E-commerce Website Quality Research Articles

Evaluating the quality of website design aspects and its effect on functional perspectives using Smart-PLS in Web-based apparel shopping environment

Purpose: the necessity for e-commerce business to adopt customer-centric tactics in addition to retail strategies for the growth of e-commerce business is required. The primary objective of this study is to develop an effective measurement scale for assessing the quality of website design and its effect on functional benefits in web-based apparel shopping. Design/ Methodology: the comprehensive framework for evaluating the quality of website design was subsequently accompanied by the collection of data through a web-based survey. The structured questionnaire had a total of 500 consumers of e-commerce websites. Using structural equation modelling (SEM) within the Smart-PLS software to investigate the research's hypotheses. Findings: the data analysis findings suggest the influence of these website design elements on the performance of e-commerce companies. With the analysis of the Smart-PLS there is substantial positive impact of Website aesthetics (WA-EC), Website personalization (WP-EC), and Price Offerings (PO-EC) on Website design quality (WDQ-EC). Additionally, it is worth noting that the quality of website design has a positive effect on the functional benefits experienced by consumers. More studies can be conducted to explore the realm of mobile commerce and its associated factors pertaining to mobile design in future. Practical Implications: the results of this study provide valuable insights for web-based service managers seeking to enhance their understanding of the factors influencing website design quality and the relative importance of each dimension in delivering functional benefits especially in apparel sector. By leveraging these findings, managers can effectively enhance the website design quality of e-commerce websites, aligning it with current market developments, and ultimately contribute to the retention of consumer values. Originality/Value: an empirical model which shows the determinants of WDQ-EC. To the best of the authors’ knowledge, a WDQ-EC framework is modelled considering a specific combination of exogenous variables especially in apparel websites, which is not done by past researchers

An Integrated Model of WebQual 4.0 and SERVQUAL: Answer to the Next Research Call

In the original paper of WebQual 4.0, Barnes and Vidgen (2002) called for an improvement of their WebQual 4.0 model. Since WebQual 4.0 is a tool for assessing the quality of e-commerce websites, therefore a modification should be made in order to use WebQual 4.0 for other types of websites. This research offers an integrated model of WebQual 4.0 and SERVQUAL to fulfill the need. The proposed integrated model resulted in seven variables: Usability, Design, Information, Empathy, Responsiveness, Assurance, and Reliability. To test the model, a questionnaire based on the proposed model was created to assess the quality of a company website that is primarily used to manage employees’ data. There were 124 data samples that can be used for analysis. A spider web diagram was created based on the reliability (Cronbach’s alpha) scores to show the overall website quality. Based on the confirmatory factor analysis (CFA) results, it can be concluded that the integrated model that was created in this research was considered a good model. The implications and lessons learned from the study were discussed in the paper.

The Relationship Between E-Business Website Quality And Customer Satisfaction

The goal of this study is to gather information from current literature regarding the influence of dimensions of e-business website quality on customer satisfaction in order to better identify the most significant e-service quality. This research focuses on five aspects of an e-business site quality model that may be used to better anticipate customer behavior. The final goal is to raise understanding of diverse countries' cultures and the relevance of quality features on an e-business website. The survey model was tested with SPSS using an online survey of 283 Libyan internet users, the majority of whom were working adults. According to the findings, all facets of an e-commerce website's quality, including website design, information quality, security and data protection, transaction and payment offerings, and delivery services, have an influence on consumer satisfaction. Customer behavior is statistically substantially connected to the overall quality of an e-business website Future research should look at multiple product categories and/or sectors to guarantee that the measurement performs equally effectively. In the future, various approaches such as focus groups and interviews may be employed.

Research on the Impact of the Website Quality of Cross-border E-commerce on Consumers’ Online Purchase Intention

With the accelerating process of economic globalization and the wide application of information technology in recent years, cross-border e-commerce has gradually upgraded to a new way for China's overseas trade. The national government has also successively issued many preferential policies for the development of cross-border e-commerce websites. At the current stage of trade globalization, consumers have more and more channels to contact with overseas products and brands. In order to improve the quality of life, more consumers choose to purchase overseas products such as Haitao (overseas shopping) or Daigou (purchasing on behalf of others). As a result, many formal platforms of cross-border e-commerce have emerged, such as Tmall Global, DU, Vipshop and JD.COM International and other platforms, the promulgation and implementation of international policies on the development of cross-border e-commerce websites, and more and more domestic consumers' demand for overseas goods. Large e-commerce platforms such as Tmall, Netease Koala and JD.COM have launched rich cross-border e-commerce shopping platforms to facilitate consumers to purchase overseas goods. Many consumers have started to switch from the traditional Daigou with high customs clearance risks and long waiting periods to the formal large-scale cross-border e-commerce platform. However, as a new thing, cross-border e-commerce websites still lack of theoretical research and research literature in this field. Which website consumers prefer, the reasons for that and which factors will affect consumers' purchase intention are all in a blank state. Therefore, this paper uses the questionnaire to analyze the impact of cross-border e-commerce website quality on consumers' online purchase intention at this stage, in order to realize the sustainable development of cross-border e-commerce websites and provide more high-quality and cost-effective goods for consumers.

