The measurement of end-user computing satisfaction
MIS Quarterly
Automatic Support for Usability Evaluation
IEEE Transactions on Software Engineering
Predictors of online buying behavior
Communications of the ACM
Measuring usability: are effectiveness, efficiency, and satisfaction really correlated?
Proceedings of the SIGCHI conference on Human Factors in Computing Systems
Communications of the ACM
Exploring the factors associated with Web site success in the context of electronic commerce
Information and Management
Designing Web Usability: The Practice of Simplicity
Designing Web Usability: The Practice of Simplicity
Usability Engineering
A Practical Guide to Usability Testing
A Practical Guide to Usability Testing
Effect of store design on consumer purchases: an empirical study of on-line bookstores
Information and Management
Key dimensions of business-to-consumer web sites
Information and Management
Research Commentary: Transformational Issues in Researching IS and Net-Enabled Organizations
Information Systems Research
Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior
Information Systems Research
Assessing a Firm's Web Presence: A Heuristic Evaluation Procedure for the Measurement of Usability
Information Systems Research
Web Site Usability, Design, and Performance Metrics
Information Systems Research
Developing and Validating Trust Measures for e-Commerce: An Integrative Typology
Information Systems Research
Assessing the Validity of IS Success Models: An Empirical Testand Theoretical Analysis
Information Systems Research
An empirical study of the effects of interactivity on web user attitude
International Journal of Human-Computer Studies
Information Systems Success Revisited
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 8 - Volume 8
Quality and effectiveness in web-based customer support systems
Information and Management
Dimensional hierarchy of retail website quality
Information and Management
A Mathematical Theory of Communication
A Mathematical Theory of Communication
User Expectations and Rankings of Quality Factors in Different Web Site Domains
International Journal of Electronic Commerce
Consumer Behavior in Web-Based Commerce: An Empirical Study
International Journal of Electronic Commerce
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
Towards an understanding of the behavioural intention to use a web site
International Journal of Information Management: The Journal for Information Professionals
Factors influencing Internet shopping value and customer repurchase intention
Electronic Commerce Research and Applications
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To succeed in the highly competitive e-commerce environment, it is vital to understand the impact of website quality in enhancing customer conversion and retention. Although numerous contingent website attributes have been identified in the extant website quality studies, there is no unified framework to classify these attributes and no comparison done between customer conversion and retention according to the different website quality attributes and their varying impact. This study adopts the model of Information Systems (IS) success by DeLone and McLean to provide a parsimonious and unified view of website quality, and compares the impact of website quality on intention of initial purchase with that on intention of continued purchase. With the proposed framework, we seek to understand how a company can increase customer conversion and/or retention. Our findings demonstrate the strength of our framework in explaining the impact of website quality on intention to purchase on the Web, and that website quality constructs exert different impact on intention of initial purchase and intention of continued purchase. The results suggest that an online company should focus on system quality to increase customer conversion, and on service quality for customer retention.