Quality dimensions of E-commerce and their implications

Total Quality Management and Business Excellence

Volumn 18, Issue 3, 2007, Pages 219-247

  Mohanty, R P ^a   Seth, D ^b   Mukadam, S ^b  

^a Management Group of Institutions   (India)

^b NATIONAL INSTITUTE OF INDUSTRIAL ENGINEERING NITIE   (India)

Author keywords

e business competitiveness; E commerce; Quality capabilities; Quality dimensions

Indexed keywords

EID: 34247866295     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783360601149992     Document Type: Article

References (48)

1. Abels, E. G. et al. (1997) Identifying user-based criteria for web pages, Internet Research: Electronic Networking Applications and Policy, 7, pp. 252-62.
2. Active Media Research LLC. (2000) Top 100 E-commerce Consumer Web Sites, Research Report, Peterborough, April.
3. Carpineto, C. et al. (2001) Evaluating quality of search in public administration websites, available at http://www.webxtutti.it/documenti/ search_quality.html (accessed 12 May 2003).
4. Constantine, L. L. & Lockwood L. A. O. (1999) Software For Use (New York: Item Press).
5. Cox, J. & Dale, B. G. (2002) Key quality factors in web site design and use: an examination, International Journal of Quality and Reliability Management, pp. 862-888.
6. Cyberatlas.com (1999) One quarter of attempted online holidays purchases end in no sales, available at http://cyberatlas.internet.com/markets/retailing/ article/0,1323,6061_265191,00.html (accessed 17 September 2003).
7. Du, R. et al. (2002) Control and assurance in E-commerce: privacy, integrity, and security at eBay, available at http://www.som.yale.edu/Faculty/ sunder/eBay/AbseBayOct1602.pdf (accessed 16 September 2003).
8. Ecommercetimes.com (2000) Report: new devices spur E-commerce growth. Available at http://www.ecommercetimes.com/perl/story/4620.html (accessed 16 September 2003).
9. Eisenberg, B. (2003) The empathy sell. Available at http://www.clickz. com/sales/traffic/print.php/2213501 (accessed 14 September 2003).
10. Foremski, T. (2000) Web site design, The Financial Times.
11. Gann, R. (1999) Every second counts, Competing, 28 October, pp. 38-40.
12. Garvin, D. (1984) What does product quality really mean, Sloan Management Review, pp. 25-43.
13. Garvin, D. (1987) Competing on the eight dimensions of quality, unconditional Quality, Harvard Business Review.
14. http://cyberatlas.internet.com (2001) Valuable consumers demand personalization. Available at http://cyberatlas.internet.com/markets/retailing/ article/0,1323,6061_761911.00.html (accessed 16 September 2003).
15. http://msdn.microsoft.com/library/default.asp?url=/library/en-us/ dnsiteplan/html/improvingsiteusa.asp (accessed on 13 September 2003).
16. http://www.CreativeGood.com (2000) The Dotcom Survival Guide - how to tap the $ 19 billion customer experience fund. Available at http://intertace.free.fr/Archives/DotcomSurvivalGuide.pdf (accessed 13 September 2003).
17. http://www.e-gateway.net (2002) Non-English speakers dominant online. Available at http://www.e-gateway.-net/infoarea/news/news.cfm? nid = 2735 (accessed 18 September 2003).
18. http://www.evincible.com (2003) Integrity. Available at http://www.evincible.com/products/integrity.asp (accessed 15 September 2003).
19. http://www.flazoom.com (2000) Hey flasher, stop abusing your visitors. Available at http://www.flazoom.com (accessed 6 September 2003).
20. http://www.nua.ie/ (2002) Online Internet surveys demographics statistics and market research, available at http://www.nua.ie/surveys/index.cgi?f = FS&cat_id = 14 (accessed 28 July 2003).
21. Iprivacy.com (2000) Key market statistics & consumer behavior. Available at http://www.iprivacy.com/press/stats.html (accessed 17 September 2003).
22. Juran, J. M. (1988) Juran on Planning for Quality (New York: The Free Press).
