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Websites are the most important element of company strategy in the digital space. Therefore, establishing strategic management of online business is essential to improve firm connectedness and competitiveness and to achieve global company reach. This paper aims to propose the analysis of technical and content quality of websites to identify the main weaknesses and strengths of online business.

An innovative measurement instrument called IWebQEI is designed to measure web quality level. This instrument is validated with data from 104 international companies. The results are used to verify whether there are quality differences between informative and e-commerce websites.

The main findings indicate that e-commerce websites achieve greater levels of technical and content quality than informative sites, and companies implementing e-commerce pay more attention to the content quality dimension. In contrast, companies using an informative website are more focused on the technical quality dimension. Based on these results, practical insights are offered to improve the strategic management of e-commerce.

Few studies have focused on analysing the technical and content quality of websites to identify the main weaknesses and strengths of online business. The results offer important theoretical and practical contributions for companies on how to manage their website to improve firm connectivity and competitiveness.

Los sitios web son el elemento más importante de la estrategia digital de la compañia. Una gestión estratégica del negocio online es esencial para mejorar su conectividad, competitividad y para conseguir su alcance global. Este trabajo propone el análisis de la calidad técnica y de contenido de sitios web para identificar las principales debilidades y fortalezas del negocio online.

Para medir el nivel de calidad web, se ha diseñado un innovador instrumento de medición, denominado IWebQEI. Este instrumento se valida con datos de 104 empresas internacionales. Los resultados se utilizan para comprobar si existen diferencias de calidad entre las webs informativas y los e-commerce.

Las resultados indican que los e-commerce alcanzan mayores niveles de calidad técnica y de contenido que las webs informativas, y las empresas que implementan un e-commerce prestan más atención a la calidad de contenido. En cambio, las empresas que implementan una web informativa se centran más en la calidad técnica. A partir de estos resultados se ofrecen ideas prácticas para mejorar la gestión estratégica del e-commerce.

Pocos estudios analizan la calidad técnica y de contenido de los sitios web para identificar las principales debilidades y fortalezas del negocio online. Los resultados ofrecen importantes contribuciones teóricas y prácticas sobre cómo gestionar los sitios web para mejorar la conectividad y la competitividad de la compañia.

企业网站是公司在数字空间中战略的最重要元素。因此, 建立在线业务本身的战略管理对于提高公司的连通性和竞争力以及实现公司的全球影响力至关重要。本文提出对企业网站的技术和内容质量进行分析, 以确定在线业务的主要弱点和优势。

设计了一个创新的测量仪器, 称为IWebQEI, 用于测量网络质量水平。该仪器通过104家国际公司的数据进行验证。结果被用于检查信息网站和电子商务网站之间是否存在质量差异。

主要研究结果表明, 总体而言, 电子商务网站的技术质量和内容质量水平高于信息类网站, 实施电子商务的公司更注重内容质量维度。相比之下, 实施信息型网站的公司则更注重技术质量维度。基于这些结果, 为改进电子商务的战略管理提供了实际的见解。

以前的研究很少关注分析企业网站的技术和内容质量, 以确定在线业务的主要弱点和优势。研究结果为企业提供了重要的理论和实践贡献, 即如何管理企业网站以提高公司的连通性和竞争力。

To understand the relationship between web site quality and consumers' web attitudes and purchases.

The paper constructs and tests a model linking four sub‐dimensions of web site quality to purchasing intent of consumers using data gathered via a field survey.

Only the technical dimension of web site quality influences consumers' purchasing behavior both directly and indirectly through their attitudes towards the web site. Specific content quality and appearance quality have relatively stronger association with consumers' attitudes towards the web site than technical quality and general content quality do.

First, the present study used a sample of students in testing the proposed model. In the future, there may be a need to re‐test the same research model using a wider sample of web consumers. Second, attitudes toward and intentions to buying online may change over time and this study does not take this fact into account. Future research may need to examine the proposed relationships using a longitudinal design.

