The effects of user expectations on website information comprehension and satisfaction
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The purpose of this qualitative study was to examine the role of users' expectations of a website information search in determining their comprehension of the information on a website and their satisfaction with the website. Interviews to determine their satisfaction with the website and think-aloud sessions were employed to gather data from participants, and open coding was used to analyze responses. The findings of this study support the previous literature on scripts with respect to the usability of the Veterans Affairs website. The study found that scripts are present before users search ...