-
1
-
-
0036567902
-
Developing and validating an instrument for measuring user-perceived web quality
-
Aladwani, A.M. and Palviab, P.C. (2002), "Developing and validating an instrument for measuring user-perceived web quality", Information and Management, Vol. 39, pp. 467-76.
-
(2002)
Information and Management
, vol.39
, pp. 467-76
-
-
Aladwani, A.M.1
Palviab, P.C.2
-
4
-
-
33845235181
-
Interactive e-government: Evaluating the web site of the UK Inland Revenue
-
Barnes, S. and Vidgen, R. (2003), "Interactive e-government: evaluating the web site of the UK Inland Revenue", Journal of Electronic Commerce in Organizations, Vol. 2 No. 1, p. 22.
-
(2003)
Journal of Electronic Commerce in Organizations
, vol.2
, Issue.1
, pp. 22
-
-
Barnes, S.1
Vidgen, R.2
-
5
-
-
0034965496
-
-
"Assessing the quality of auction web sites", Proceedings of the Hawaii International Conference on Systems Sciences, Maui, Hawaii, January 4-6, 2001
-
Barnes, S.J. and Vidgen, R.T. (2001), "Assessing the quality of auction web sites", Proceedings of the Hawaii International Conference on Systems Sciences, Maui, Hawaii, January 4-6, 2001.
-
(2001)
-
-
Barnes, S.J.1
Vidgen, R.T.2
-
6
-
-
0038516947
-
An integrative approach to the assessment of e-commerce quality
-
Barnes, S.J. and Vidgen, R.T. (2002), "An integrative approach to the assessment of e-commerce quality", Journal of Electronic Commerce, Vol. 3, pp. 114-27.
-
(2002)
Journal of Electronic Commerce
, vol.3
, pp. 114-27
-
-
Barnes, S.J.1
Vidgen, R.T.2
-
7
-
-
34548065878
-
-
"Evaluating WAP news sites: the WEBQUAL/M approach, in global cooperation in the new millennium", Proceedings of the Ninth European Conference on Information Systems, Bled, Slovenia, June 27-29, 2001
-
Barnes, S.J., Liu, K. and Vidgen, R.T. (2001), "Evaluating WAP news sites: the WEBQUAL/M approach, in global cooperation in the new millennium", Proceedings of the Ninth European Conference on Information Systems, Bled, Slovenia, June 27-29, 2001.
-
(2001)
-
-
Barnes, S.J.1
Liu, K.2
Vidgen, R.T.3
-
8
-
-
18844389766
-
Measuring the quality of e-banking portals
-
Bauer, H.H., Hammerschmidt, M. and Falk, T. (2005), "Measuring the quality of e-banking portals", International Journal of Bank Marketing, Vol. 23 No. 2, pp. 153-75.
-
(2005)
International Journal of Bank Marketing
, vol.23
, Issue.2
, pp. 153-75
-
-
Bauer, H.H.1
Hammerschmidt, M.2
Falk, T.3
-
9
-
-
67649201645
-
-
"E-commerce web site quality evaluation", paper presented at the 28th Euromicro Conference, IEEE, 4-6 September, Dortmund
-
Bessa, A.A. and Belchior, A.D. (2002), "E-commerce web site quality evaluation", paper presented at the 28th Euromicro Conference, IEEE, 4-6 September, Dortmund.
-
(2002)
-
-
Bessa, A.A.1
Belchior, A.D.2
-
10
-
-
34548093141
-
-
Common Assessment Framework - CAF, available at: www.eipa.nl/CAF/CAFmenu. htm
-
CAF Resource Center (2006), Common Assessment Framework - CAF, available at: www.eipa.nl/CAF/CAFmenu.htm.
-
(2006)
-
-
Resource Center, C.1
-
11
-
-
84986132890
-
Internet users' perceptions of online service quality: A comparison of online buyers and information searchers
-
Cai, S. and Jun, M. (2003), "Internet users' perceptions of online service quality: a comparison of online buyers and information searchers", Managing Service Quality, Vol. 13 No. 6, pp. 504-19.
