Website Quality Dimensions Research Articles

Effects of reputation and website quality on online consumers' emotion, perceived risk and purchase intention

PurposeThis research extends Mehrabian and Russell's Stimulus‐Organism‐Response model to include both external (i.e. reputation) and internal source of information (i.e. website quality) as stimuli which affect consumers' response systems. The purpose of this paper is to test a more comprehensive model consisting of reputation and website quality (stimuli), cognition and emotion (organism) and purchase intention (response).Design/methodology/approachIn total, 219 usable questionnaires were obtained at a large Midwestern university through online survey. Structural equation modeling (SEM) was employed for data analyses.FindingsReputation had a significant positive effect on consumers' emotion and significant negative effect on perceived risk. All four website quality dimensions had significant negative effects on perceived risk and significant positive effects on emotion, except for customer service. Perceived risk had a significant negative effect on consumers' emotion, and both perceived risk and emotion had a significant impact on purchase intention.Research limitations/implicationsThis research employed convenience sampling, which resulted in a majority of female respondents. The results may be generalized to a limited extent.Originality/valueThis study allows for empirical examination of the different effects of various components of retail websites on emotion, perceived risk and behavioral intentions. This research will add value to the related literature by filling the void of previous research and also will provide practical implications for online retailers on designing and maintaining positive consumer response. Strength of the research lies in its ecological validity, since respondents were not simply all reacting to the same single stimulus.

Assessing the Quality of A Restaurant's Website Using DINEWEBQUAL

The objectives of this study were to assess the quality of a restaurant Website using an instrument (DINEWEBQUAL) and to investigate customers' behavioral intention with regard to the restaurant Website. A questionnaire was administered to a convenience sample of 211 students in the Southwestern region of the United States. Respondents were randomly asked about family restaurant Websites. Confirmatory Factor Analysis (CFA) revealed that three dimensions, titled “Aesthetic,” “Ease of Use,” and “Product Quality Assurance,” have construct validity, and Cronbach's alpha coefficient and composite reliabilities were tested. Empirically, these three dimensions of Website quality in family restaurant Websites were supported by the structural equation modeling developed in this study.

Framework for a global quality evaluation of a website

PurposeThis paper aims to propose a high‐level structure for a global quality evaluation of a website. This structure is based on the characteristics, sub‐characteristics and attributes of three main dimensions (content, service, and technical quality) that will substantiate the development of broad website quality evaluation, comparison and improvement methodologies, according to particular sectors of activity and evaluator's perspective.Design/methodology/approachBased on the literature and the author's experience a framework is proposed for a global quality evaluation of a website.FindingsConsidering the results of some studies, as well as the systematisation of the knowledge available in several bibliographies, website quality can be grouped into three main dimensions: content quality, service quality, and technical quality. There has not yet been an evaluation methodology that focuses on these three main website quality dimensions in a broad and transversal sense.Originality/valueThe paper presents an innovative high‐level structure for a global quality evaluation of a website, based on three dimensions not previously considered together.

Quality Assurance of Nursing Web Sites

This article presents a study that evaluated the physical accessibility, readability, and usability of Spanish nursing Web sites and discusses the quality assurance issues raised, which are relevant to the wider nursing community. The Internet is recognized as an important source of health information for both nurses and the general public. Although it makes health-related information universally available, the wide variation in the overall quality of health Web sites is problematic. This raises many questions for the nursing profession: about what constitutes a good-quality Web site, about the nature of the information that nurses are finding and using to support their professional education, research, and clinical practice, and about the impact that Internet information ultimately has on health interactions and nursing care. The process of completing this small study showed that it is possible to usefully assess dimensions of Web site quality and suggested that it may be feasible to develop tools to help nurses evaluate national and international nursing Web sites. More research is needed to understand how nurses use the Internet to support their everyday professional practices, but the development and application of international Web site quality assurance tools may be important for maintaining professional nursing standards in the Internet age.

