Electronic commerce: a managerial perspective
Electronic commerce: a managerial perspective
Exploring the factors associated with Web site success in the context of electronic commerce
Information and Management
Developing and validating an instrument for measuring user-perceived web quality
Information and Management
The Value of Internet Commerce to the Customer
Management Science
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
Measuring e-Commerce in Net-Enabled Organizations: An Introduction to the Special Issue
Information Systems Research
Measuring Factors that Influence the Success of Internet Commerce
Information Systems Research
NEBIC: A Dynamic Capabilities Theory for Assessing Net-Enablement
Information Systems Research
Web Site Usability, Design, and Performance Metrics
Information Systems Research
Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics
Information Systems Research
Businesses as Buildings: Metrics for the Architectural Quality of Internet Businesses
Information Systems Research
Toward New Metrics for Net-Enhanced Organizations
Information Systems Research
E-service: a new paradigm for business in the electronic environment
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
E-business development for competitive advantages: a case study
Information and Management
Factors influencing the performance of information system project teams: a theoretical model and empirical validation
The application of Web ATMs in e-payment industry: A case study
Expert Systems with Applications: An International Journal
An assessment of customers' e-service quality perception, satisfaction and intention
International Journal of Information Management: The Journal for Information Professionals
Organisational critical success factors in adoption of e-banking at the Woolwich bank
International Journal of Information Management: The Journal for Information Professionals
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The Internet is becoming an increasingly important and pervasive channel to market for many organisations. Despite its importance, and the continued pressure to justify IT expenditure, few organisations undertake comprehensive channel evaluation. Market leading evaluation firms provide technical and operational metrics for their clients such as the number of hits per page and site response times, but more sophisticated concepts such as user value and long-term business benefits remain underexplored in practice. In contrast, there is a growing academic literature on channel evaluation. Many frameworks and metrics have been proposed recently. This paper brings theory and practice together by synthesizing existing frameworks proposed by academics with those used by the market leaders in Internet channel evaluation. The resulting framework has two levels-a business- and a user-level. The framework is validated by Internet consultants, channel managers and channel users in three different sectors: retail, financial services and higher education. The framework is refined following the validation in response to the need for a simpler, more usable set of metrics. The outcome is a framework split into three ''sets''. Set A constitutes the foundation stone of an Internet channel evaluation programme and consists of a core set of objective user-level metrics. Set B contains a further set of more sophisticated user-level metrics. Set C addresses business-level metrics, which enable the long-term contribution of the Internet channel to be evaluated.