23. Kano, N. et al. (1984) Attractive and normal quality, Quality, 14(2).
24. Keeker, K. (1997) Improving web site usability and appeal. Available at http://msdn.microsoft.com/library/detault.asp?url = /library/en-us/dnsiteplan/ html/improvingsiteusa.asp (accessed 13 September 2003).
25. Madu, C. & Madu, A. (2002) Dimensions of e-quality, International Journal of Quality and Reliability Management, pp. 246-258.
26. Marcus, A. (2002) Return on investment for usable user-interface design: examples and statistics. Available at http://www.amanda.com/resources/ROI/ AMA_ROIWhitePaper_28Feb02.pdf (accessed 12 May 2003).
27. McCall, J. A. (1979) An Introduction to Software Quality Metrics, Software Quality Management, pp. 127-142 (Petrocelli Books).
28. Mercury Interactive (2001) Active watch: challenging industry perceptions of web performance. Available at http://www.mercuryinteractive.de/pdf/ whitepapers/awwp.pdf (Accessed 12 May 2003).
29. Mohanty, R. P. (1998) Understanding the integrated linkage: quality & productivity, Total Quality Management, 9(8), pp. 753-765.
30. Moorsel, A. (2002) Quality of business: metrics for the Internet age. Available at http://www.laas.fr/IFIPWG/Workshops/41/07-Van_Moorsel.pdf. (Accessed 12 May 2003).
31. Morkes, J. & Nielsen, J. (1997) Concise, scannable, and objective: how to write for the web. Available at: http://www.useit.com/papers/webwriting/ writing.html (accessed 6 August 2003).
32. Nielsen, J. et al. (2000) Search: 29 design guidelines for usable search, http://www.nngroup.com/reports/ecommerce/search.html (accessed 12 October 2003).
33. Pallasweb.com (2003) How to make effective use of color in websites. Available at http://www.pallasweb.com/color.html (accesses 8 September 2003).
34. PR Newswire (2000) US e-commerce market paces plenty of room to grow, IDC Reveals, May.
35. Reeves, V. & Bednar, D. (1994) Defining quality: alternatives and implications, Academy of Management Review, 19(3), pp. 415-445.
36. Revell, J. B. (1998) The QFD Handbook (New York: Wiley).
37. Reynolds, M. (2002) Beginning E-commerce with Visual Basic, ASP, SQL Server 7.0 and MTS Wrox Press Ltd., pp. 499-526, 528-544.
38. Small, P. (2001) Web presence 'learning from the mistakes of the dotcom bubble', available at http://www.stigmergicsystems.com/wp/ (accessed 16 September 2003).
39. Spool, J. et al. (1999) Web site Usability: A Designers Guide (New York: Morgan Kaufman).
40. UCLA Internet Report (2003) The Digital Future, http://ccp.ucla.edu/pdf/UCLA-Intemet-Report-Year-Three.pdf (accessed 24 July 2003).
41. UKDynamo.com (2003) Website functionality guidelines, available at www.ukdynamo.com/functionality.phpTmopen = 5&mcur = 19 (accessed 12 October 2003).
42. Uncle-networld.com (2001) Web usability, available at http://uncle-networld.com/articles/writeweb2.html (accessed 17 September 2003).
43. Vassilopoulou, K. & Keeling, K. (2000) Usability Measurement Tool Survey: Differences between Australia and UK (Manchester: Manchester School of Management, UMIST).
44. Ware, S. et al. (1997) Professional Web site Optimization, pp. 5-8 (Wrox Press).
45. Web QoE Workgroup (2002) The web quality of experience solution architecture technology solutions for sustaining E-business customer loyalty and revenue growth. Available at http://www.hoffmanmarcom.com/IT_ebusiness/ Examples/ WebQoEPaperRev03_101_IB.pdf (accessed 13 September 2003).
46. Zeithaml, V. A. et al. (1985) A conceptual model of service quality and its implication for further research, Journal of Marketing, 49, pp. 41-50.
47. Zeithaml, V. A. et al. (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64, Spring, pp. 12-40.
48. Zhang, P. et al. (2002) User expectations and rankings of quality factors in different web site domains, International Journal of Electronic Commerce, 6, pp. 9-33.