In a purchase situation, customer satisfaction and loyalty are primarily determined by usability, trust, and web design. However, the nature of their relationship remains unclear. According to the literature, trust can generate customer loyalty. Consumers’ cognitive and affective processes in online shopping are well discussed in the literature. However, the role of trust in website design has yet to be thoroughly investigated. Given the above knowledge gaps, we studied 96 Chinese youths using two shopping websites. Structural equation modeling was considered to validate the hypothesized relationships, focusing on three key website design features. We discovered that the three design elements predicted usability and satisfaction differently. In addition, website usability and customer satisfaction mediated the relationship between navigation/information design and loyalty, and satisfaction mediated the relationship between visual design and loyalty. Furthermore, the effects of website design and usability on customer satisfaction are strengthened or weakened depending on customer trust. When trust is high, the effect of website design on satisfaction is strengthened, while the effect of usability on satisfaction is weakened. To retain customers, designers should pay more attention to website design and establish trust. These findings offer crucial insights for online retailers in promoting and capitalizing on the positive effects of various website design elements on customers’ shopping experiences.

This study examined how large touchscreen buttons affect user task completion time, error rate, and subjective satisfaction (ease of pointing and clicking on targets). In this experiment, 31 participants completed button click tasks of square targets placed at 30 (5 × 6) different locations, with seven button sizes (10mm, 30mm, 50mm, 70mm, 90mm, 110mm, and 130mm). Repeated measures ANOVAs showed that on a 65'' large touch screen (W 1428 × H 803 mm), 70 mm buttons achieved essentially the best performance in completion time, 50 mm in error rates, and 90 mm in subjective satisfaction, respectively. We also compare the differences in efficiency among different button areas and button sizes. The surrounding area and lower area require a bigger button size to achieve the best performance in terms of error rates and subjective satisfaction. The right area requires a bigger optimal button size than the left area considering error rates, while it is the opposite for subjective satisfaction. This study investigates how the size and location of buttons on the increasingly popular large touch screen affect user experience. The study reveals that 70, 50, 90 mm size buttons are recommended when speed, accuracy and satisfaction are priorities respectively. The interaction between button size and button area is significantly different. The surrounding area and lower area require a bigger button size to achieve the best performance in terms of error rate and subjective satisfaction. Considering error rates, the right area requires a bigger optimal button size than the left area, while it is opposite for subjective satisfaction. These findings could facilitate the optimal design of usable large touch screens.