Quality improvement of the e-commerce website using integration of Kano model-ipa with QFD approach

This study was conducted to analyze the quality of e-commerce websites, find out which items need improvement, and make improvement design e-commerce websites. This study uses the kano model and Importance Performance Analysis approach based on 7 dimensions with 39 attributes. This study used the survey results from 103 respondents who regularly use the e-commerce website Tokopedia.com. The results of the questionnaire through the validity and reliability tests were used to analyze the reliability of items and the feasibility of the results of the questionnaire. After that, the results of the questionnaire through the corellation and hypothesis tests were used to know the relationship between variables. The findings show that 7 attributes influence customer satisfaction. However, the findings are still nowhere near the expectations. Thus, it requires being the focus of improvement. Improvements in design of 7 attributes in the form of House of Quality with 6 technical features needed to improve the quality of e-commerce website Tokopedia.com. Therefore, effective management strategies can be applied to overcome the intense competition in the e-commerce industry.

Pengaruh Kualitas Website E-Commerce, Kepercayaan, Persepsi Risiko dan Norma Subyektif terhadap Minat Beli Secara Online di bukalapak.com

This study aims to analyze the effect of e-commerce website quality, trust, risk perception, and subjective norms on buying interest at Bukalapak.com. This type of research is quantitative. The sampling technique used was purposive sampling. The research method uses Structural Equation Modeling (SEM). The results showed that the quality of the e-commerce website, trust and risk perception have a significant positive effect on buying interest at Bukalapak.com. Subjective norms have not significant effect on online buying interest at Bukalapak.com. This finding implies the policy of the need to create and manage a practical website with a good appearance, using language that is easy to understand and the website is easily accessible to consumers. In addition, it provides product safety guarantees and guarantees against the risk of damage and loss of products purchased by consumers.

Analisa Perbandingan Kualitas Pelayanan Web E-Commerce Terhadap Kepuasan Konsumen Menggunakan WebQual 4.0

Electronic Commerce (E-commerce) is the activity of buying or selling of products on online services or over the internet. One of the supporting factors that make E-commerce grows is the way they develop websites that make it easier for consumer to buy or sell their products. Since the quality of e-commerce websites can affect the number of customers who decide to shop through an e-commerce system, The Author decided to make a comparison between three well-known E-commerce website such as Tokopedia, Bukalapak, Lazada through WebQual 4.0. In this research, the author uses an manually survey method to 150 respondents who use the three well known E-commerce websites above. The data obtained from the survey were analyzed using descriptive methods, quantitative methods, validity test, reliability test, and multiple linear regression tests. and the results are presented in a table format. The result of the survey to 150 respondents showed three significant influences between variables such as (1) In use satisfaction, (2) Information on quality satisfaction, and (3) Quality of Service Interaction, the results of the analysis were based on both partial or simultaneous website quality.

Improving the Quality of e-Commerce Service by Implementing Combination Models with Step-by-Step, Bottom-Up Approach

e-Commerce, as a hot industry, plays an important role in people's lives. People visit e-commerce websites, check what they want, then click buy, and finally complete the transaction. The developments taking place at the level of electronic services at the global level and the intensification of competition and the increase in the experiences of electronic shoppers, the awareness and understanding of companies of the distinctive characteristics of the population in the region and their purchasing habits has become the most important for companies of e-commerce and services, where it is imperative Companies should keep pace with these developments and provide electronic services via the internet of high quality and efficiency, by focusing on the most important requirements for customer satisfaction, especially in light of the information and technological revolution. However, customers will have an awful experience if they visit crudely made e-commerce websites. Kunst A. (2019, Dec 20) claimed that around a total of 37.4% of customers complained that they had an awful shopping experience. The reason is that the service quality of e-commerce websites is not up to standard. This research aims to improve the quality of e-commerce service by using the Comprehensive and Referential Combination Model by implementing a Step-by-Step, Bottom-Up approach. Finally, we will recommend improving the quality of e-commerce service in construct and revision ways within parts of this model.

A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention

The purpose of this study is to analyze the impact of online service quality of e-commerce websites on customer satisfaction and purchase intention. The study identifies the dimensions of e-service quality on the basis of the literature review, which are website design, reliability, responsiveness, trust, and personalization. A survey of 278 avid users of three popular websites was taken to validate the model. The reliability and validity of the questionnaire were checked through the measurement model and the structural equation model was used to confirm the relationship among the dimensions. The result shows that trust is the only e-service quality dimension that significantly influences overall service quality. The relationship between overall e-service quality and customer satisfaction as well as customer satisfaction and purchase intention was found statistically significant.