-
(2003)
Managing Service Quality
, vol.13
, Issue.6
, pp. 504-19
-
-
Cai, S.1
Jun, M.2
-
12
-
-
34548099348
-
-
available at: http://europa.eu.int/informationsociety/eeurope/i2010/docs/ benchmarking/onlineavailability2006.pdf
-
CapGemini (2006), Online Availability of Public Services: How Is Europe Progressing?, available at: http://europa.eu.int/informationsociety/eeurope/ i2010/docs/benchmarking/onlineavailability2006.pdf.
-
(2006)
Online Availability of Public Services: How Is Europe Progressing?
-
-
Capgemini1
-
13
-
-
34548095549
-
-
"Qos in multichannel IS: the mais approach", in Proceedings of the International Workshop on Web Quality (WQ'04) in conjunction with the ICWE 2004, Munich, Germany, 2004
-
Cappiello, C., Missier, P., Pernici, B., Plebani, P. and Batini, C. (2004), "Qos in multichannel IS: the mais approach", in Proceedings of the International Workshop on Web Quality (WQ'04) in conjunction with the ICWE 2004, Munich, Germany, 2004.
-
(2004)
-
-
Cappiello, C.1
Missier, P.2
Pernici, B.3
Plebani, P.4
Batini, C.5
-
14
-
-
0012318664
-
Modeling quality of service for workflows and web services processes
-
Cardoso, J., Miller, J., Sheth, A. and Arnold, J. (2002), "Modeling quality of service for workflows and web services processes", The Very Large Data Bases Journal.
-
(2002)
The Very Large Data Bases Journal
-
-
Cardoso, J.1
Miller, J.2
Sheth, A.3
Arnold, J.4
-
15
-
-
34250685380
-
-
"Defining a quality model for portal data", paper presented at the Sixth International Conference on Web Engineering (ICWE'06), Palo Alto, CA, July 11-14
-
Caro, A., Calero, C., Cabalero, I. and Piattini, M. (2006), "Defining a quality model for portal data", paper presented at the Sixth International Conference on Web Engineering (ICWE'06), Palo Alto, CA, July 11-14.
-
(2006)
-
-
Caro, A.1
Calero, C.2
Cabalero, I.3
Piattini, M.4
-
16
-
-
4344696875
-
Key quality factors in web site design and use: An examination
-
Cox, J. and Dale, B.G. (2002), "Key quality factors in web site design and use: an examination", International Journal of Quality & Reliability Management, Vol. 19 No. 7, pp. 862-88.
-
(2002)
International Journal of Quality & Reliability Management
, vol.19
, Issue.7
, pp. 862-88
-
-
Cox, J.1
Dale, B.G.2
-
17
-
-
55249087535
-
Perceived usefulness, perceived ease of use, and user acceptance of information technology
-
Davis, F.D. (1989), "Perceived usefulness, perceived ease of use, and user acceptance of information technology", MIS Quarterly, Vol. 13 No. 3, pp. 319-40.
-
(1989)
MIS Quarterly
, vol.13
, Issue.3
, pp. 319-40
-
-
Davis, F.D.1
-
18
-
-
34548107988
-
-
The European Foundation for Quality Management available at www.efqm.org/
-
EFQM (2007), The European Foundation for Quality Management available at www.efqm.org/.
-
(2007)
-
-
Efqm1
-
19
-
-
34548089334
-
-
"Top of the web: user satisfaction and usage survey of e-government services, available at: http://europa.eu.int/informationsociety/activities/ egovernmentresearch/doc/topofthewebreport2004.pdf
-
e-Government Unit, DG Information Society, European Commission (2004), "Top of the web: user satisfaction and usage survey of e-government services, available at: http://europa.eu.int/informationsociety/activities/ egovernmentresearch/doc/topofthewebreport2004.pdf.
