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This study aims to examine the impact of website design, reliability and perceived ease of use as an engagement motivational factors on customer e-trust and e-retention in online shopping.

By using deductive approach, quantitative methods and purposive sampling technique, this study has collected the data from 295 young online customers to enhance an understanding of website design, reliability and perceived ease of use in an online shopping context.

The findings revealed interesting insights where reliability is the most significant predictor of customer e-trust in online shopping, followed by perceived ease of use and website design. In addition, a significant mediating effect of e-trust is found between customer e-retention, website design, reliability and perceived ease of use.

Future research is recommended to predict the antecedents of online engagement motivational factors with value co-creation and co-creation experience in online shopping context.

This study offers fresh insights about driving elements and impediments of online customer retention. Customer engagement comprising of website design, reliability and perceived ease of use appear to influence the online customer retention through direct and indirect effect.

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。

The field of website quality evaluation attracts the interest of a range of disciplines, each bringing its own particular perspective to bear. This study aims to identify the main characteristics – methods, techniques and tools – of the instruments of evaluation described in this literature, with a specific concern for the factors analysed, and based on these, a multipurpose model is proposed for the development of new comprehensive instruments.

Following a systematic bibliographic review, 305 publications on website quality are examined, the field's leading authors, their disciplines of origin and the sectors to which the websites being assessed belong are identified, and the methods they employ characterised.

Evaluations of website quality tend to be conducted with one of three primary focuses: strategic, functional or experiential. The technique of expert analysis predominates over user studies and most of the instruments examined classify the characteristics to be evaluated – for example, usability and content – into factors that operate at different levels, albeit that there is little agreement on the names used in referring to them.

Based on the factors detected in the 50 most cited works, a model is developed that classifies these factors into 13 dimensions and more than 120 general parameters. The resulting model provides a comprehensive evaluation framework and constitutes an initial step towards a shared conceptualization of the discipline of website quality.

An official destination website (ODW) is a key component for tourist’s decision-making processes. ODW acts as a direct channel where users may share experiences and opinions about previous or future travels. At the same time, it drives user participation in destination branding activities. In this context, it is crucial to identify how the destination website, using Web 2.0 technologies, could motivate user’s participation with the brand. The purpose of this paper is to propose and evaluate a model that posits the destination website quality as a determinant factor to predict users’ attitudes toward the website and their willingness to participate in co-creation experiences.

Using a combined qualitative and quantitative method, this paper provides an exploratory research that examines the role of destination website quality on attitudes toward the website and the willingness to participate in online co-creation experiences.

Findings confirm that there is a direct and significant relationship between website quality, attitudes toward the website and willingness to participate in online co-creation experiences. Moreover, attitudes toward the website partially mediate relationships between destination website quality and willingness to participate in online co-creation experiences.

The literature of value co-creation is trying to identify which factors drive consumer’s participation with brands across different consumption contexts. This study provides evidence that confirms, from a tourism destination website point of view, that website quality is one of these key factors that motives user’s co-creation with a destination.

Online shoppers make product purchase decisions based on product information shown on a retailer's website and potentially in comparison to that seen on competitors' websites. Insufficient, poor quality or missing information about a product can lead to reduced retailer sales. Measuring online product information quality (PIQ) is therefore an essential element in helping retailers maximize their potential success. This paper aims (1) to identify directly quantifiable PIQ criteria, (2) to assess the effects of PIQ and (3) to evaluate the moderating effect of product involvement.

The authors conducted a scenario-based experiment within 3,544 do-it-yourself (DIY) online shoppers from the United Kingdom (UK). Within an 8 × 2 × 2 between-subjects design, the authors manipulated the factors PIQ criteria (8), PIQ level (2) and product type (2).

The findings support that poor PIQ has a negative impact on consumers online shopping outcomes. The authors also found that the effects of PIQ differ between the various criteria, the product category and the level of consumer involvement in the selling process. In the context of product depiction, title readability and product attribute comparability with other retailers' websites a high level of PIQ is required. Moreover, high involvement products need a higher level of PIQ than low involvement products.

This research expands website quality and service failure literature by introducing PIQ criteria and its effects in the context of online retailing. The authors also establish actionable managerial recommendations to assist retailers to embrace and utilize PIQ to better understand their own potential website and thus business improvements.

The influence of website quality on online compulsive buying behavior (OCBB) in the context of online shopping based on the usage of a credit card (UCC) and online impulsive buying behavior (OIBB) was investigated in this study.