It was shown that by giving attention to building a technically sound web site with effective content and attractive design, an organization could bring in more consumers to its online business and convince them to make purchases.

Understanding the link between multiple dimensions of web site quality and purchasing behavior of web consumers should help organizations know how to improve forward integration with their customers. Previous research, although helpful, failed to examine this important relationship. This paper tries to fill this void in the literature.

The growth of the Internet has created an explosion of sites that seek to provide information and conduct business transactions. The service industry and especially online banking stand to gain from that development. This study, anchored in the marketing, social psychology, media, and information systems literature, investigates how users perceive the Internet’s abilities to conduct banking activities. Results show variation in media perceptions for the same online banking site across various task environments. The results indicate that user perceptions of the Internet medium depend on task complexity and that technology can serve as a mitigating factor to improve media and quality perception.

Measuring service quality in online retail is critical. The purpose of this paper is to put in foreground key methodological issues of prevailing research related to scale development for the measurement of service quality in the context of online retail.

Content analysis of 30 research papers sourced from prestigious databases has been done to detect defects within research and sampling methods, survey administration, item generation and purification, dimensionality analysis, reliability and validity assessment. Also observations regarding dimensionality of online service quality constructs have been highlighted.

Study revealed deficiencies in sample size and composition, quantitative orientation in research methods, leniency in item generation/purification and negligent assessment of reliability and validity. It was found that e-service quality is multidimensional in nature and there is no consensus on number and nature of dimensions, although security/privacy, website design, reliability, responsiveness and information emerged as most cited dimensions. Electronic and traditional service quality dimensions displayed analogy in direct or adapted form.

This paper is first to highlight key methodological issues of prevailing research on e-service quality scale development in context of online retail. Implications for researchers and managers are summarized at the end of the study.

The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall quality, value and loyalty.

Field research was conducted by using a structured questionnaire, utilizing the E‐S‐QUAL model and replicating the work of the model's developers. Principal component analysis, reliability tests and multiple regression analyses were performed to both confirm the scale factor structure and answer the research questions.

The analysis of the research data confirmed the four factor structure of E‐S‐QUAL in the context of e‐commerce in Greece and produced similar results to those of the initial research. Efficiency was proved to be the highest ranked dimension since it has a significant positive effect on all three dependent variables, namely perceived overall quality, value and loyalty. Privacy has a positive significant effect on both perceived overall quality and value. Fulfillment was found to have a significant positive effect only on perceived overall quality, while service availability affects positively only perceived value.

The present study contributes to the examination of E‐S‐QUAL's applicability in different settings and to the verification of its factor structure. Moreover, the study provides useful insight into the effect of electronic service quality on customer perceived value and loyalty.

This exploratory research intends to extend our understanding of service quality and customer satisfaction within the setting of online securities brokerage services. Based upon conceptual frameworks from the areas of services marketing and information systems management, the authors uncovered 52 items across 16 major service quality dimensions by content analysis of 740 customer reviews. The results indicate that primary service quality dimensions leading to online customer satisfaction, with the exception of ease of use, are closely related to traditional services while key factors leading to dissatisfaction are tied to information systems quality. In addition, major drivers of satisfaction and dissatisfaction are identified at the sub‐dimensional level. Theoretical contribution and managerial implications of the findings are further discussed.

The purpose of this research is to explore the impact of online service quality on the level of customer delight and on the development of customer relationships.

A self‐complete survey was used to collect data from a convenience sample of 200 Australian respondents who use online banking. Factor analysis and structural equation modelling were used to test the proposed model of relationships.

Online service quality has no impact on customer delight, e‐trust or the development of stronger relationships with customers. It does have a relationship to e‐loyalty. However, the “efficiency” dimension of online service quality is related to e‐trust and also indirectly to relationship strength through e‐trust. The “personal need” and “site organization” dimensions of online service quality are related to e‐loyalty, with “personal needs” exhibiting the strongest impact. Customer delight has no relationship to online service quality, nor e‐trust, relationship strength or e‐loyalty.