-
(2004)
-
-
E-Government Unit, D.G.1
Society European Commission, I.2
-
20
-
-
34548065077
-
-
"The EPAN contribution to the success of the Lisbon strategy", available at: www.eupan.org/cms/repository/document/ 14LisbonAdHocGroupTheEPANcontributionToLisbon.pdf
-
EPAN (2005), "The EPAN contribution to the success of the Lisbon strategy", available at: www.eupan.org/cms/repository/document/ 14LisbonAdHocGroupTheEPANcontributionToLisbon.pdf.
-
(2005)
-
-
Epan1
-
21
-
-
0003551671
-
-
Addison-Wesley Reading, MA
-
Fishbein, M. and Ajzen, I. (1975), Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA.
-
(1975)
Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research
-
-
Fishbein, M.1
Ajzen, I.2
-
22
-
-
84986133100
-
Assessing service quality on the web: Evidence from business-to-consumer portals
-
Gounaris, S. and Dimitriadis, S. (2003), "Assessing service quality on the web: evidence from business-to-consumer portals", Journal of Services Marketing, Vol. 17 No. 5, pp. 529-48.
-
(2003)
Journal of Services Marketing
, vol.17
, Issue.5
, pp. 529-48
-
-
Gounaris, S.1
Dimitriadis, S.2
-
23
-
-
33749649837
-
-
"Assessing user satisfaction of e-government services: development and testing of quality-in-use satisfaction with advanced traveler information systems (ATIS)", Proceedings of the 39th Hawaii International Conference on System Sciences, Hawaii, 2006
-
Horan, T.A., Abhichandani, T. and Rayalu, R. (2006), "Assessing user satisfaction of e-government services: development and testing of quality-in-use satisfaction with advanced traveler information systems (ATIS)", Proceedings of the 39th Hawaii International Conference on System Sciences, Hawaii, 2006.
-
(2006)
-
-
Horan, T.A.1
Abhichandani, T.2
Rayalu, R.3
-
25
-
-
34548104000
-
-
"Quality management principles", available at: www.iso.org/iso/en/iso9000-14000/understand/qmp.html
-
ISO (2006), "Quality management principles", available at: www.iso.org/iso/en/iso9000-14000/understand/qmp.html.
-
(2006)
-
-
Iso1
-
26
-
-
0037818412
-
Statistical profiles of highly-rated web sites
-
Ivory, M.Y. and Hearst, M.A. (2002), "Statistical profiles of highly-rated web sites", CHI2, Vol. 1 No. 1, pp. 367-74.
-
(2002)
CHI2
, vol.1
, Issue.1
, pp. 367-74
-
-
Ivory, M.Y.1
Hearst, M.A.2
-
27
-
-
33745195974
-
Evolution of web site design patterns
-
Ivory, M.Y. and Megraw, R. (2005), "Evolution of web site design patterns", ACM Transactions on Information Systems, Vol. 23 No. 4, pp. 463-97.
-
(2005)
ACM Transactions on Information Systems
, vol.23
, Issue.4
, pp. 463-97
-
-
Ivory, M.Y.1
Megraw, R.2
-
28
-
-
33744783349
-
Applying SERVQUAL to web sites: An exploratory study
-
Iwaarden, J., Wiele, T., Ball, L. and Millen, R. (2003), "Applying SERVQUAL to web sites: an exploratory study", International Journal of Quality & Reliability Management, Vol. 20 No. 8, pp. 919-35.
-
(2003)
International Journal of Quality & Reliability Management
, vol.20
, Issue.8
, pp. 919-35
-
-
Iwaarden, J.1
Wiele, T.2
Ball, L.3
Millen, R.4
-
29
-
-
4344710644
-
Perceptions about the quality of web sites: A survey amongst students at Northeastern University and Erasmus University
-
Iwaarden, J., Wiele, T., Ball, L. and Millen, R. (2004), "Perceptions about the quality of web sites: a survey amongst students at Northeastern University and Erasmus University", Information and Management, Vol. 41, pp. 947-59.
