Usability beyond the website: An empirically-grounded e-commerce evaluation instrument for the total customer experience

Behaviour and Information Technology

Volumn 25, Issue 2, 2006, Pages 189-203

  Petre, Marian ^a   Minocha, Shailey ^a   Roberts, Dave ^b  

^a OPEN UNIVERSITY   (United Kingdom)

^b IBM   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER SATISFACTION; MARKETING; SALES; WEBSITES;

E-COMMERCE ENVIRONMENT; E-SHOPPING; PRODUCTS AND SERVICES;

ELECTRONIC COMMERCE;

EID: 30344465788     PISSN: 0144929X     EISSN: 13623001     Source Type: Journal    
DOI: 10.1080/01449290500331198     Document Type: Article

References (36)

1. BARNES, S., LIU, K., and VIDGEN, R., 2001, Evaluating WAP News Sites The WebQual/M Approach. In Proceedings of the 9th European Conference on Information Systems, Bled, Slovenia, June.
2. Barnum C., 2002, Usability Testing and Research (New York: Longman).
3. BECKER, S.A. and MOTTAY, F.E., 2001, A Global Perspective on Web Site Usability. IEEE Software, 18, pp. 54-61.
4. BITNER, M.J., BOOMS, B.H., and TETREAULT, M.S., 1990, The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54, pp. 71-85.
5. CHRISTOPHER, M., PAYNE, A., and BALLANTYNE, D., 1991, Relationship Marketing (Oxford: Butterworth-Heinemann).
6. DAWSON, L.H., MINOCHA, S., and PETRE, M., 2003a, Exploring the Total Customer Experience in E-Commerce Environments. In Proceedings of e-Society 2003, an IADIS (International Association for the Development of Information Society) International Conference, 945-948.
7. DAWSON, L.H., MINOCHA, S., and PETRE, M., 2003b, Social and Cultural Obstacles to the (B2C) e-commerce Experience. In People and computers XVII - Designing for Society, Bath, UK, September 8-12, E. O'Neill, P. Palanque and P. Johnson (Eds.), pp. 225-241.
8. DICK, A.S. and BASU, K., 1994, Customer Loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22, pp. 99-113.
9. DYCHE, J. 2002, The CRM handbook: A Business Guide to Customer Relationship Management (New Jersey: Addison-Wesley).
10. FORRESTER 2003, 'US eCommerce to hit nearly $230 Billion in 2008'. Available online at: www.forrester.com/ER/Press/Release/0,1769,823,00. html (accessed 29 November 2005).
11. FRENCH, T., MINOCHA, S., and SMITH, A., 2002, eFinance Localisation: An informal analysis of Specific eCulture Attractors in Selected Indian and Taiwanese Sites. In Proceedings of Fourth International Workshop on Internationalisation of Products and Systems, J. Coronado, D. Day and B. Hall (Eds) (Texas: Ginny's Printing and Copying), pp. 9-21.
12. GABBOTT, M. and HOGG, G., 1998, Consumers and Services (Chichester, Sussex: John Wiley & Sons).
13. GEFEN, D., 2002, Customer Loyalty in e-commerce. Journal of the Association for Information Systems, 3, pp. 27-51.
14. IBM, User Engineering Process 2004. Available online at: www-306.ibm.com/ibm/easy/eou_ext.nsf/publish/1996
15. KANO, N., SERAKU, N., TAKAHASHI, F., and TSUJI, S., 1984, Attractive and normal quality. Quality, 14.
16. LAUDON, K.C. and TRAVER, C.G., 2002, E-commerce: Business, Technology, Society (Boston: Addison-Wesley).
17. LEE, P.M., 2002, Behavioural Model of Online Purchasers in e-commerce Environment. Electronic Commerce Research, 2, pp. 75-85.
18. MINOCHA, S., 2000, Causal analysis: A technique to Explore Breakdowns in Usage Scenarios. In Proceedings of HCI 2000, P. Turner and S. Turner (Eds), pp. 27-28.
19. MINOCHA, S., DAWSON, L.H., BLANDFORD, A., and MILLARD, N., 2005, Providing Value to Customers in e-commerce environments: The Customer's Perspective. Krishnamurthy, S., (Ed) Contemporary Research in E-Marketing, 2, pp. 119-146 (PA, USA: IDEA Group).
20. MINOCHA, S., ROBERTS, D., PETRE, M., DAWSON, L.H., and MILLARD, N., 2004, Design and Evaluation of (B2C) e-commerce Environments for the Total Customer Experience. In Proceedings of the conference ECITE 2004: The 11th European Conference on Information Technology Evaluation, Royal Netherlands Academy of Arts and Sciences, Amsterdam, 11-12 November.
21. NIELSEN, J., MOLICH, R., SNYDER, C., and FARRELL, S., 2001, E-commerce User-experience (Freemont, CA: Nielsen Norman Group).
22. PREECE, J., ROGERS, Y., and SHARP, H. (Eds), 2002, Interaction Design: Beyond Human-Computer Interaction (New York, NY: John Wiley & Sons, Inc.).
23. REICHHELD, F.F. and SASSER, W.E.J., 1990, Zero Defections: Quality comes to Services. Harvard Business Review, 68, pp. 105-111.
24. REICHHELD, F.F. and SCHEFTER, P., 2000, E-Loyalty: Your Secret Weapon on the Web. Harvard Business Review, 78, pp. 105-113.
25. RUGG, G. and MCGEORGE, P., 1997, The Sorting Techniques: A Tutorial Paper on Card Sorts, Picture Sorts and Item Sorts. Expert Systems, 14, pp. 80-93.
26. RUST, R.T. and LEMON, K.N., 2001, E-Service and the Consumer. International Journal of Electronic Commerce, 5, pp. 85-101.
27. SEYBOLD, P.B., 2001, The Customer Revolution (New York, NY: Random House).
28. SHAW, C. and IVENS, J., 2002, Building Great Customer-Experiences (New York, NY: Palgrave Macmillan).
29. SMITH, A., MINOCHA, S., and FRENCH, T., 2001, The importance of usability to Asian software development: User needs and practical Problems. Break out session at Third International Workshop on Internationalisation of Products and Systems, Open University, UK.
30. SPOOL, J.M., 2002, Compelled Shopping Analysis. Available online at: www.uie.com/csa.htm (accessed 29 November 2005).
31. VERGO, J., NORONHA, S., KRAMER, J., LECHNER, J., and COFINO, T., 2003, E commerce Interface Design. In The Human-Computer Interaction Handbook: Fundamentals, Evolving Technologies and Emerging Applications, J. Jacko and A. Sears (Eds) (Mahwah, NJ: Lawrence Erlbaum Associates Inc. Publishers), pp. 757-771.
32. VIVIDENCE REPORT 2003, Stop Losing Customers on the Web. Available online at: www.vividence.com (accessed 29 November 2005).
33. Voss, C.A., 2003, Rethinking paradigms of service-service in a virtual environment. International Journal of Operations and Production Management, pp. 88-104.
34. ZEITHAML, A.A., PARASURAMAN, A., and MALHOTRA, A., 2002, Service-quality Delivery through websites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30, pp. 362-375.
35. ZHANG, P. and VON DRAN, G.M., 2002, User Expectations and Rankings of Quality factors in different website domains. International Journal of Electronic Commerce, 6, pp. 9-33.
36. ZlNGALE, A. and ARNDT, M., 2001, New Economy Emotion: Engaging Customer Passion with e CRM (New Jersey: John Wiley).