Website Quality Factors Research Articles

Investigating Effects of Banks’ Website Quality on Customer Retention in Nigeria

The study investigated effect of website quality of banks on customer repatronage and determined the relationship between website quality and banks’ recommendation with a view to determine the correlation between banks’ website quality and retention of customers especially the small business owners in Ekiti State, Nigeria. Multi-stage sampling technique was adopted for the study. Primary data used for the study were collected through the use of structured questionnaire and were analysed using descriptive statistics, Chi-square and Pearson Product Moment Correlation. Findings from the study showed that provisions of understandable information, easy to navigate, quick response, dependable services, paying special attention to online customers, completion of most transaction online, convenient of payment are the major website quality factors influencing customer repatronage and recommendation. The study concluded that a significant positive relationship exists between banks’ website quality and customer retention. Thus, increased website quality of banks led to increased customer retention. It recommended a continuous improvement on banks’ provision of precise information and online transaction with a view to remain competitive and profitable. Keywords: Website quality, Service quality, customer retention and Recommendation

Factors influencing the adoption of e‐government websites in Afghanistan from the citizens' perspective

AbstractThe report by the United Nations in 2020 stated that Afghanistan was ranked 118th position in the e‐participation index which shows the low level of adoption among the Afghan citizens to online services offered by the e‐government websites in Afghanistan. As no previous research has been conducted to explore the influential factors on the adoption of e‐government websites in Afghanistan, this research fills the research gap by exploring the impact of website quality factors, trust factors, and technology adoption factors on intention to use e‐government websites from the citizens' perspective in Afghanistan. This research also investigates the impact of factors on the adoption of governmental websites at three levels (information, interaction, and transaction) of e‐government maturity. As part of the current research, the unified model of e‐government adoption (UMEGA) model was extended by integrating website quality factors and trust factors, which were extracted based on an extensive literature review. To validate the model, a survey of 294 Afghan citizens was conducted in four provinces of Afghanistan. The data were then analyzed using the partial least square‐structured equation modeling (PLS‐SEM) technique. The result revealed that websites quality, technology adoption, and trust factors have major impacts on the adoption of e‐government websites in Afghanistan, the impact of which varies depending on the level of e‐government maturity. Public administrators, officials, policymakers, website designers, and researchers have potential implications from the findings of this research regarding the adoption of governmental websites in Afghanistan.

A complementary webometric ranking system based on the website quality and traffic measures: A study focusing on top-ranked world universities

Ranking of universities regarding their web-based activities plays a pivotal role in promoting scientific advancement since it motivates the open access accessibility to scientific results. In this study, a new ranking system based on the website quality factors and traffic evaluation was proposed. Since top-ranked universities are usually considered as the standard models for lower ranked ones, the focus of this study was on top-ranked universities. The proposed ranking was compared with well-known Webometrics ranking system. The website traffic and quality assessment were acquired for websites of top-ranked world universities and the correlation between these indices and the Webometrics ranking was evaluated. The summation of the weighted value of obtained measures according to an optimal weight vector obtained by a genetic algorithm framework was used for ranking purposes. The results showed that the website total traffic size was correlated with Webometrics rank (R≈-0.6, p< 0.01). Also, using the weighted value of website quality and traffic measures, the proposed ranking system could predict Webometrics ranking by the accuracy of up to 69%. Even though the method was proposed for universities, it could be applied for ranking other types of centers or companies, provided that the suitable cost function for the genetics algorithm framework was defined.

ANALISIS PENGARUH KUALITAS LAYANAN WEBSITE TERHADAP LOYALITAS PELANGGAN E-COMMERCE BUKALAPAK

E-commerce competition in Indonesia makes e-commerce companies compete to develop strategies to win the competition. Customer loyalty is an important factor to lead in the competition. This research focuses on how much influence website service quality has on customer loyalty. This research is also to find out which website quality factors have the most influence on customer loyalty with customer satisfaction as a mediating factor. The factors that influence e-commerce customer loyalty are analyzed using concepts including the dimensions of service quality consisting of (physical evidence, reliability, responsiveness, assurance, empathy) and Corporate Image as the variable that influences and Customer Satisfaction as the variable that is affected. The sample in this study were 96 respondents. With the sampling method using the purposive sampling method. The results obtained that there is a positive and significant influence between the dimensions of service quality and company image on customer satisfaction. 
 Keywords: E-commerce website, Service Interaction Quality, Customer Satisfaction

The effects of website quality on customer satisfaction and loyalty to online travel agencies in Vietnam

This study aims to examine the effects of six website quality factors, including Information Quality (IQ), Security (SE), Website Functionality (WF), Customer Relationship (CR), Responsiveness and Fulfillment (PF), and Visual Appeal (VA) on Customer Satisfaction (CS) and Loyalty (LI) through the mediation of Customer Satisfaction. Quantitative approach was applied in this study. Specifically, questionnaires were sent to 300 respondents in Ho Chi Minh City, Vietnam. The findings showed that there were relationships among website quality dimensions, Customer Satisfaction and Loyalty. Particularly, direct and indirect effects of website quality factors on Customer Loyalty were found through the mediation of Customer Satisfaction. Considering the findings, recommendations were proposed to develop OTA website quality in Vietnam. To be more specific, we make some suggestions related to gaining Customer Satisfaction and long-term loyalty from website quality dimensions.

