Conceptual Framework for Web Customer Satisfaction Experience

Sarwat Farrukh, Rezian-na Muhammed Kassim, Farrukh Malik, Shahid Khan, Muhammad Farrukh Iqba

This study examines the role of customer web experience involve application of knowledge from the marketing and computer interaction. In the current age, due to the advertising clutter, incessant messages, plentiful information, consumer’s purchase decision making has become problematic and challenging. Therefore, it is a need for a platform where customers and businesses get together solution for each other. In the present paper, the solution to the problem was given, as Web customer Satisfaction Model as a platform was introduced with web customer experience dimensions that linked to the customer satisfaction. Proposed Web Experience Dimensions discussed in this paper consist of interactivity communication, credible information, and reliability, e-word of mouth, alternatives and perceived easy. This conceptual paper contributes to the conceptual framework of web experience dimension that leads to satisfaction. Implications of the model add to the body of knowledge and e - marketing management practices.