Web Quality in IT Industry

Abstract

The enhanced internet penetration and the increased usage of the facilities provided by the e-commerce websites, and thus generate the urge to find out the best amongst the options and the factors determining it. This chapter tries to explore the optimally performing e-commerce websites in the Indian context based on the evaluation parameters highlighted by WebOual. The issue of website quality is tackled from the perspective of 'Voice of the Customer'. In this chapter an online survey is administered through questionnaire with a sample of 60 respondents in Delhi & NCR, to examine the customers' satisfaction level involved with website quality that is influenced by a series of quality dimensions which hinder in delivering the best web quality in IT industry. To observe the questionnaire WEBQUAL instrument was used and response was taken to examine the different aspects associated with customer's satisfaction level. It is tested with the help of regression analysis.