Au-delà de l'utilisabilité: ordonner les composantes de la qualité de service en ligne

Authors:
Sandrine Prom Tep;Aude Dufresne
Affiliations:
HEC Montréal, Montréal, Québec, Canada;Université de Montréal, Montréal, Québec, Canada
Venue:
Conference Internationale Francophone sur I'Interaction Homme-Machine
Year:
2010

Citing 13
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Abstract

Whether they buy online or not, people do shop on the Web and search for product or service-related information. This research extends a previous Web site evaluation study of twenty-one Web sites pertaining to four industrial sectors (i.e.; financial institutions, renovation, electronics and travel). The sites were evaluated for effectiveness, quality, and consumer satisfaction by a very large sample of consumers, asked to search for specific information. Analysing this data with various statistical techniques, we have confirmed the structure of the the Netqu@l grid to evaluate the quality of service, measured the relative contribution of each factors to influence the Web site effectiveness and the customer satisfaction and ordered them. The results show that usability is the dominant factor for site effectiveness, along with quality and quantity of information. Personnalization is most contributive to global satisfaction with the site, followed by ease of use. Paper limitations are adressed and promising future research venues are also proposed.