Search results

1 – 10 of 263
Article
Publication date: 2 July 2021

Phil Longstreet, Stoney Brooks, Mauricio Featherman and Eleanor Loiacono

The purpose of this paper is to determine which design and operational attributes of e-commerce websites consumers use to assess website quality. Cue utilization theory is used to…

2250

Abstract

Purpose

The purpose of this paper is to determine which design and operational attributes of e-commerce websites consumers use to assess website quality. Cue utilization theory is used to examine the explanatory power, robustness and relevance of the WebQual model. Results indicate which WebQual dimensions are the most relevant and salient to website users. These dimensions are categorized by their perceived and confidence values. A second study is conducted about how website users evaluate and utilize the WebQual dimensions.

Design/methodology/approach

Survey methodology was utilized to provide insight into the nomological validity of the WebQual model by examining it through a cue utilization lens.

Findings

The first study categorizes the WebQual dimensions on their ability to provide a diagnostic measure of website quality, and consumer confidence in their ability to use these cues when judging the website's overall quality. The second study presents results of each dimension in relation to the quality evaluation of an actual e-commerce website. Additional analysis also revealed gender differences in cue utilization.

Originality/value

This study provided insight into WebQual-based research and identified original differences in cue utilization across genders. Results suggest that it may be beneficial for brand managers to focus on a subset of quality dimensions, rather than assume that consumers are comfortable using all website attributes to formulate quality judgments. These, results contribute to multiple literatures by providing a model that developers can utilize to focus on the deterministic characteristics of overall website quality. Further, the cue utilization perspective provides additional avenues for fruitful further research into consumer decision-making in the e-commerce context.

Details

Information Technology & People, vol. 35 no. 4
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 9 May 2022

Mohammadreza Esmaeili Givi, Hamid Keshavarz and Zahra Kargar Azad

Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify…

Abstract

Purpose

Using asymmetric impact–performance analysis for examining an asymmetric relationship between user satisfaction and website features, the present research aims to identify features of high priority for quality improvement. For doing so, the current research was conducted in the context of the E-learning website of the most prestigious university in Iran, namely, the University of Tehran.

Design/methodology/approach

The main question was which of the three groups of basic, performance and excitement factors has the required dimensions of the quality of the website based on the model WebQual 4.0 by considering Kano’s user satisfaction model and impact–performance analysis. This is a descriptive survey, applied and cross-sectional study. The study population included Tehran University’s students who enrolled in virtual courses in the academic year 2020–2021 from which a sample of 457 students was selected. The data collection tool was the questionnaire of Webqual 4.0, as well as a researcher-made questionnaire to measure end-user satisfaction.

Findings

Using structural equation modeling and multiple regression, the findings showed that the customer’s overall satisfaction with the mentioned website is primarily affected by the feature interaction with services, including the two structures of trust and empathy, and then the dimensions of usability and quality of information. Examining the Webqual 0.4 dimensions indicated that the website usability dimension is a part of the high-performance excitement factors group, the information quality dimension is a part of the high-performance basic factors group and the website interaction dimension is in the low-performance basic factors group.

Originality/value

The research is highly innovative taking the theoretical model of Kano and methodological investigation of asymmetric impact–performance analysis into consideration alongside the WebQual 4.0 as a fundamental model for website assessment. Moreover, the research was conducted on an E-learning website, which is unique and a necessity amid the COVID-19 pandemic.

Details

Information Discovery and Delivery, vol. 51 no. 1
Type: Research Article
ISSN: 2398-6247

Keywords

Article
Publication date: 1 July 2003

Stuart J. Barnes and Richard Vidgen

As organizations have begun increasingly to communicate and interact with consumers via the Web, so the appropriate design of offerings has become a central issue. Attracting and…

3988

Abstract

As organizations have begun increasingly to communicate and interact with consumers via the Web, so the appropriate design of offerings has become a central issue. Attracting and retaining consumers requires acute understanding of the requirements of users and appropriate tailoring of solutions. Recently, the development of Web offerings has moved beyond the commercial domain to government, both national and international. This paper examines the results of a quality survey of a Web site provided by the OECD. The site is examined before and after a major redesign process. The instrument, WebQual, draws on previous work in Web site usability, information quality, and service interaction quality to provide a rounded framework for assessing e‐commerce and e‐government offerings. The metrics and findings demonstrate not only the strengths and weaknesses of the sites, but also the different impressions of users in member countries. These findings have implications for e‐government Web site offerings.

Details

Industrial Management & Data Systems, vol. 103 no. 5
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 10 April 2009

Dieter Fink and Casty Nyaga

The aim of this paper is to benchmark the quality of web sites of major public accounting (PA) firms by seeking the opinions of potential clients and analysing the data to…

1623

Abstract

Purpose

The aim of this paper is to benchmark the quality of web sites of major public accounting (PA) firms by seeking the opinions of potential clients and analysing the data to establish best quality practice for PA web sites.

