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a lack of interaction, all can prevent the company’s loyal and potential customers from performing the tasks they want, such as clicking,
downloading, filling out forms, and making transactions. When it makes the user feel so hard to fulfil the tasks on the website, indeed, the
user satisfaction will be influenced.

1.2 RESEARCH QUESTIONS

i. Does information content influence user satisfaction on the KKKL Express’s website?
ii. Does visual aesthetics influence user satisfaction on the KKKL Express’s website?
iii. Does navigation influence user satisfaction on the KKKL Express’s website?
iv. Does interactivity influence user satisfaction on the KKKL Express’s website?

1.3 RESEARCH OBJECTIVES

i. To identify whether information content will affect user satisfaction on the KKKL Express’s website.
ii. To identify whether visual aesthetics will affect user satisfaction on the KKKL Express’s website.
iii. To identify whether navigation will affect user satisfaction on the KKKL Express’s website.
iv. To identify whether interactivity will affect user satisfaction on the KKKL Express’s website.

■ 2.0 LITERATURE REVIEW

2.1 USER SATISFACTION

Given the increasing expansion of online services, it is imperative that increased consideration be given to user satisfaction as a fundamental
aspect of website design. "The attitude toward the website by a hands-on user of the site" is how one can define website user satisfaction
(Muylle et al., 2004). Bruce (1999) further defines satisfaction as a mindset that reflects the composite of a user's emotional and material
reactions to a certain action, such as information searching. As long as the outcomes are in line with their expectations, they will be
emotionally satisfied and will be materially fulfilled as a result of their interaction with the system (Waern 1989; Applegate 1993). Because
of this, the likelihood of users returning to a website and recommending it increases if they are pleased with their experience (Zhang & von
Dran, 2000).

It is critical to conduct user satisfaction research because it not only affects customer behavioural outcomes such as loyalty, trust,
and purchase intention (Shankar et al., 2003; Gustafsson et al., 2005; Flavián et al., 2006), but is also an important factor in determining
profitability (Chiou and Shen, 2006). Numerous studies have proven the effect of a website's overall design or certain components of its
design, such as interface consistency or website quality, on user satisfaction. To give an example, a model of website user satisfaction based
on five system attributes was presented (Doll et al., 1994). These five attributes were: content, format, accuracy, timeliness, and ease of use.
In addition, Zviran et al. (2006) discovered that websites' content and search capabilities predicted customer happiness. From a user-centered
design perspective, user satisfaction is crucial because deeper understanding throughout this area could lead to more specific guidelines and
recommendations for web design.

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