In telecom settings, using e-service website has become an increasingly common activity among mobile users. As an important channel, website users experience that quality plays a key role for e-service or business successes. With the use of an online structured questionnaire, a total of 20,040 were surveyed to answer the questions in thirty-one provinces in China. With methods of Principal Component Analysis, a five-factor e-service website user experience questionnaire was examined, and the factors of perceived functional completion, perceived websites performance, quality of interface and interaction, quality of content and information, and quality of online customer support or service were found effectively to measure e-service website user experience quality. In addition, all of these five aspects in e-service website user experience were found to be significant in predicting overall customer satisfaction.
Zhou, Ronggang; Shi, Yuhan; Zhang, Leyuan; and Guo, Haiyan, "Measuring The User Experience And Its Importance To Customer Satisfaction: An Empirical Stusy For Telecom e-Service Websites" (2015). ICEB 2015 Proceedings. 33.