The Effect of Website Quality Factors on Consumer Delightfulness and Purchase Intentions: Substantiation from Indian E-Tail Visitors

With the increasing attractiveness of on-line shopping and being the preeminent occupied nation inside the world, India is one among the primary on-line showcases as of now and is likely going to turn into the most significant market inside what’s to come. In that capacity, different examinations are committed to site quality and assessments. Investigation endeavours region unit, in any case, in need of understanding the use of web locales as to on-line benefactors conduct, especially Indian consumers. This examination created and by experimentation tried a unique model of the effect of site quality on customer realization and purchase aims. Results showed that site quality consolidates an immediate and positive effect on customer delightful, which customer accomplishment joins a positive effect on purchase intention.

Factors Affecting Consumers’ Decision for E-Hotel Booking

With more accessibility to the Internet and modernization of e-payment systems, the approach to address the travel requirements has dramatically changed over the years. The service offered by the Online Travel Agents (OTAs) has a huge impact on a very competitive online marketplace. The purpose of this research is to observe, examine, and analyze key factors which a consumers’ decision to use a particular travel agent website for e-hotel booking can be predicted. The data are compiled using IBM SPSS. The key methods are applied for data analysis in addition to other statistical methods including factor analysis and multinomial logistic regression analysis. The analysis of data reveals a positive association of website quality factors, product related factors, and consumer relationship factors with consumers’ decision to book from a certain travel agent website. Viewing the big picture, consumer relationship factors are found to be more influential as compared to website quality and product related factors. Moreover, the researchers reveal product price as the most influential variable, but it indicates no statistical significance with consumers’ decision. There are many different price products which are available across different travel agent websites. The convenience of payment method is found to be a significant attribute associated with the consumers’ decision to book from a travel website. In addition, attributes of travel products variety and online reviews provided by the travel websites are observed to be statistically significant. This research indicates the trends of consumer decision-making for e-hotel booking in Indonesia.

Evolving segments of online clothing buyers: an emerging market study

PurposeWhile marketers want to drive higher repurchases for better business sustainability, repeat shopping experiences may change customer perceptions of the online channel, resulting in the emergence of new segment typologies. Therefore, the purpose of this paper is to explore the segmentation of online clothing shoppers using a repeat online clothing shopper base. Further, it analyses segment positions in a perceptual space to derive relevant positioning insights for the various segments.Design/methodology/approachSegmentation is done using dual bases of e-lifestyle and website quality factors for which the scales are derived from literature and then adapted and validated using a two-phase process across two samples of 271 and 644 experienced shoppers, respectively, in India. Positions of the segments are explored using the discriminant analysis-based perceptual mapping technique.FindingsThree segments are found, namely disengaged averse online shoppers, interactive convenience seekers and adept online shopping optimists with the latter two having a higher propensity to purchase clothes online. Perceptual mapping of the segment positions reveals dimensions, which can be used for appropriate positioning.Research limitations/implicationsThe research methodology may be replicated for other products and country contexts, and additional factors may be explored for further insights.Practical implicationsThe study reveals insights on the evolving nature of segments as shoppers gain experience of online shopping for clothes and highlights the varied reasons for the growing acceptability of the online channel. The findings reveal key targeting and positioning strategies for e-marketers.Originality/valueThis is one of the first studies of its kind in India, which explores the segmentation of repeat online clothing shoppers in India using dual bases. Another distinctive feature of the study is its use of the perceptual mapping technique to draw inferences about factors that differentiate multi-segment buying behavior.

Interpretive structural modelling of website quality factors for repurchase intention in online context

Interpretive structural modelling of website quality factors for repurchase intention in online context

Interpretive structural modelling of website quality factors for repurchase intention in online context

Customer website experiential value has recently been a critical success factor for online retailers. Website quality has been extensively studied as a determinant of repurchase intention of online shoppers in the recent past. This study employs interpretive structural modelling (ISM) approach to propose a hierarchical framework for analysing contextual association among drivers of website quality. The responses from a pool of fifty-five experts, both from industry and academia, are collected to depict the interdependency among factors. These factors are further classified based on their degree of dependency and driving power to explore 'key drivers' of website quality. The results suggest that presence of information variety, ease of payment product details and website response time have a positive overall impact on customers' website experiential value and thus repurchase intention. The analyses and results would help the managerial decision makers to focus on key factors by understanding their linkages and mutual relationships.

