SiteQual: an integrated measure of Web site quality

Harold W. Webb (Assistant Professor at the John H. Sykes College of Business, The University of Tampa, Tampa, Florida, USA)
Linda A. Webb (Doctoral Candidate at the College of Business Administration, Texas Tech University, Lubbock, Texas, USA)

Journal of Enterprise Information Management

ISSN: 1741-0398

Publication date: 1 December 2004


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.



Webb, H. and Webb, L. (2004), "SiteQual: an integrated measure of Web site quality", Journal of Enterprise Information Management, Vol. 17 No. 6, pp. 430-440.

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