Design/methodology/approach

The study was conducted in a controlled laboratory setting in which potential clients of PA firms used a modified version of the WebQual™ questionnaire to evaluate the web sites of six leading PA firms. Design science provided the guiding paradigm but its weaknesses were ameliorated by drawing on constructivism and pragmatism to provide context and practicality for the research.

Findings

The study established web site quality profiles of six leading PA firms. The interpretation of findings is influenced by axiology and rhetoric and are both unbiased (determined by statistical means) and biased (influenced by the researchers' values). Data analysis clearly showed that the usability construct reflected the highest quality at all levels while riskiness was the construct with the lowest quality level.

Research limitations/implications

The use of multiple paradigms (design science, constructivism, and pragmatism) produced the desired insights to determining web site quality issues for the PA sector for the key reason that they complemented each other rather than being in conflict. However, the usefulness of the approach is dependent on follow‐up research to confirm the findings with the PA firms concerned and to monitor any action taken by them in response to the study's findings.

Practical implications

By benchmarking a number of PA web sites, practices within the sector will be able to learn from the findings and be able to improve the quality of their web sites thereby retaining the competitive edge to meet their clients' needs.

Originality/value

The paper reflects on the value of the multi paradigm approach to web site quality research design and conduct and discussion of findings. It was concluded that design science provided the necessary research rigour while the other two paradigms enabled the researchers to bring their worldviews on ontology, epistemology, axiology and rhetoric to the research.

Details

Benchmarking: An International Journal, vol. 16 no. 2
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 2 November 2015

Brendan E. Asogwa, Cyprian I. Ugwu and Ferdinand C. Ugwuanyi

The purpose of this paper is to evaluate the quality of online services in academic libraries in Nigeria. It seeks to assess the functionality of electronic infrastructures, to…

1998

Abstract

Purpose

The purpose of this paper is to evaluate the quality of online services in academic libraries in Nigeria. It seeks to assess the functionality of electronic infrastructures, to expose areas where the service needs of users are not adequately provided and to recommend solutions.

Design/methodology/approach

The sample population was 210 staff and students who used electronic resources in Nigerian university libraries during the 2012-2013 academic session. A questionnaire was the main instrument for data collection. Modified WebQual four performance indicators were designed and used to measure: library equipment, library website, online public access catalogue (OPAC) and e-user education in the university libraries. The five-point service performance scale that ranged from very poor performance to excellent was used in measuring the views of the respondents.

Findings

None of the indicators was rated excellent; six were rated good; nine were average; two and five indicators scored poor and very poor, respectively. Poor funding, intermittent power supply and weak telecommunication infrastructures were among the major impediments to online services in Nigerian universities. Through adequate funding and prudent management of library funds, online services in Nigerian university libraries could meet global standards.

Practical implications

Results from this paper could guide library management on several concrete remedial actions to sustain e-service performance that could meet the missions and visions of contemporary academic libraries.

Originality/value

This paper was the first to apply WebQual model in the evaluation of electronic performance quality of academic libraries in Nigeria.

Details

The Electronic Library, vol. 33 no. 6
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 1 September 2003

Spiros Gounaris and Sergios Dimitriadis

The article explores the quality dimensions that the visitors of national and foreign business‐to‐consumer portals use to assess the performance of their service offering. Based…

4062

Abstract

The article explores the quality dimensions that the visitors of national and foreign business‐to‐consumer portals use to assess the performance of their service offering. Based on the SERVQUAL model and previous research on Web site evaluation and quality, the paper identified three quality dimensions that proved to be stable across sites’ nationality and user profiles. Several implications are drawn from these results for both Web site marketers and future academic research.

Details

Journal of Services Marketing, vol. 17 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 10 November 2020

Shubhangi Singh, Marshal M. Sahni and Raj K. Kovid

Considering the ubiquity of FinTech services, the study proposes a research framework to examine FinTech adoption and use from the technology acceptance perspective by adding…

7424

Abstract

Purpose

Considering the ubiquity of FinTech services, the study proposes a research framework to examine FinTech adoption and use from the technology acceptance perspective by adding sub-constructs of technology acceptance model (TAM), unified theory of acceptance and use of technology (UTAUT), ServPerf and WebQual 4.0. This study broadly classified these sub-constructs in three dimensions: adoption, behavior and technological and explores the relationship between these attributes. It also proposes that digital behavior (Internet experience and level of awareness) and demographic characteristics (age and gender) moderate the main relationships.

Design/methodology/approach

The measurement scale for the study is developed through iterative discussion with domain experts. The data are collected from 439 active Internet users though a digital survey and analysis were done by applying structural equation modeling and multi-group analysis.

Findings

Perceived usefulness and social influence are found to be the key determinant for behavior intention to use FinTech services, with social influence having significant negative influence. Actual use is significantly influenced by ease of use and social influence but is not determined by behavior intention and perceived usefulness. Behavioral attributes are significantly impacted by technological attributes and digital behavior. Also, age significantly affects the perception of security among older users.