Development of Website Quality Dimensions of Home Appliance Enterprises Based on Exploratory Factor Analysis

The paper studied the quality features that are crucial to the success of HAEs websites. Firstly, the paper took a comprehensive review of literature. Secondly, focusing on user-friendliness, we identified 44 quality features, which were quantitatively measured by the questionnaire developed by us. Thirdly, data were collected from 260 subjects. Exploratory factor analysis resulted in the identification of six dimensions, which are customer service, product information and search, transaction, sale support, outlets information, accessibility. Finally, we discussed the implication and limitations of the findings and pointed out future research direction.

The Influence of Aviation Companies’ Perceived Websites Quality on E-Trust

In this study the researchers identify different perceived website quality dimensions. They empirically explore the influence of perceived Website quality dimensions (content, design, use and interactivity, privacy, security and customization) on E-trust: 247 students, instructors, and employees passengers from 12 nationalities in Jordanian, Arabian and American universities were the respondents of this study. A questionnaire was used to explore their perceptions of the last aviation company’s website quality (each of them traveled on) and their E-trust level. Multiple regression analysis was used to test the proposed model. The results indicated that while constructs use and interactivity and design were found to be predictors of E-trust, the constructs for security, customization, content and privacy were not. Perceived quality of website use and interactivity was the strongest predictor of E-trust. This knowledge can provide the website administrators in aviation companies with ways to increase trust in e-transactions among their passengers’ customers.

Consumer Selection of E-Commerce Websites in a B2C Environment: A Discrete Decision Choice Model

Despite the suggestions of friction-free information availability, considerable price dispersions for the same product are not uncommon across online retailers in the business-to-consumer (B2C) segment. Online customers do not necessarily always buy from the site with the lowest price, suggesting that other forces are at work. This paper presents and empirically examines a model that proposes that Web site value in terms of (perceived) Web site quality as well as awareness of the site and consumer differences (on price sensitivity) are key variables in explaining online consumer behavior in their choice of Web site despite the existence of price dispersions. Two hundred ninety-three students participated in a series of controlled laboratory experiments making use of two different types of products in terms of complexity and expensiveness (Canon digital camera Powershot S400 and digital versatile disc full-screen edition of Star Wars: Episodes I and II) that required them to interact with three different real-world Web sites offering each of these two branded products and make their decision on which of the three Web sites they will chose to buy the product from. The prices varied across the Web sites, as did the quality of the sites on various dimensions and site awareness of the participants. Conditional logit models of discrete choice for each of the two product types indicate differential influences of Web site quality dimensions and price sensitivity. A number of interesting implications emerge, and pointers to further extensions of the research theme are discussed.

The Impact of Website Quality on Information Quality, Value, and Loyalty Intentions in Apparel Retailing

This study investigated relationships among website quality, perceived information quality, perceived value, and loyalty intentions in the context of apparel online shopping. Analysis of data using structural equation modeling showed that among the website quality dimensions, interactivity, online completeness, ease of use, and entertainment significantly influence perceived information quality. Perceived information quality affects perceived value and loyalty intentions and perceived value influences loyalty intentions toward apparel retail websites. The post-hoc test revealed that entertainment and trust affect perceived value. Online completeness and entertainment were found to influence loyalty intentions. Strategic suggestions are provided for e-retailer improvement of website information quality, such as utilizing entertaining and engaging devices and designing their websites for consumer comprehension and enjoyment during the shopping experience.

Developing a Comprehensive Set of Website Quality Dimensions through Literature Review

Developing a Comprehensive Set of Website Quality Dimensions through Literature Review

The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context

Business-to-consumer electronic commerce deals with both Web-based information systems and marketing activities. Based on the information systems and marketing literature, this study proposes a research model for understanding the influences of website quality dimensions (system quality, information quality, and service quality) on customer satisfaction. Two system quality variables (website design and interactivity), two information quality variables (informativeness and security), and three service quality variables (responsiveness, trust, and empathy) are identified as critical variables that have an impact on customer satisfaction. Data from a survey of 297 customers of online bookstores were used to test the research model. Confirmatory factor analysis was conducted to test the validity of the measurement model, and the structural model also was analyzed to examine the associations hypothesized in the research model. The analytical results showed that website design, interactivity, informativeness, security responsiveness, and trust affect customer satisfaction, while empathy does not have a statistically significant effect on customer satisfaction. Overall, system quality, information quality, and service quality are important antecedents of customer satisfaction. Finally, the findings in this study are expected to provide helpful guidelines to both practitioners and researchers.

