UniHome: En studie om hur en webbapplikation för korttidssuthyrning av boenden för studenter kan utformas för att skapa lojalitet till webbapplikationen genom upplevt förtroende och kundnöjdhet

Sammanfattning: According to a survey done at Linköping University, students experience the process of finding an accommodation as cumbersome and insecure. The objective of the study was to, through the development of a webapplication, investigate how one could create loyalty to the web application by implementing a design that increases perceived trust and strengthens the e-customer’s customer satisfaction.The design was evaluated through tests in several iterations during the implementation where the testing methods Concurrent Think Aloud, Retrospective Probing, L-Smith’smodel and Readability Index (LIX) were used. The results from the tests were used toanalyze the perceived trust and customer satisfaction in order to be able to answer theproblem statement, but were also used in further development of the web application. The results confirmed the theory to a large extent and showed that all tested design aspects affected the experience and are important to take into account when developing a webapplication with the above purpose. The conclusion of this study deem that loyalty canbe achived by using a subset of factors in a certain way that in turn increase customer satisfaction and trust. The subset of factors include a logo and photos in line with the business, rounded shapes on the web application and geographical maps that favor anavigable design. Clarity, consistency and readability in text are among the above subsetof factors, where reviews also proved to be a significant factor, despite the fact that thisfactor was not explicitly studied based on the theory.