktor terhadap repurchase intention. Jurnal Manajemen Maranatha, 20(2), 107–118.
Yohanda, A.R., Masdupi, E., and Engriani, Y. (2019). The Influence of Promotion, Perceived Ease of Use, and Price Toward Repurchase Intention Transportation Services Go-jek on Students in Universitas Negeri Padang. Yohanda, A.R., Masdupi,E., and Engriani, Y., 1(1), 20–21.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31–45.
Zhang, P., and Von Dran, M. . (2000). Satisfiers and dissatisfiers: A two‐factor model for website design and evaluation. Journal of the American Society for Information Science, 51(14), 1253–1268.
Amiera, W., Wan, B., Ilham, M., Sjahrir, B., & Fatihah, N. (2022). The Strategies to Improve Customer Experience : A Case of Online Shopping Platform. Jurnal Manajemen Teori dan Terapan. 15(3). 330-346
Anisa, A. R., & Oktini, D. R. (2020). Pengaruh customer experience terhadap customer loyalty pada warunk upnormal cabang buah batu Bandung. Prosiding Manajemen, 392–395.
Annisa, A. N., Suwandari, L., & Adi, P. H. (2019). Analisis Pengaruh Customer Experience, User Experience, Dan Hambatan Berpindah Terhadap Minat Beli Ulang (Studi Pada Konsumen Go-Jek Di Kota Purwokerto). Proceeding of International Conference Sustainable Competitive Advantage, 9(1).
Azwar, S. (2016). Reliabilitas dan Validitas (Edisi 4). Pustaka Pelajar.
Bachmann, R., & Zaheer, A. (2006). Handbook of trust research. Edward Elgar Publishing.
Cahyani, A, Gunadi, I.M.A., and Mbulu, Y. P. (2019). Pengaruh Customer Experience Terhadap Repurchase Intention Pada PT. Traveloka Indonesia. Jurnal Sains Terapan Pariwisata, 4(1), 25–36.
Chang, H. H., and Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce. Information & Management, 46(7), 411–417.
Chen, M. C., Chang, K. C., Hsu, C. L., & Yang, I. C. (2011). Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model. Journal of Marketing and Logistics, 23(3), 386–410.
Dachyar, M., and Banjarnahor, L. (2017). Factors influencing purchase intention towards consumer-to-consumer e-commerce. Intangible Capital, 13(5), 946–966.
Dawi, N. M., Jusoh, A., Streimikis, J., & Mardani, A. (2018). The influence of service quality on customer satisfaction and customer behavioral intentions by moderating role of switching barriers in satellite pay TV market. Economics and Sociology, 11(4), 198–218. https://doi.org/10.14254/2071-789X.2018/11-4/13
Febriani, Ni Made Ayu Intan, and. Ardani, I. G. A. K. S. (2018). The influence of customer experience, ease of use, and trust on repurchase intention (Case study of Tokopedia consumers in Denpasar). American Journal of Humanities and Social Sciences Research (AJHSSR), 5(2), 378–383.
Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan IBM SPSS 23 (E. 9 (ed.); Edisi Ke S). Semarang: Badan Penerbit Universitas Diponegoro.
Gunawan, A., Pirari, W. S., & Sari, M. (2018). Pengaruh literasi keuangan dan gaya hidup terhadap pengelolaan keuangan mahasiswa prodi manajemen Universitas Muhammadiyah Sumatera Utara. Jurnal Humaniora: Jurnal Ilmu Sosial, Ekonomi Dan Hukum, 4(2), 23–35.
Hamid, A. A., Razak, F. Z. A., Bakar, A. A., & Abdullah, W. S. W. (2016). The effects of perceived usefulness and perceived ease of use on continuance intention to use e-government. Procedia Economics and Finance, 35(1), 644–649.
Hasan, A. (2013). Marketing dan kasus-kasus pilihan. CAPS.
Hidayat, Nila K., Yosman Bustaman, and Y. H. H. (2020). The Influence of Service Quality on Customer Trust. The International Conference on Business and Management Research (ICBMR 2020). https://doi.org/10.2991/aebmr.k.201222.037
Honey, C. N., and Honey, A. A. (2002). Dimensions of e-quality.". International Journal of Quality and Reliability Management, 19(3), 246–258.
