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ACM SIGCHI WWW Human Factors (Open Discussion)


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Wed, 14 Oct 2009 15:31:57 -0600
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Does anyone know of any research to help identify the importance of different website characteristics on overall customer experience or satisfaction?  

There are lots of lists of website evaluation criteria, heuristics, etc, but they all seem to assume that every attribute is equally important.  Ie, that things like visual design, navigation structure, depth of content, smooth recovery from error, etc are all equally-weighted in calculating an overall evaluation.  I'm searching for some help in figuring out how to weight these different attributes to get a more accurate model of the overall customer experience.  

-- Holly

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