Measuring the quality of e-commerce websites using analytical hierarchy process

Improving website quality for e-commerce website is indispensable since it affects customer satisfaction. There are several aspects of website quality that should be considered. Unfortunately, what criteria that should be prioritized is still under research. This research aims to identify the priority of website quality criteria and incorporate these criteria to measure the quality of ten e-commerce websites in Indonesia using Analytical Hierarchical Process (AHP). This study interviews two experts to assign priority for each criterion. In the end, this study has found that availability is the uttermost aspect to consider. Furthermore, this study also found that OLX.com is the best Customer-to-Customer (C2C) e-commerce in Indonesia in terms of website quality. This research is useful for any e-commerce technical developer to improve his/her website in twofold: 1) criteria priority to improve the quality of C2C e-commerce websites and 2) website quality ranking of C2C e-commerce.

The influence of system quality, information quality, e-service quality and perceived value on Shopee consumer loyalty in Padang City

Electronic commerce (e-commerce) developing rapidly in Indonesia in recent years, which is one of effort to expand the reach of marketing to be more effective and efficient. This study aims to examined the effect of system quality, information quality, e-service quality and perceived value to online loyalty on Shopee customer at Padang City. This is explanatory research with quantitative method. The data were collected from 250 customer of Shopee, that have an shopped on Shopee’s website more than twice. This research uses SEM-PLS with smartPLS 3 program. The result show that system quality, information quality, e-service quality and perceived value had positive and significant influence on online loyalty. Therefore, this study provides an overview of e-commerce website consumers who are more concerned about the quality of websites, so companies must focus on improving the quality of e-commerce websites.

A Quantitative Approach in Heuristic Evaluation of E-Commerce Websites

This paper presents a pilot study on developing an instrument to predict the quality of e-commerce websites. The 8C model was adopted as the reference model of the heuristic evaluation. Each dimension of the 8C was mapped into a set of quantitative website elements, selected websites were scraped to get the quantitative website elements, and the score of each dimension was calculated. A software was developed in PHP for the experiments. In the training process, 10 experiments were conducted and quantitative analyses were regressively conducted between the experiments. The conversion rate was used to verify the heuristic evaluation of an e-commerce website after each experiment. The results showed that the mapping revisions between the experiments improved the performance of the evaluation instrument, therefore the experiment process and the quantitative mapping revision guideline proposed was on the right track. The software resulted from the experiment 10 can serve as the aimed e-commerce website evaluation instrument. The experiment results and the future work have been discussed.

The impact of trust on online shopping attitude among women shoppers in India

The growth and development of internet is playing a key tool for exchanging goods, services and information in Indian retail market. The purpose of this paper is to examine the important antecedents of trust in ecommerce-website quality, website reputation and electronic word of mouth (Ewom). It proposes a model explaining how trust in online shopping impacts attitude and what is the impact of online shopping attitude on online shopping intention. Results show that trust impacts significantly on online shopping attitude. The results also indicated that all three constructs of the study - website quality, website reputation and electronic word of mouth (Ewom) have a positive impact on trust in e-commerce and online shopping. Also, there was a significant positive impact of trust on online shopping attitude. The study also supports the findings of previous studies that online shopping attitude has a positive impact on online shopping intention.

The impact of trust on online shopping attitude among women shoppers in India

The growth and development of internet is playing a key tool for exchanging goods, services and information in Indian retail market. The purpose of this paper is to examine the important antecedents of trust in ecommerce-website quality, website reputation and electronic word of mouth (Ewom). It proposes a model explaining how trust in online shopping impacts attitude and what is the impact of online shopping attitude on online shopping intention. Results show that trust impacts significantly on online shopping attitude. The results also indicated that all three constructs of the study - website quality, website reputation and electronic word of mouth (Ewom) have a positive impact on trust in e-commerce and online shopping. Also, there was a significant positive impact of trust on online shopping attitude. The study also supports the findings of previous studies that online shopping attitude has a positive impact on online shopping intention.

Measuring website quality: theoretical framework and practical implications for the agro-food sector in the European Alpine area

Currently, online shopping has become a widespread phenomenon around the world and the internet has become a new outlet for the commercialisation of products usually sold through traditional channels. This paper focuses on the agro-food sector and on the European Alpine area with respect to sheep and goat production in order to develop a context-specific framework for e-commerce website quality. In other words, this paper aims to provide, on the one hand, a comprehensive theoretical framework for measure web quality; on the other hand, managerial implications for practitioners of the agro-food sector in order to promote these businesses improving the quality of their e-commerce websites. We declined these aims in two research questions: the first is about which are the key factors of website quality in the agro-food sector, analysing simultaneously system (or functional) quality and information (or technical) quality; the second research question is about how to measure these factors. This paper uses a quantitative methodology that mixes an objective and a subjective approach. The result is a pioneering approach able to capture website quality and to provide useful insights for managers and professionals in the agro-food sector.

