Key quality factors in Web site design and use: an examination
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 November 2002
Abstract
The focus of the research described in this paper was to identify the key quality factors in Web site design and use. From the factors identified, a conceptual model has been developed to assess how a Web site can deliver what its users expect. The model is based on: ease of use, customer confidence, on‐line resources, and relationship services. These facts have been validated in an assessment of a range of Web sites. The model comprises a useful measurement tool which designers can use to suffice the quality of their Web sites.
Keywords
Citation
Cox, J. and Dale, B.G. (2002), "Key quality factors in Web site design and use: an examination", International Journal of Quality & Reliability Management, Vol. 19 No. 7, pp. 862-888. https://doi.org/10.1108/02656710210434784
Publisher
:MCB UP Ltd
Copyright © 2002, MCB UP Limited