The authors used a research model to examine the relationships between the study components as per the prescription. For this investigation, the authors used an online survey form to obtain primary data from 350 respondents on social media. A covariance-based structural equation modeling approach was used to evaluate the structural research model and data.

The findings reveal that the quality of online shopping websites positively affects consumers' UCC and OIBB, and these in turn positively influence their OCBB.

The study emphasized impacting elements on consumer behavior and gave advice for future research based on the results. Using several dimensions of website quality, this study bridges the knowledge gap between UCC, OIBB and OCBB.

Based on UCC and OIBB, the authors developed a new model to investigate the link between website quality and OCBB. To the best of the authors' knowledge, it is the first experimental result that assesses the impact of website quality on OCBB.

This paper examines in detail how the use of storytelling with parallax technology can influence the user experience (UX) in online shops as well as brand- and behavior-relevant variables. Furthermore, this study analyzes the causal relationships between UX, brand attitudes and brand-related behavioral intentions in terms of purchase intention and price premiums. Explicit and implicit paths of human information processing are considered.

A sample of 266 respondents completed a web-based experiment under two conditions (text-based vs parallax storytelling online shop). An existing and operational online shop was used. The causal relationships were assessed by using partial least squares structural equation modeling (PLS-SEM). To measure implicit information processing, a single category implicit association test was applied.

By applying the storytelling technique with parallax scrolling, the online shop increased visitors' UX on explicit and implicit information processing levels and increased the online shop's overall perceived attractiveness. Storytelling with parallax motion enables an efficient transmission of brand-related associations to consumers' minds, enhances their explicit and implicit brand attitudes and increases their willingness to pay a higher price. Moreover, this study provides empirical evidence on the effects of UX on brand-related measures by applying PLS-SEM and thus reveals a causal chain of effects from UX on online shop attractiveness, brand attitude and behavioral intentions. Again, explicit and implicit perceptions were considered.

Science and practice are increasingly emphasizing that storytelling emotionalizes content, which facilitates effective communication and builds strong relationships with customers. Little evidence exists about its efficient implementation in an online shopping context and in fulfilling hedonic and pragmatic needs throughout the online journey. This study provides novel insights into managing online shoppers' UX, brand-related perceptions and behavioral intentions with the optimal use of techniques to implement storytelling. Furthermore, this is one of the first studies to holistically consider the human perception of online shops by drawing on theories and methods of psychology, marketing, consumer behavior, brand research and consumer neuroscience and considering explicit and implicit information processing in terms of hedonic and pragmatic UX and brand-related measures.

The purpose of this study is to analyze the influence of booking website (hotel or third-party) characteristics and hotel star-rating classification, as signals of quality, on travelers’ relationships with hotels or hotel chains, taking into account the moderating effect of travelers’ tendencies to seek variety.

To test the hypothesized relationships, structural equation modeling was performed. A multi-group analysis was also conducted to test the moderating effect of travelers’ variety seeking.

Both booking website quality and star rating improve customer satisfaction with specific experiences at hotels and behavioral intentions toward hotels. The results also show that travelers’ variety-seeking levels (low/high) exert a moderating effect on their overall relationships with hotels, and quality signals are more relevant for those who are less inclined to seek variety in their travel experiences.

This paper analyzes the importance of quality signals on travelers’ relationships with hotels in an electronic shopping environment. Furthermore, the influence of travelers’ variety-seeking in the hotel sector in particular is studied. For hotel managers, a better knowledge of this personality trait can help to apply successful segmentation strategies.

Este estudio analiza la influencia de las características del sitio web de reserva -web propia del hotel o de un tercero- y del número de estrellas del hotel, como señales de calidad, en la relación del cliente con el hotel o cadena, teniendo en cuenta el efecto moderador de la tendencia del viajero a buscar variedad.

Para probar las hipótesis, se llevó a cabo un modelo de ecuaciones estructurales (SEM). También se realizó un análisis multi-grupo para probar el efecto moderador de la búsqueda de variedad del viajero.

Tanto la calidad del sitio web de reserva como las estrellas favorecen la satisfacción del cliente con la experiencia concreta en el hotel y, finalmente, las intenciones de comportamiento hacia el hotel. Además, el análisis muestra que el nivel de búsqueda de variedad del viajero (bajo/alto) ejerce un efecto moderador en su relación global con el hotel y que las señales parecen ser más relevantes para los individuos con menor tendencia a buscar variedad en sus experiencias de viaje.