Generalizability is the main issue. Further research is required to confirm results and examine the identified lack of association between customer delight and e‐loyalty. Further exploration of all scales is recommended. Online service quality is not a sufficient method for retaining customers through relationship building and does not result in delighting customers.

Online service quality is not enough to develop strong relationships with bank customers. Banks can achieve customer loyalty through attending to their personal needs in online situations as well as providing a well organized site. Alternatively, if banks wish to develop strong relationships with customers, they must provide user‐friendly and efficient websites while also developing trust in the website. Relationship building and e‐loyalty appears to represent different things to different customers. Therefore, online service quality alone is not a sufficient means of building strong relationships and retaining customers.

Results provide important insights into the impact of online service quality on relationship building with customers. Also online service quality for banks appears different to other previously researched retail settings and has different associated outcomes.

The purpose of this paper is to investigate risk reduction strategies in online shopping through the perspective of buyer’s trust.

An explanatory research approach is adopted to identify cause-and-effect relationships between e-quality and customers’ loyalty, satisfaction and trust. This approach is accomplished through field research, which is based on a structured questionnaire that utilizes the E-S-QUAL tool, which is a multiple-item general scale for measuring electronic service quality. The sample is consisted of 92 e-buyers (consumers).

The field research revealed that three e-quality dimensions, namely, ease of use, customization and assurance, e-scape and responsiveness, have significant positive effects on e-loyalty and e-satisfaction. Regarding e-trust, only customization and assurance exerts a significant positive effect.

The field research provides in-depth understanding of relationships among e-loyalty, e-satisfaction and e-trust. The majority of the respondents are young people living in Athens, Greece, highly educated, with a relative low monthly income.

This study investigates how trust is affecting the consumers’ engagement to e-commerce, suggesting the appropriate security that should be taken to mitigate perceived risks. Reviewing security measures can help reduce risks of an e-company and simultaneously enforce the level of trust and customers' intentions to buy.

To provide an initial framework for online third party complaining and complimenting behavior as a consequence of online product or customer service failure or success, using a third party consumer evaluation web site.

Based on critical incidents supplied by consumers in a third party consumer forum web site, a clear picture of the type and frequency of online service failures and successes is expected to develop using critical incident technique and scientific text analyzing methods for qualitative analysis.

The speed of shipping, shipping materials or packaging and customer service appear to be critical for the online transaction to be a success. Ease of ordering was shown to influence the likelihood of complimenting the most. The results provided support for the existence of bivalent satisfiers, monovalent satisfiers and monovalent dissatisfiers within the online retail environment.

Text analyzer has certain software limitations that should be considered. While searching for word patterns, it is possible for the software to use one of several clustering methods, which may be open to subjective interpretation to some extent. The quantitative portion of the study was also limited by the four attribute categories that were used by the online third party web site.

The results provide very practical information and impartial advice for online retailers to improve their service by managing reputation in third party consumer evaluations.

Provides an initial step towards understanding the nature of online store third party complimenting and complaining behaviour.

This paper aims to explore the potential uses of CD‐ROMs in multicultural education through an analysis of the development of a digital archive of political posters relating to the Northern Irish conflict.

The author draws on literature on the relationship between new media platforms and the construction of knowledge to make some observations about the way in which different forms of media can enable us to think in different ways.

As a pedagogical tool, CD‐ROMs strike a good balance between the limitations of the codex book and the anarchic nature of the world wide web.

This paper illustrates the importance of distinguishing between different forms of new media.

Most analyses of digitisation tend to conflate CD‐ROMs and the world wide web. This paper argues that a clear distinction should be made between the two media platforms, the value of which is to illustrate the extent to which the former avoids some of the weaknesses that abound in the latter.