According to Lee (2012), the user’s virtual experience when using a company’s technology will
influence the strength of brand influence and the overall perception that the person has of that
organisation. Clients can be attracted and retained by improving the performance of a website. Ecommerce
sites commonly drive away nearly half of repeat traffic by not making it easy for
visitors to find the information they need (Weinschenk, 2005). Weinschenk reports on a study of
an e-commerce site where first time users spent an average of $127 per purchase, while repeat
users spent nearly twice that. Usable e-commerce sites build goodwill.