-
(2004)
Information and Management
, vol.41
, pp. 947-59
-
-
Iwaarden, J.1
Wiele, T.2
Ball, L.3
Millen, R.4
-
30
-
-
34548083622
-
-
"Quality assessment and benchmarking of Norwegian public web sites", Proceedings of the European Conference on e-government, 16-18 June 2004, Dublin
-
Jansen, A. and Ølnes, S. (2004), "Quality assessment and benchmarking of Norwegian public web sites", Proceedings of the European Conference on e-government, 16-18 June 2004, Dublin.
-
(2004)
-
-
Jansen, A.1
Ølnes, S.2
-
31
-
-
0026494564
-
The balanced scorecard: Measures that drive performance
-
Kaplan, R.S. and Norton, D.P. (1992), "The balanced scorecard: measures that drive performance", Harvard Business Review, Vol. 70 No. 1, pp. 71-9.
-
(1992)
Harvard Business Review
, vol.70
, Issue.1
, pp. 71-9
-
-
Kaplan, R.S.1
Norton, D.P.2
-
32
-
-
77953044414
-
-
"A quality framework for web site quality: user satisfaction and quality assurance", paper presented at the WWW 2005, Chiba, May 10-14
-
Kelly, B. and Vidgen, R. (2005), "A quality framework for web site quality: user satisfaction and quality assurance", paper presented at the WWW 2005, Chiba, May 10-14.
-
(2005)
-
-
Kelly, B.1
Vidgen, R.2
-
33
-
-
34548090656
-
-
"Intelligent measuring and improving model for customer satisfaction level in e-government", paper presented at the Electronic Government: 4th International Conference, EGOV 2005, Copenhagen, August 22-26
-
Kim, T.H., Im, K.H. and Park, S.C. (2005), "Intelligent measuring and improving model for customer satisfaction level in e-government", paper presented at the Electronic Government: 4th International Conference, EGOV 2005, Copenhagen, August 22-26.
-
(2005)
-
-
Kim, T.H.1
Im, K.H.2
Park, S.C.3
-
34
-
-
18844393401
-
Customer perceptions of e-service quality in online shopping
-
Lee, G.G. and Lin, H.F. (2005), "Customer perceptions of e-service quality in online shopping", International Journal of Retail & Distribution Management, Vol. 33 No. 2, pp. 161-76.
-
(2005)
International Journal of Retail & Distribution Management
, vol.33
, Issue.2
, pp. 161-76
-
-
Lee, G.G.1
Lin, H.F.2
-
35
-
-
70349192052
-
-
"Exploring the impact of online service quality on portal site usage", Proceedings of the 35th Hawaii International Conference on Systems Science, Hawaii, USA
-
Lin, C.S. and Wu, S. (2002), "Exploring the impact of online service quality on portal site usage", Proceedings of the 35th Hawaii International Conference on Systems Science, Hawaii, USA.
-
(2002)
-
-
Lin, C.S.1
Wu, S.2
-
36
-
-
34548082962
-
-
"WebQual™: a web site quality instrument", Working Paper 2000-126-0, University of Georgia, Atlanta, GA
-
Loiacono, E.T., Watson, R.T. and Goodhue, D.L. (2000), "WebQual™: a web site quality instrument", Working Paper 2000-126-0, University of Georgia, Atlanta, GA.
-
(2000)
-
-
Loiacono, E.T.1
Watson, R.T.2
Goodhue, D.L.3
-
37
-
-
34548091199
-
-
"Understanding quality of service for web services", IBM DeveloperWorks, available at: www-128.ibm.com/developerworks/library/ws-quality. html
-
Mani, A. and Nagarajan, A. (2002), "Understanding quality of service for web services", IBM DeveloperWorks, available at: www-128.ibm.com/ developerworks/library/ws-quality.html.
