The study focuses on user satisfaction with websites and personalised internet applications in particular. The abundance of information on the web is increasing more and more. Therefore, the significance of websites targeting the users’ preferences, like personalised Internet applications, is rising. The aim of this study was to find out which factors determine user satisfaction with personalised internet applications. Factors like the usefulness of the information or trust towards how personal information is handled were considered. A large-scale user survey evaluating three internet applications (from the travel, e-learning and real estate domains) was conducted. Expert opinions were collected to complement the results and provide insights from users’ and experts’ points of views.

The Author: Ulrike Bauernfeind is Assistant Professor in the Department of Tourism and Hospitality Management, MODUL University Vienna. She obtained her Ph.D. from the Vienna University of Economics and Business Administration (VUEBA), where she also worked as a researcher and lecturer at the Institute for Tourism and Leisure Studies. Prior to joining MODUL University Vienna, she worked on a European Union-funded project in the Tourism Department of Sunderland University (UK). Her research interests include e-tourism, online recommendation systems, website evaluation, online consumer behaviour, and heritage tourism.