Measuring website quality: theoretical framework and practical implications for the agro-food sector in the European Alpine area

Currently, online shopping has become a widespread phenomenon around the world and the internet has become a new outlet for the commercialisation of products usually sold through traditional channels. This paper focuses on the agro-food sector and on the European Alpine area with respect to sheep and goat production in order to develop a context-specific framework for e-commerce website quality. In other words, this paper aims to provide, on the one hand, a comprehensive theoretical framework for measure web quality; on the other hand, managerial implications for practitioners of the agro-food sector in order to promote these businesses improving the quality of their e-commerce websites. We declined these aims in two research questions: the first is about which are the key factors of website quality in the agro-food sector, analysing simultaneously system (or functional) quality and information (or technical) quality; the second research question is about how to measure these factors. This paper uses a quantitative methodology that mixes an objective and a subjective approach. The result is a pioneering approach able to capture website quality and to provide useful insights for managers and professionals in the agro-food sector.

Performance Analysis of Different Classification Algorithms in Information Retrieval through Web Services

Background/Objectives: The web client gets easily lost in the web’s rich hyper structure as the utilization of web is expanding more step by step. The primary point of proprietor of the website is to give the important data in terms of satisfactory QoS (Quality of Service) factors like throughput, response time, accuracy and content availability. From the client point of view, Web Service based QoS Discovery is a multi-criteria decision mechanism that requires knowledge about the service and its QoS description. These clients are not experienced enough to acquire the best selection of web service and trust the QoS information published by the provider. Methods/Analysis: The existing t Model was used with XML based SOAP protocol in order to solve the problem of UDDI registry which holds QoS description. Findings: The new discovery approach is expected to be the solution for contemporary web service discovery problems. A comparative performance analysis of prominent page rank algorithms was made on the basis of metrics like throughput, response time, recall rate and precision rate etc. Simulation Interface has been designed for classification algorithms. The program is developed for the Fuzzy Logic, Naive Bayes, Neural Network, Linear Discriminant Analysis and Support Vector Machine using MATLAB application Improvements: The experiment revealed the fact that recall and precision rate are the best to predict the Quality of Service (QoS) supported by various E-Commerce web sites like Amazon, Jabong and Shop Clues etc. Detailed performance analysis further concluded that Neural Network could be the best algorithm to rate the service quality of E-Commerce websites.

The effects of online service quality of e-commerce Websites on user satisfaction

Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

E-Commerce Adoption in Saudi Arabia: an Assessment of International, Regional and Domestic Web Presence

Electronic Commerce (E-Commerce) has a growing potential in Saudi Arabia, due to widespread use of the internet and the maturity of the Information Technology (IT) infrastructure. The purpose of this paper is to assess the quality of E-Commerce websites in Saudi Arabia, using a proposed evaluation instrument. To achieve this aim, six E-Commerce websites were selected for evaluation and then categorized into three categories: domestic, regional and international. Each category consisted of two E-Commerce websites, with the international website category considered as a benchmark. The six websites were evaluated by sixty participants (n=60) with good web design experience, following a set of guidelines offered by the evaluation instrument. The evaluation instrument described six key evaluation factors: appearance, content, organization, interaction, customer-focus and assurance. Each factor was evaluated by several indicators using a five-point scale ranging from not applicable (0) to very strong (4). To unify the views of all evaluators, a technique was introduced which would show the way in which each indicator was assessed based on several checklists (questions). The results therein revealed that international websites were of higher quality than regional and domestic websites with regard to all aspects of web evaluation. In addition, the quality of regional websites outweighed that of domestic websites with regard to appearance, content, organization, customer-focus and assurance, but not interaction.

A New Vision for Evaluating the Quality of E-Commerce Websites

Quality has been established as a key factor in ensuring the success of E-commerce in attracting and retaining customers. To help in this, numerous software metrics and website quality models have been developed, with a correspondingly large literature. We provide a critical review of this literature and the state-of-the-art. Most of the wide ranges of E-commerce website evaluation models give emphasis on the web applications of the system, using techniques like feature inspection and collecting data about end-usersâ?? opinion by questionnaires. However, this is in conflict with two fundamental pragmatic aspects of current websites. Web technologies evolve extremely fast, enabling sophisticated tools to be deployed and complex interactions to take place. Secondly, the life cycle of a website is also extremely fast: maintenance of a website is performed at a rate that is higher than that of other software products because of market pressure and lack of distribution barriers.