-
(2002)
-
-
Mani, A.1
Nagarajan, A.2
-
38
-
-
20444468901
-
B2C e-commerce web site quality: An empirical examination
-
Mei, C., Zhang, Q. and Seydel, J. (2005), "B2C e-commerce web site quality: an empirical examination", Industrial Management & Data Systems, Vol. 105 No. 5, pp. 645-61.
-
(2005)
Industrial Management & Data Systems
, vol.105
, Issue.5
, pp. 645-61
-
-
Mei, C.1
Zhang, Q.2
Seydel, J.3
-
39
-
-
0037247607
-
Evaluating and designing web site quality
-
Mich, L., Franch, M. and Gaio, L. (2003), "Evaluating and designing web site quality", IEEE MultiMedia, January-March, pp. 34-43.
-
(2003)
IEEE MultiMedia
, pp. 34-43
-
-
Mich, L.1
Franch, M.2
Gaio, L.3
-
40
-
-
34548064737
-
-
"The inventors of six Sigma", available at: www.motorola.com/content/0,3079,00.html
-
Motorola University (2006a), "The inventors of six Sigma", available at: www.motorola.com/content/0,3079,00.html.
-
(2006)
-
-
University, M.1
-
41
-
-
34548069836
-
-
available at: www.motorola.com/content/0,3088,00.html
-
Motorola University (2006b), What is Six Sigma?, available at: www.motorola.com/content/0,3088,00.html.
-
(2006)
What Is Six Sigma?
-
-
University, M.1
-
42
-
-
33748863012
-
-
"A comprehensive model for web sites quality", Proceedings of the 2005 Seventh IEEE International Symposium on Web Site Evolution (WSE'05), Budapest, 26 September
-
Oreste, S. (2005), "A comprehensive model for web sites quality", Proceedings of the 2005 Seventh IEEE International Symposium on Web Site Evolution (WSE'05), Budapest, 26 September.
-
(2005)
-
-
Oreste, S.1
-
43
-
-
0001312089
-
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
-
Parasuraman, A., Zeithaml, V.A. and Berry, L. (1988), "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
-
(1988)
Journal of Retailing
, vol.64
, Issue.1
, pp. 12-40
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.3
-
44
-
-
20444499779
-
E-S-QUAL: A multiple-item scale for assessing electronic service quality
-
Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), "E-S-QUAL: a multiple-item scale for assessing electronic service quality", Journal of Service Research, Vol. 7, pp. 213-34.
-
(2005)
Journal of Service Research
, vol.7
, pp. 213-34
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Malhotra, A.3
-
45
-
-
34548059080
-
-
"How does six sigma work", available at: www.pqa.net/ ProdServices/sixsigma/W06002001.html
-
Process Quality Associates (2001), "How does six sigma work", available at: www.pqa.net/ProdServices/sixsigma/W06002001.html.
-
(2001)
-
-
Quality Associates, P.1
-
46
-
-
30444453654
-
The initial development of the WebMedQual scale: Domain assessment of the construct of quality of health web sites
-
Provost, M., Koompalum, D., Dong, D. and Martin, B.C. (2006), "The initial development of the WebMedQual scale: domain assessment of the construct of quality of health web sites", International Journal of Medical Informatics, Vol. 75, pp. 42-57.
-
(2006)
International Journal of Medical Informatics
, vol.75
, pp. 42-57
-
-
Provost, M.1
Koompalum, D.2
Dong, D.3
Martin, B.C.4
-
48
-
-
33750001310
-
The development of e-service in Thai government
-
available at: www.bu.ac.th/knowledgecenter/epaper/janjune2004/nittana.pdf
-
Sukasame, N. (2004), "The development of e-service in Thai government", BU Academic Review, Vol. 3, available at: www.bu.ac.th/ knowledgecenter/epaper/janjune2004/nittana.pdf.
-
(2004)
BU Academic Review
, vol.3
-
-
Sukasame, N.1
-
49
-
-
33645618181
-
-
available at: www.developer.com/services/article.php/2027911 (accessed February 10, 2006)
-
Sumra, R. and Arulazi, D. (2003), Quality of Service for Web Services - Demystification, Limitations, and Best Practices, available at: www.developer.com/services/article.php/2027911 (accessed February 10, 2006).