Practical implications

This study will help FinTech service providers to design FinTech services considering a wide spectrum of users. More consideration should be on enhancing the usefulness and security features to create social affirmations for the use of FinTech services. This will entice users for frequent use and attract nonusers to do their first online financial transaction.

Originality/value

The study adds to the technology acceptance literature by incorporating relevant technological and behavioral attributes and investigating the moderating effect of digital behavior and demographic characteristics. It contributes to the understanding of user beliefs and perceptions about actual use of FinTech services.

Details

Management Decision, vol. 58 no. 8
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 1 April 2014

Reza Etemad-Sajadi

The purpose of this study is to measure the perception and the behavioural intention of web-users who interact with a virtual agent on a web site. The author wants to measure the…

1655

Abstract

Purpose

The purpose of this study is to measure the perception and the behavioural intention of web-users who interact with a virtual agent on a web site. The author wants to measure the added value of this technology in terms of providing e-service and measure web-users' desire to have a concrete experience with a firm after experiencing its web site.

Design/methodology/approach

The author integrated a virtual agent on a restaurant's web site and conducted an online survey. The author asked respondents to interact with the virtual agent and then fill in the questionnaire. The author used the expanded version of the technology acceptance model (TAM) for measuring the intention of potential customers to accept a new technology and for evaluating the characteristics of the virtual agent. In order to measure the e-service quality, the author adapted items of WebQual to restaurant industry. As the author had several latent variables, the author used partial least squares (PLS), a variance-based structural equation modeling method.

Findings

Results show that the utilitarian and hedonic values of the virtual agent increase significantly the desire of potential clients to experiment the restaurant. Hedonic value seems to play a major role. This is a crucial factor for restaurant and hotel industries which can be considered as hedonic industries.

Practical implications

This research can help firms to manage relationships with current and potential clients through their web site. The nature of the company plays an important role in the success of the virtual agent's implementation. Even if in the case the author applied the virtual agent to a hedonic industry, a lot of companies in other sectors can benefit from having a virtual agent, especially if the company in question is service-oriented (e.g. bank, airline, etc.).

Originality/value

According to the author's knowledge, virtual agents have never been applied to restaurant/hotel industries before. The results of this research significantly advanced the understanding of the impact of virtual agents, especially in the hospitality industry. Moreover, the author applied the TAM to the characteristics of virtual agent, which is very new for the academic world. Finally, the framework the author presented in this research could be used as a basis of measurement of virtual agent effectiveness.

Details

International Journal of Quality & Reliability Management, vol. 31 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 1 July 2002

Stewart Adam, Rajendra Mulye, Kenneth R. Deans and Dayananda Palihawadana

Compares business use of the Internet (Net) and World Wide Web (Web) across Australia, New Zealand and the UK. The reported inter‐country comparison involves studies conducted by…

9490

Abstract

Compares business use of the Internet (Net) and World Wide Web (Web) across Australia, New Zealand and the UK. The reported inter‐country comparison involves studies conducted by the authors in a similar timeframe and using similar methodologies. Finds both similarities and differences across the three countries in how business uses the Web with UK firms more likely to be seeking strategic advantage from use of the Internet. In all countries, business use of the Web involves marketing communication; however, use of the Internet as a marketing channel for transactions is much lower. UK firms are more likely to use the Internet in relationship management than are Australasian firms. Concludes that there is less sophisticated business use of the Internet by Australasian companies relative to UK companies. Further concludes that there is a need for further research to resolve the conundrum facing marketing organisations in all three countries.

Details

Marketing Intelligence & Planning, vol. 20 no. 4
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 4 December 2018

Rami Mohammad Al-dweeri, Antonia Ruiz Moreno, Francisco Javier Llorens Montes, Zaid Mohammad Obeidat and Khaldoon M. Al-dwairi

The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in…

3433

Abstract

Purpose

The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in Jordanian youth users of online retailing.

Design/methodology/approach

The scale proposed in this study has been specifically constructed using the four models most recognised for measuring e-service quality: E-S-QUAL, WebQual, eTransQual and eTailQ. The dimensions used in this study are efficiency, privacy, reliability, emotional benefit and customer service. The research model was statistically tested by students in Jordan, using Amazon.com.

Findings

It is found that privacy, reliability, emotional benefit and customer service are important elements to measure the e-service quality, but efficiency is not. E-trust was found to be an antecedent of e-satisfaction, and behavioural loyalty an antecedent of attitudinal loyalty.

Originality/value

The contribution of this study is thus the investigation of the causal relationship between the e-service quality dimensions, e-satisfaction, e-trust, behavioural loyalty and attitudinal loyalty, where it is necessary to consider the subject in more depth and to examine e-service quality dimensions based on a proposed model constructed from the four most common models.

Details

Industrial Management & Data Systems, vol. 119 no. 4
Type: Research Article
ISSN: 0263-5577

Keywords

1 – 10 of 263