Huyen, P., and Nguyen, T. (2019). The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam. Journal of Global Business Insights, 4(1), 78-91.
Ibzan, E., Balarabe, F., & Jakada, B. (2016). Consumer satisfaction and repurchase intentions. Developing Country Studies, 6(2), 96–100.
Johan, I. S., and Indriyani, R. (2020). Measuring repurchase intention on fashion online shopping. Diss. SHS Web of Conferences.
Juniwati, J. & Sumiyati, S. (2020). The role of satisfaction in mediating the effect of e-service convenience, security, and trust on repurchase intention in the marketplace case study: Shopee Marketplace. GATR Journal of Management and Marketing Review, 5(2), 93–98. https://doi.org/DOI:10.35609/jmmr.2020.5.2(1)
Kaynama, S. A., and Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of Professional Services Marketing, 21(1), 63–88.
Kotler, P., & Keller, K. L. (2016). Manajemen Pemasaran (Edisi 12). PT Indeks.
Kotler, P., and Armstrong, G. (2015). Marketing an Introducing. Pearson Education Inc.
Lestari, V. T., and Ellyawati, J. (2019). Effect of e-service quality on repurchase intention: Testing the role of e-satisfaction as mediator variable. International Journal of Innovative Technology and Exploring Engineering (IJITEE), 8(7), 158-162. M.
Marthanti, A. S., Lahat, M.A., and Santosa, J. (2022). Factors Affecting Purchase Interest Using Marketplace Applications: Approach Perceptions Ease Of Use And Trust. International Journal of Social and Management Studies, 3(3), 114–122.
McKnight, D. H., Choudhury, V., & Kacmar, C. (20002). The impact of initial consumer trust on intentions to transact with a web site: a trust building model. The Journal of Strategic Information Systems, 11(3–4), 297–323.
Megantara, I. M. T, and Suryani, A. (2016). Penentu niat pembelian kembali tiket pesawat secara online pada situs traveloka. com. E-Jurnal Manajemen Unud, 5(9), 5783–5810.
Muflihhadi, I., and Rubiyanti, N. R. . (2016). Pengaruh Perceived Usefulness, Perceived Ease Of Use, Dan Trust Terhadap Kepuasan Konsumen (Studi Pada Gojek Bandung). EProceedings of Management, 3(2).
Murdifin, I., Ashoer, M., Modding, B., Basalamah, S. (2020). What drives consumers repurchase intention in mobile apps? An empirical study from Indonesia. Revista ESPACIOS, 40(19), 197–211.
Nguyen, P., and D. G. T. T. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: a PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78–91. https://doi.org/10.33844/mbr.2018.60463
Peyrot, M., & Doren, D. V. (1994). Effect of a class action suit on consumer repurchase intentions. Journal of Consumer Affairs, 28(2), 361–379.
Pramudita, Y. A. (2013). Analisa pengaruh customer value dan customer experience terhadap customer satisfaction di De Kasteel Resto Surabaya. Jurnal Strategi Pemasaran, 1(1).
Rahmawati, N., Ramdan, A. M., & Samsudin, A. (2019). Analisis Nilai Pelanggan dan Pengalaman Pelanggan terhadap Kepercayaan Pelanggan Wisata Kuliner Selamat Toserba Sukabumi. JOMB: Journal of Management and Bussines, 1(1), 109–119.
Razak, N. S. A., Marimuthu, M., Omar, A., & Mamat, M. (2014). Trust and repurchase intention on online tourism services among Malaysian consumers. Procedia-Social and Behavioral Sciences, 130, 577–582. https://doi.org/DOI:10.1016/j.sbspro.2014.04.067
Reichheld, F. F. (1990). Zero Defections: Quality Comes to Services. Harvard Business Review, 68, 105–111.