The impact of electronic service quality's dimensions on customer satisfaction and buying impulse

This paper proposes a conceptual framework for measuring the effects of electronic service quality dimensions on customer satisfaction and buying impulse. The functional nature of customer buying impulsivity is introduced as a moderator. This variable measures both the general tendency of customers either to trust or not to trust buying impulses and their level of satisfaction from impulsive purchases. The research utilised an online questionnaire administered to 4,109 clients of a leading French e-commerce Website specialising in electronic and cultural goods. The results highlight the principal dimensions of Website quality and their direct influence on customer satisfaction and impulse buying. In addition to this direct effect, the impact of Website quality dimensions on impulse buying is also mediated by customer satisfaction. Functional buying impulsivity moderates the influence of Website quality dimensions on satisfaction and on buying impulses as well as the influence of satisfaction on buying impulses. As a conclusion, limits and research avenues are examined and discussed.

Global online marketplace: a cross‐cultural comparison of website quality

AbstractThis study used Loiacono’s WebQualTM scale to compare 278 US and 347 Korean Internet users in terms of their perceptions of retail website quality. The results of the study suggested that the dimensionality of website quality was not consistent across the two samples. This study also examined which dimensions of website quality influenced shoppers’ satisfaction with the site and purchase intention. The findings indicated that the relationship between website quality dimensions and the two dependent variables varied between the two groups.

An empirical test of the link between web site quality and forward enterprise integration with web consumers

PurposeTo understand the relationship between web site quality and consumers' web attitudes and purchases.Design/methodology/approachThe 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.FindingsOnly 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.Research limitations/implicationsFirst, 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.Practical implicationsIt 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.Originality/valueUnderstanding 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.

Attitude Toward Online Shopping and Retail Website Quality

This study examined (1) the structure of dimensions of retail website quality among 278 US and 347 Korean Internet users and (2) the relationship between attitude toward online shopping and retail website quality. Through the review of the current literature, five dimensions of retail website quality were identified: information quality, trust, ease of use, visual appeal, and business process. Confirmatory factor analyses verified the distinctiveness of the five quality dimensions in both samples. Through the use of regression analyses we also found that in both samples the respondents' perceptions of various dimensions of website quality were significantly influenced by their attitudes toward online shopping as well as by demographic characteristics.

Dimensional hierarchy of retail website quality

This study used Loiacono’s WebQual™ scale to examine the dimensional hierarchy of the quality of apparel websites. A total of 273 female online apparel shoppers responded to a mail survey. We compared five alternative models proposing relationships among 12 dimensions of website quality. The results supported our hypothesis that website quality for sites selling apparel products was conceptualized as a 12-dimensional construct rather than as a general construct. Our results did not support Loiacono’s five-dimensional second-order factor structure or our proposed six-dimensional second-order factor structure.

Apparel retailers: website quality dimensions and satisfaction

Online retailers would benefit from studies that examine which website attributes can be manipulated to favorably affect consumer satisfaction. The purposes of the study were (1) to examine the dimensionality of website quality for apparel retailers and (2) to determine which dimensions of website quality were significant predictors of shopper satisfaction. Data were collected from 273 female online apparel shoppers. Loiacono's WebQual™ instrument was used to measure shopper perceptions of websites. Factor analysis identified six dimensions of website quality: (1) web appearance, (2) entertainment, (3) informational fit-to-task, (4) transaction capability, (5) response time, and (6) trust. Only three dimensions, informational fit-to-task, transaction capability, and response time, were significant predictors of shopper satisfaction.