Investigating the construct validity of quality measures influencing online shopping in a South African context

AbstractOnline shopping has become popular over the years and is a widely used way to purchase goods and services. For online retailers to succeed, it is important that they have a quality website to attract and retain customers. The aim of this study was to investigate the construct validity of three respective measurement instruments related to website quality factors, namely; system, information and service quality factors, which may influence consumers within the online shopping environment in a South African context. Primary data was collected through self-administered questionnaires. The demographic and online shopping profile of the sample are presented and followed by confirmatory and exploratory factors analyses on the three instruments. The confirmatory factor analysis found poor fit for the original hypothesised models for each of the scales; further exploratory factor analyses revealed slightly different dimensionalities underlying the scales, yet these were still somewhat aligned with the theoretical framework from which the original scales were derived. Despite this, the study provides a platform for future revision of the scales and future research into website quality factors within the online shopping environment in a South African context.

Delighting Consumers Click by Click

The increasing importance of information technology as a means to access and communicate information has prompted firms to enhance their corporate websites to establish relationships with potential and current customers. Likewise, the value of satisfaction has decreased in favor of customer delight. To develop innovative and delighting websites, however, firms require a more detailed understanding of how they can optimize their websites’ user impact. In two empirical studies, this research shows that delight has a stronger impact on purchase intentions than website satisfaction does. This means that companies can benefit from positive repercussions after investing up front to enhance their website. This research also identifies individual website quality factors that firms can manipulate to create delightful consumer web experiences. By examining and distinguishing between their effects on delight and surprise, this research sheds light on how consumers perceive website quality factors. Overall, this research shows how firms can attain customer delight in an online environment and clarifies its effects on consumer behavior.

An application of fuzzy AHP for evaluating course website quality

Although previous studies have identified various influences on course website effectiveness, the evaluation of the relative importance of these factors across different online learning experience groups has not been empirically determined. This study develops an evolution model that integrates triangular fuzzy numbers and analytic hierarchy process to develop a fuzzy evaluation model which prioritized the relative weights of course website quality factors. Firstly, this study conducts a review of the literature on course website quality to generate 16 sub-criteria along with four criteria used to measure course website quality. Secondly, a fuzzy AHP approach is adopted to determine the relative weights linking the above criteria between high and low online learning experience groups. The results indicated that there are some similarities and differences between high- and low-experience groups with regard to the evaluation of course website quality. The evaluation model and results can provide a valuable reference for system designers seeking to enhance course website effectiveness.

Trade Show Websites: An Examination of Critical Websites' Quality Factors and Content Items

ABSTRACT This study evaluated the quality factors of trade show websites as marketing communication tools. Four factors (system quality, information quality, service quality, and relationship quality) were assessed by measuring their impact on attendees' satisfaction with the trade show website. The relationship between website content items and attendees' satisfaction was also measured. The online survey was distributed to the attendees of the World Tea Expo via email in March 2006, and 369 responses were collected in total. Multiple regression was used to find out the important variables which affect overall satisfaction. The findings supported the evidence that the four factors were related to overall user satisfaction. The data further indicated that only four content items (general information, resource center, exhibitor list, and online registration) were important statistically. In this study, gender difference was also found to affect the satisfaction on website quality factors and content items. These findings can be the basis for future strategies in improving the satisfaction of trade show attendees.

How do the preferences of online buyers and browsers differ on the design and content of travel websites?

PurposeThe issue of perceptions between buyers who have made online purchases and browsers who have browsed websites on the quality of travel websites is rarely, if ever, investigated by tourism and hospitality researchers. This paper aims to report on a study that examined these two groups of users' perceived importance of the factors that contribute to content richness and ease of use of travel websites. In addition, it seeks to study these users' level of satisfaction and purchase intention.Design/methodology/approachA total of 862 international travelers were interviewed in Hong Kong International Airport in October 2005.FindingsEmpirical findings indicated that travel website users viewed quality factors important, and they were generally satisfied with travel websites. Although these website users had a positive view for purchase intention in the long term, there existed significant differences between the two groups of users in all attributes of customer satisfaction and purchase intention. Most importantly, research findings showed that travel website quality factors were positively correlated to customer satisfaction, which in turn, was significantly correlated to purchase intention.Research limitations/implicationsThe generalization of this research is limited by its time scope and sample size.Originality/valueThis paper should be of interest to tourism and hospitality practitioners as well as academic researchers to better understand e‐consumers' behavior.

Investigating the effect of website quality on e-business success: An analytic hierarchy process (AHP) approach

This study investigates website quality factors, their relative importance in selecting the most preferred website, and the relationship between website preference and financial performance. DeLone and McLean's IS success model extended through applying an analytic hierarchy process is used. A field study with 156 online customers and 34 managers/designers of e-business companies was performed. The study identified different relative importance of each website quality factor and priority of alternative websites across e-business domains and between stakeholders. This study also found that the website with the highest quality produced the highest business performance. The findings of this study provide decision makers of e-business companies with useful insights to enhance their website quality.