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Olsina et al. (1999) Functionality, usability, efficiency, site reliability

Table 2.0: Review of the Literature on Website Design Elements Considered

2.4 HYPOTHESIS DEVELOPMENT

2.4.1 INFORMATION CONTENT

The information content of a website can comprise a variety of things, such as information about the services offered, order status,
business policies, and public relations. As far as content design is concerned, it refers to the ability of a site to convey relevant, updated,
and reliable information to its visitors (Lee & Kozar, 2006). For customers, the quality of the information they find is critical in
determining whether they will make a purchase decision (Lohse et al., 2000; Shim et al., 2001). This is because customers often begin
their buying decision-making process by searching for information. Businesses should provide online customers with appropriate
information that is easy to access, process, and explore, based on information search and risk perception theories. Additionally, web
retailers can tailor their websites to their customers' needs by incorporating features like information personalization (Eirinaki et al.,
2003).

It is well recognised that increasing the availability of essential information helps online customers better describe their wants and
explore alternative items (Trocchia & Janda, 2003). When clients are provided with a more comprehensive set of information before
making a purchase from a website, they have a better understanding of the items or services they will receive. There is less of a perception
of uncertainty, and buyers are more comfortable making purchases. However, if a website has an excessive amount of information, it can
cause problems like information overload (Lee & Lee, 2004) and make it difficult for consumers to find the information they are looking
for (Ranganathan & Ganapathy, 2002; Zhilin et al., 2003), which has a negative impact on the quality of customers' decisions and raises
confusion surrounding the purchase choice. Customers will feel dissatisfied and frustrated when they are presented with information that
is irrelevant or ineffective for the task at hand because of the time and cognitive effort they have invested in analysing the information
(MacKenzie & Spreng, 1992). Thus, the design of information content is likely to have a significant impact on user satisfaction. The
generated hypothesis is:

H1: There is a significant relationship between information content and user satisfaction on the KKKL Express’s website.

2.4.2 VISUAL AESTHETICS

Images, colours, fonts, structures, and animations as well are all part of a website's visual aesthetic (Cyr & Bonanni, 2005; Li & Yeh,
2010). These elements contributed to the attractiveness of a website appearance. Besides, according to past research, the visual design of
a shopping website has been shown to influence a variety of enablers of online purchasing behaviour, including usability, perceived risk,
reliability, and functionality (Kim & Stoel, 2004; Li & Yeh, 2010; Monsuwe, Dellaert, & De Ruyter, 2004). Yamamoto and Lambert
(1994), as well as Ranganathan and Ganapathy (2002), have noted that visual aesthetics has played a crucial role in shaping the very
first judgments and perceptions toward the user interface, product, and the attitude that goes along with it.

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