Retno, R. (2016). Pengaruh Persepsi Kemudahan Terhadap Niat Beli Ulang Dengan Persepsi Kegunaan Sebagai Variabel Intervening (Studi Pada Pengguna Layanan Aplikasi Go-Jek Di Surabaya). Jurnal Ilmu Manajemen (JIM), 4(3), 1–10.
Ruswanti, Endang, A. Eff, and Kusumawati, M. (2020). Word of mouth, trust, satisfaction and effect of repurchase intention to Batavia hospital in west Jakarta, Indonesia. Management Science Letters, 10(2), 265–270.
Safitri, K. (2017). Analisis Pengaruh Customer Experience dan kepuasan konsumen terhadap minat beli ulang di Storia Caffe MMXVI. Jurnal Terapan Manajemen Dan Bisnis, 3(1), 195-532.
Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill-Building. (7 Edition). John Welley Publisher.
Shih-Chih, C., and Peng Lin, C. (2015). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change, 96(1), 40–50.
Simamora, H. (2008). Panduan Perilaku Konsumen. Gramedia Pustaka Utama.
Sugiyono, S. (2012). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Trivedi, S. K., and Yadav, M. (2020). Repurchase intentions in Y generation: mediation of trust and e-satisfaction. Trivedi, S. K., and Yadav, M., 38(4), 401–415.
Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186–204.
Verina, T., and Susanti, A. (2022). Pengaruh Customer Experience, Easy of Use dan Customer Trust Terhadap Repurchase Intention Situs Jual Beli Online Shopee Dikalangan Mahasiswa Kota Surakarta. Educational Leadership: Jurnal Manajemen Pendidikan, 2(1), 126–138.
Walden, S. (2017). Customer Experience Management Rebooted: Are You an Experience Brand Or an Efficiency Brand? Springer.
Wardoyo, W., & Andini, I. (2017). Faktor-faktor yang berpengaruh terhadap keputusan pembelian secara online pada mahasiswa universitas Gunadarma. Jurnal Manajemen Dayasaing, 19(1), 12–26.
Wen, C. P. (2011). Minimum amount of physical activity for reduced mortality and extended life expectancy: a prospective cohort study. The Lancet, 378.9798, 1244–1253.
Widiyanti, W. (2020). 378.9798. Jurnal Khatulistiwa Informatika, 7(1), 54–68.
Wijayajaya, H.R., and Tri Astuti, S. R. (2018). The effect of trust and brand image to repurchase intention in online shopping. KnE Social Sciences, 3(10), 915. https://doi.org/DOI:10.18502/kss.v3i10.3182
Wilson, N., Keni, K., and Pattyranie Tan, P. H. (2021). The role of perceived usefulness and perceived ease-of-use toward satisfaction and trust which influence computer consumers’ loyalty in China. Gadjah Mada International Journal of Business, 23(3), 262–294.
Winarno, A, and Dewi, S, T. (2023). Effect of Ease of Use and Consumer Experience on Repurchase Intention of Train Tickets Through Kai Access With Satisfaction as a Mediation Variable: Study on Kai Access Users in Malang. Economics and Business Journal (ECBIS), 1(4), 305–312.
Wiyata, M. T., Putri, P.E., and Gunawan, C. E. (2020). Pengaruh Customer Experience, Ease of Use, dan Customer Trust Terhadap Repurchase Intention Konsumen Situs Jual Beli Online Shopee. Cakrawala Repositori IMWI, 3(1), 11–21.
Yanico, Y, and Keni, K. (2021). Perceived ease of use, trust, dan customer satisfaction sebagai prediktor terhadap repurchase intention. Jurnal Manajemen Maranatha, 20(2), 107–118.
Yohanda, A.R., Masdupi, E., and Engriani, Y. (2019). The Influence of Promotion, Perceived Ease of Use, and Price Toward Repurchase Intention Transportation Services Go-jek on Students in Universitas Negeri Padang. Yohanda, A.R., Masdupi,E., and Engriani, Y., 1(1), 20–21.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31–45.
Zhang, P., and Von Dran, M. . (2000). Satisfiers and dissatisfiers: A two‐factor model for website design and evaluation. Journal of the American Society for Information Science, 51(14), 1253–1268.