Abstract:
This study investigated user needs and expectations in relation to the 28
persuasive features of the Persuasive Systems Design model. It adopted the Kano’s
model of customer needs and expectations to examine perceive user satisfaction or
dissatisfaction levels of the various system features on e-commerce websites. The
findings provide guidelines for designing e-commerce platforms and websites that
seek to employ persuasive strategies to enhance user experience. It was observed
that persuasive system features do not consistently affect user satisfaction and
dissatisfaction levels. Features relating to dialogue support had the highest influence on user satisfaction levels; followed respectively by credibility support and
primary task support. Social support features do not have a high influence on user
satisfaction. No persuasive system feature emerged as a “must-be” feature.
