Quality function deployment usage in software development
Communications of the ACM
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E-business: roadmap for success
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Dimensional hierarchy of retail website quality
Information and Management
Electronic Commerce Research
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Information and Management
Data triangulation and web quality metrics: a case study in e-government
Information and Management
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Information and Management
Internet Pricing, Price Satisfaction, and Customer Satisfaction
International Journal of Electronic Commerce
Customer Satisfaction with Electronic Service Encounters
International Journal of Electronic Commerce
WebQual: An Instrument for Consumer Evaluation of Web Sites
International Journal of Electronic Commerce
An Instrument for Measuring the Business Benefits of E-Commerce Retailing
International Journal of Electronic Commerce
Designing a marketing channel mix
International Journal of Information Technology and Management
The review of the website evaluation framework in Information Systems and marketing journals
International Journal of Information Systems and Change Management
Web metrics for managing quality and auditing Croatian hotel web sites: cluster analysis
WSEAS TRANSACTIONS on SYSTEMS
International Journal of Electronic Commerce
A study of the service quality of general portals
Information and Management
A Benchmarking-Based Requirement Analysis Methodology for Improving Web Sites
International Journal of Electronic Commerce
Consumer selection of E-commerce websites in a B2C environment: a discrete decision choice model
IEEE Transactions on Systems, Man, and Cybernetics, Part A: Systems and Humans
User satisfaction from commercial web sites: The effect of design and use
Information and Management
An application of fuzzy AHP for evaluating course website quality
Computers & Education
Measuring Service quality of online bookstores with WebQual
HCI'07 Proceedings of the 12th international conference on Human-computer interaction: applications and services
The relationship between website quality, trust and price premiums at online auctions
Electronic Commerce Research
A strategic framework for website evaluation based on a review of the literature from 1995-2006
Information and Management
An exploratory study of website information content
Journal of Theoretical and Applied Electronic Commerce Research
A validation of the user-perceived web quality instrument for e-government context
ICS'06 Proceedings of the 10th WSEAS international conference on Systems
Journal of Management Information Systems
Predicting e-commerce company success by mining the text of its publicly-accessible website
Expert Systems with Applications: An International Journal
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Journal of Medical Systems
Information Systems and e-Business Management
International Journal of Electronic Government Research
Information Resources Management Journal
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Journal of Management Information Systems
Assessing the Quality of a Decision Support E-Service
International Journal of E-Business Research
The effects of website familiarity on website quality and intention to use
HCI International'13 Proceedings of the 15th international conference on Human Interface and the Management of Information: information and interaction design - Volume Part I
Quality management of B2C e-commerce service based on human factors engineering
Electronic Commerce Research and Applications
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This paper describes the use of WebQual 2.0 to evaluate Internet bookshop Web sites. Initially applied in the domain of information-intensive Web sites, WebQual 2.0 has been extended and refined to encompass an interaction-quality perspective on e-commerce Web sites. Its development draws on an analysis of the service-quality literature. WebQual assesses Web site quality from the "voice of the customer" perspective, an approach adopted in quality-function deployment. It is used to assess customer perceptions of on-line bookshops, one of the more mature areas of Internet commerce. Three UK-based Internet bookshops are assessed using a natural experiment. Data are collected from students using an on-line questionnaire. Analysis of the results demonstrates considerable variations in the offerings of the Web sites. The findings and their implications for e-commerce are discussed, and conclusions and directions for further research are provided.