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This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.

A conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.

The results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.

This research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.

This paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

The purpose of this paper is to examine a comprehensive model explaining how web site design influences consumer's emotional and cognitive responses and contributes to satisfaction and word‐of‐mouth (WOM) communication in an online shopping context.

A total of 804 female college students completed an online survey after browsing one of two mock web sites developed to manipulate web site design quality.

Web site design quality showed positive direct effects on pleasure, arousal, and perceived information quality and indirect effects on satisfaction and WOM intention. Pleasant shopping experience increased positive perceptions and satisfaction. The results also showed that satisfaction mediated the relationship between emotional and cognitive responses and positive WOM intention.

Although an online survey was used to increase the reality of an online shopping experience, uncontrolled conditions may have influenced the results of the study. Further research needs to be conducted in a laboratory setting to control these factors.

The paper theoretically extends the applicability of the stimulus‐organism‐response paradigm to satisfaction and electronic WOM intention research and fills the gap in the current online shopping literature. The paper also offers valuable information to online retailers to maximize consumer satisfaction and generate positive WOM using web site design.

The growth of web emerging technology and data visual demand from the World Wide Web (WWW) makes the need for information repositories become vital. Proper database development will assure the repository managing web content effectively aligns with web archive metadata standards. This paper aims to present the database design process for web archive content repository specifically to maintain social and cultural heritage values upon Malaysians as Mfigures.

The empirical process start with literature review and validation from expert on the elements and scopes of research. Then, structured database design guideline which part of database life cycle (DBLC) was applied and combined with the step of comparative and mapping the conceptual model with metadata standard that is relevant with web archive content. The paper focuses on the first three stages: Database Initial Study, web archiving and Metadata standard mapping; and conceptual design to focus on data modelling. Another two stages of database design are logical design and physical design will be exposed later.

The empirical process has produced initial conceptual data model, database structure that can be a basis of web archiving repository. The data model had also been verified with metadata data standards to assure the database structure implementation cater the need of web archiving repository features especially web information discovery.

Nevertheless, database design is the most effective way to develop good information architecture on the Net, but the absence of some important fields on related tables have been identified such as subject, language, coverage, right, publisher and contributor. The MFigures’ database schema will continuously improve for better scope and coverage of web archive content suite with future information demands on the WWW.

The conceptual data model act as a communication tool by the technical team in web application development. It can be revisited to suite with other different database management system or to suite with other similar scope of information repository requirements.

Mfigures was uniquely designed for collecting Malaysian social and cultural heritage, which are rarely design before, and it can be beneficial as Malaysia society future references for excellent motivations roles and successful stories.

The Mfigure conceptual data model was empirically design and gone through a proper validation process by the industrial and academic experts.

The rapid adoption of the Web as a commercial medium has caused firms to experiment with innovative ways of doing business. Those firms that effectively market themselves on the Web have a distinct advantage. This paper presents two e‐commerce Web site design strategies and 12 e‐commerce models for gaining that advantage.

The World Wide Web is an increasingly popular tool for accessing information via the Internet. It derives from many individuals and organisations making information available using the medium of hypertext. The pages they create are sometimes wonderful, informative and entertaining but more often haphazard, confusing and difficult to navigate. Yet there exists a body of work and experience in the areas of hypertext design and human‐computer interaction (HCI) which should be influencing Web page design. This paper examines some of the main issues from these fields and how they apply to the Web. It proposes a set of guidelines for Web page design. Does your page satisfy these guidelines?

A social movement is sweeping the globe in the form of Internet delivered and open access sharing spaces. People are connecting in new ways while personalizing their daily experiences with shared websites called Web 2.0 technologies. This chapter looks into the implications of taking these technologies beyond social interactions into the learning experiences of students. With a literature review and case study analysis, the goal of this chapter is to gain a better understanding of what is needed to appropriate quality instructional strategies to the online university course room including social sites such as Facebook, Twitter, Second Life®, and wikis. Following a brief history and descriptions of the Web 2.0 sites and functions, the reader is introduced to the design expectations typical of instructional designers (IDs) with definitions and standards from the field's literature. Support is offered from the business and educational literature for incorporating leadership into design practice through vision, strategy, and theory-based decisions. Definitions, benchmarks, and examples of instructional strategies and activities for learner engagement complete the theoretical framework for the chapter. Given the added complexities of advanced technologies, this chapter suggests evaluating social learning through an ID leadership perspective for a more informed recommendation of Web 2.0 online affordances. Following a case analysis of Second Life®, a 3-D virtual world used for learning activities, implications for ID practice are discussed, along with the various benefits and barriers of adopting Web 2.0 technologies. In the conclusion, suggestions are given for future research on the potential for integration of Web 2.0 affordances into online learning designs for rich, engaging learning experiences.