-
(2003)
Quality of Service for Web Services - Demystification, Limitations, and Best Practices
-
-
Sumra, R.1
Arulazi, D.2
-
50
-
-
14844352238
-
Developing and validating a nursing web site evaluation questionnaire
-
Tsai, S.L. and Chai, S.K. (2005), "Developing and validating a nursing web site evaluation questionnaire", Journal of Advanced Nursing, Vol. 49 No. 4, pp. 406-13.
-
(2005)
Journal of Advanced Nursing
, vol.49
, Issue.4
, pp. 406-13
-
-
Tsai, S.L.1
Chai, S.K.2
-
51
-
-
34548059656
-
-
W3C Web Content Accessibility Guidelines 1.0, available at: www.w3.org/TR/WAI-WEBCONTENT/
-
W3C (1999), Web Content Accessibility Guidelines 1.0, available at: www.w3.org/TR/WAI-WEBCONTENT/.
-
(1999)
-
-
-
54
-
-
34548068744
-
Assessing the quality of web sites used in higher open distance education courses
-
Xenos, M., Dermitzioti, E. and Pierrakeas, C. (2004), "Assessing the quality of web sites used in higher open distance education courses", Education, Communication & Information, Vol. 4 Nos 2/3.
-
(2004)
Education, Communication & Information
, vol.4
, Issue.23
-
-
Xenos, M.1
Dermitzioti, E.2
Pierrakeas, C.3
-
55
-
-
8644286330
-
Measuring customer perceived online service quality-scale development and managerial implications
-
Yang, Z., Jun, M. and Peterson, R.T. (2004), "Measuring customer perceived online service quality-scale development and managerial implications", International Journal of Operations & Product Management, Vol. 24 No. 11, pp. 1149-74.
-
(2004)
International Journal of Operations & Product Management
, vol.24
, Issue.11
, pp. 1149-74
-
-
Yang, Z.1
Jun, M.2
Peterson, R.T.3
-
56
-
-
12244267312
-
Development and validation of an instrument to measure user perceived service quality of information presenting web portals
-
Yang, Z., Cai, S., Zhou, Z. and Zhou, N. (2005), "Development and validation of an instrument to measure user perceived service quality of information presenting web portals", Information & Management, Vol. 42, pp. 575-89.
-
(2005)
Information & Management
, vol.42
, pp. 575-89
-
-
Yang, Z.1
Cai, S.2
Zhou, Z.3
Zhou, N.4
-
57
-
-
34548089584
-
-
"A conceptual framework for understanding e-service quality: implications for future research and managerial practice", working paper, Report 00-115, 2000, Marketing Science Institute, Cambridge, MA
-
Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2000), "A conceptual framework for understanding e-service quality: implications for future research and managerial practice", working paper, Report 00-115, 2000, Marketing Science Institute, Cambridge, MA.
-
(2000)
-
-
Zeithaml, V.A.1
Parasuraman, A.2
Malhotra, A.3
-
58
-
-
0036399221
-
Service quality delivery through web sites: A critical review of extant knowledge
-
Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002), "Service quality delivery through web sites: a critical review of extant knowledge", Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 362-75.
-
(2002)
Journal of the Academy of Marketing Science
, vol.30
, Issue.4
, pp. 362-75
-
-
Zeithaml, V.A.1
Parasuraman, A.2
Malhotra, A.3
-
59
-
-
27744515795
-
A consumer perspective of e-service quality
-
Zhang, X. and Prybutok, V.R. (2005), "A consumer perspective of e-service quality", IEEE Transactions on Engineering Management, Vol. 52 No. 4, p. 2005.
-
(2005)
IEEE Transactions on Engineering Management
, vol.52
, Issue.4
, pp. 2005
-
-
Zhang, X.1
Prybutok, V.R.2
|