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SiteQual: an integrated measure of Web site quality

SiteQual: an integrated measure of Web site quality The development and testing of an instrument for obtaining user feedback on the overall quality of B2C electronic commerce Web sites, SITEQUAL, is discussed. Using previous research in information quality and service quality as a springboard, a conceptual model and an instrument to measure Web site quality were developed. A factor analysis was conducted which suggested that four minimum Web site quality factors and seven desired Web site quality factors are important to consumers in the retail music industry. The use of Web site quality factors for measurement of consumer expectations and perceptions, determining Web site requirements, and guiding the testing process is suggested. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Enterprise Information Management Emerald Publishing

SiteQual: an integrated measure of Web site quality

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
1741-0398
DOI
10.1108/17410390410566724
Publisher site
See Article on Publisher Site

Abstract

The development and testing of an instrument for obtaining user feedback on the overall quality of B2C electronic commerce Web sites, SITEQUAL, is discussed. Using previous research in information quality and service quality as a springboard, a conceptual model and an instrument to measure Web site quality were developed. A factor analysis was conducted which suggested that four minimum Web site quality factors and seven desired Web site quality factors are important to consumers in the retail music industry. The use of Web site quality factors for measurement of consumer expectations and perceptions, determining Web site requirements, and guiding the testing process is suggested.

Journal

Journal of Enterprise Information ManagementEmerald Publishing

Published: Dec 1, 2004

Keywords: Electronic commerce; Information; Service quality assurance

References