Design prescriptions to create web‐based courses and sites that are dynamic, easy‐to‐use, interactive and data‐driven, emerge from a “how to do it” approach. Unfortunately, the theory behind these methods, prescriptions, procedures or tools, is rarely provided and the important terms, such as “easy‐to‐use”, to which these prescriptions refer are not defined. The empirical results reported here bring lighting on the meaning of several design prescriptions that contain qualitative attributes. This paper aims at clarifying the meaning of several web‐based course design prescriptions found in the literature in the context of two music web‐based courses. Two examples are presented and the results of the students’ assessment regarding several design prescriptions are given. First, what we learned while producing the first release of the web part of an undergraduate music course entitled Teaching and Music Technology is presented. Then, what else we learned when the second release was assessed by students is detailed. The next part concerns what we used while developing the undergraduate music course French‐Canadian folk which gives access to several music files and scores. Again the results of the students’ assessment are presented. The list of the various technologies that must be highly mastered to produce such musical content is given.

This column seeks to recommend five basic principles that should be used when a library web site is designed or refactored.

Explores the options available when creating or redesigning a library web site

This column is simply exploratory, and examines issues surrounding the initial design or re‐design of a library web site.

The design of a library web site should take into account these five principles as they are outlined in this column, and those principles include: simplicity, user centered design, findability, web standards and accessibility.

This column suggests five principles that will assist librarians and library technology workers in designing better web sites which follow usability principles, web standards and accessibility guidelines. This will hopefully improve the quality of library web based resources and services.

This column aims to examine web design methodology given the rapid proliferation of internet accessible devices, and to offer as a solution responsive web design. Responsive web design changes the focus from being device and template centered to being content centered, which is appropriate for the types of services that libraries offer in the web context.

This is an exploratory column. A brief review of the current literature regarding responsive web design was done prior to writing the column.

Libraries should benefit greatly, both regarding the time invested in web design, as well as the effectiveness of services offered on the web, if responsive design is adopted.

Responsive web design is relatively new, and is still being explored by professional web developers. Libraries that are able to adopt this methodology early on will be ahead of the curve of rapidly multiplying devices used to access the internet.

To create a benchmark for design evaluation of commercial web sites, to model customers' site navigation behavior, and to develop and implement algorithms for link‐structure personalization.

The principal methodology used for design benchmarking is a survey of corporate web sites of some US Fortune 500 companies and top Indian companies and statistical analysis of the data so collected. The principal methodological approach for modeling user behavior, user's interest and algorithms for link‐structure personalization, is the development of a Markov decision process (MDP) in the overall framework of a semi‐Markov model and implementing the same in a link‐structure personalization system.

It is observed that the functional web site features significantly differ for the sites dealing with various product categories whereas the non‐functional features do not. The over‐stressed or under‐stressed features in the Indian web sites are found. The statistics generated from the user behavior model are validated against the real life user behavior and found satisfactory. The appropriateness of the link‐structure personalization algorithms is established by comparing the set of links generated by the algorithm with the links generated by the optimal policy of the underlying MDP.

The corporate that have been considered are conglomerates offering a number of products and services. But we categorize these sites based on their major product offering. Our approach of modeling the user behavior as a semi‐Markov process is possible because of our advanced implementation infrastructure. Undesirable network effects like delays, bandwidth, etc. may not make such a model that attractive in a very traditional type of environment. But the data collected in such environment can still be mined after adequate pre‐processing and appropriate normalization

Using the benchmark proposed in this model a webmaster can evaluate his web site. The sites with low site evaluation index can be improved by adding features with high weight depending on the product offering of the company. Webmaster can design the three level information architecture described in the paper and subsequently implement link‐structure personalization algorithm to improve site navigability. Besides improving site navigability the user behavior data collected thereon can be mined to generate other valuable information.

To assess and enhance the usability of an ecommerce site our work proposes: a benchmark to evaluate commercial web site design; a stochastic model to study and understand user behavior; an algorithm to personalize link‐structure of a commercial web site, and a general framework to implement a link‐structure personalization system.