A framework for understanding human factors in web-based electronic commerce
International Journal of Human-Computer Studies
Business-oriented resource management policies for e-commerce servers
Performance Evaluation - Special issue on internet performance modelling
Introduction to Human Factors Engineering (2nd Edition)
Introduction to Human Factors Engineering (2nd Edition)
An Evaluation of Cyber-Bookshops: The WebQual Method
International Journal of Electronic Commerce
Human factors and usability in service quality measurement
Human Factors in Ergonomics & Manufacturing
Cost-based admission control for Internet Commerce QoS enhancement
Electronic Commerce Research and Applications
E-service quality competition through personalization under consumer privacy concerns
Electronic Commerce Research and Applications
Modeling E-Commerce Website Quality with Quality Function Deployment
ICEBE '09 Proceedings of the 2009 IEEE International Conference on e-Business Engineering
Pricing e-service quality risk in financial services
Electronic Commerce Research and Applications
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This study investigates business-to-customer (B2C) electronic commerce services from a quality management perspective. We propose a novel quality management approach that is based on human factors engineering to manage e-commerce service quality and operate according to customer needs. First, we screen credible quality requirements and determine their weights by integrating Kano's model with our previous work, including the model of B2C website service quality. Then, we can extract quality characteristics according to image words and credible customer requirements. The weights of the quality characteristics are deduced by refining characteristics through a house of quality reconstruction and mapping customer requirements to characteristics. Finally, based on related theories or viewpoints, the operating practices for quality characteristics entail quantitative output with importance and grades taken into consideration. Our experimental results demonstrate that operating practices can help managers understand e-commerce service quality and have useful implications for companies in the management of e-commerce service quality.