Este trabajo analiza la importancia de las señales de calidad en la relación de los viajeros con los hoteles en un entorno de compra electrónica. Además, se estudia la influencia de la búsqueda de variedad de los viajeros en el sector hotelero en particular. Un mejor conocimiento de este rasgo de la personalidad puede ayudar a los gerentes de hotel a aplicar estrategias de segmentación exitosas.

摘要

本研究的目的是分析作为品质判断因素的预订网站(酒店或第三方)特征和酒店星级评分分类对游客与酒店或连锁酒店关系的影响，并考虑游客寻求多样性倾向的调节作用。

为了检验假设的关系，我们进行了结构方程建模。本研究还采用多组分析的方法来检验旅客的多样性寻求的调节作用。

预订网站的质量和星级评分都可以提高客户对酒店具体体验的满意度和对酒店的行为意向。结果还表明，游客的多样性寻求水平(低/高)对他们与酒店的整体关系具有调节作用，而质量因素对那些不太倾向于在旅行体验中寻求多样性的人更相关。

本文分析了在电子购物环境下，品质因素对游客与酒店关系的重要性。此外，本文还特别研究了游客的多样性寻求对酒店行业的影响。对于酒店管理者来说，更好地了解这一个性特征有助于成功地应用细分策略。

Social commerce websites entail a completely new scenario for retaining e-customers due to the richness of their social interactions. Nowadays, users can interact with companies and with other users; hence, it is considered important to study how social stimuli affect users. Drawing on the Stimulus Organism Response framework and Flow Theory, this paper aims to propose that the social stimulus (sPassion) has a positive effect on the organism (state of flow) causing positive responses from users (flow consciousness, trust and eLoyalty).

The data were collected through an online survey. The sample consists of 771 users of social commerce websites, of which 51 per cent are male and 49 per cent female, aged between 16 and 80 years. The structural equation model statistical software EQS 6 was used to test the model.

The empirical results confirm that passionate users are prone to experience state of flow, and, as a consequence, they are conscious of this optimal experience, resulting in an increase in trust.

The originality of this research stems from analysing how users’ passion on social commerce creates an optimal experience that boost customers’ retention.

Las páginas web de social commerce ofrecen un escenario completamente diferente al estudiado hasta la fecha, favoreciendo la retención de clientes en Internet gracias a la riqueza de las interacciones sociales del medio. En la actualidad los usuarios pueden interactuar tanto con la compañía como con otros usuarios, de ahí que se considere importante estudiar cómo los estímulos sociales afectan a los usuarios. Enmarcado en el modelo SOR (del inglés stimulus, organism, response) y la Teoría del Flujo, este estudio propone que el estímulo social (la pasión en el social commerce) tiene un efecto positivo sobre el organismo (estado de flujo), causando respuestas positivas en los usuarios (consciencia de flujo, confianza y lealtad online).

Los datos fueron recogidos a través de una encuesta online. La muestra está compuesta por 771 respuestas de usuarios de páginas de social commerce, de los cuales el 51 per cent son hombres y el 49 per cent mujeres, con edades comprendidas entre los 16 y los 80 años. Para testar el modelo se utilizó el software estadístico EQS 6 para modelos de ecuaciones estructurales.

Los resultados empíricos confirman que los usuarios más apasionados son más propensos a experimentar el estado de flujo y, como consecuencia, son conscientes más de alcanzar ese estado de experiencia óptima, lo que tiene como resultado un incremento de su confianza en la página web de social commerce.

La originalidad de esta investigación radica en analizar cómo la pasión de los usuarios en entornos de social commerce crea una experiencia óptima que ayuda a retener clientes.

Personas are lifelike characters that are driven by potential or real users’ personal goals and experiences when interacting with a product. Personas support user-centered design by focusing on real users’ needs. However, the use of personas in educational research and design requires certain adjustments from its original use in human-computer interface design. This paper aims to propose a process of creating personas from phenomenographic studies, which helps us create data-grounded personas effectively.

Personas have features that can help address design problems in educational contexts. The authors compare the use of personas with other common methodologies in education research, including phenomenology and phenomenography. Then, this study presents a six-step process of building personas using phenomenographic study as follows: articulate a design problem, collect user data, assemble phenomenographic categories, build personas, check personas and solve the design problem using personas. The authors illustrate this process with two examples, including the redesign of a professional development website and an undergraduate research program design.

The authors find that personas are valuable tools for educational design websites and programs. Phenomenography can productively help educational designers and researchers build sets of personas following the process the authors propose.

The use and method of personas in educational contexts are scarce and vague. Using the example contexts, the authors provide educational designers and researchers a clear method of creating personas that are relatable and applicable for their design problems.