Key quality factors in Web site design and use: An examination

International Journal of Quality and Reliability Management

Volumn 19, Issue 7, 2002, Pages 862-888

  Cox, J ^a   Dale, B G ^b  

^a ACCENTURE   (United States)

^b UNIVERSITY OF MANCHESTER   (United Kingdom)

Author keywords

Design; Internet; Quality; User studies

Indexed keywords

EID: 4344696875     PISSN: 0265671X     EISSN: None     Source Type: Journal    
DOI: 10.1108/02656710210434784     Document Type: Article

References (18)

1. Active Media Research LLC (2000), Top 100 E-commerce Consumer Web Sites, Research Report, Peterborough, April.
2. Andersen Consulting (1999), "One quarter of attempted on-line holiday purchases end in no sales", Anderson Consulting Study, 20 December, New York, NY.
3. Clicksure (1999), Clicksure Quality Standard for Electronic Commerce, Washington, DC.
4. Constantine, L.L. and Lockwood, L.A.O. (1999), Software For Use, Item Press, New York, NY.
5. Creative Good (2000), Dot. Com Survival Guide, Creative Good Inc, 12 June, available at: www.Creative good.come (accessed 15/6/2000).
6. Donlan, J.P. (1999), "The customer centered enterprise", Chief Exective (US), June/February, p. 8.
7. Foremski, T. (2000), "Web site design", The Financial Times.
8. Gann, R. (1999), "Every second counts", Competing, 28 October, pp. 38-40.
9. Heskett, J.L., Jones, T.O., Loveman, G.W., Scsser, W.E. and Schlesinger, L.A. (1994), "Putting the service profit chain to work", Harvard Business Review, Vol. 72 No. 2, pp. 167-74.
10. Holt, M. (2000), "Strategy: ten steps toward a better Web site design", Bangkok Post, B975542.
11. Ody, P. (2000), "The challenging task of building strong e-loyalty: customer relationship marketing", The Financial Times.
12. PR Newswire (2000), "US e-commerce market phcs plenty of room to grow", IDC Reveals, May.
13. Spool, J., Scanlan, T., Schroeder, W., Snyder, C. and De Angels, T. (1999), Web Site Usability: A Designers Guide, Morgan Kaufmann Publishers, New York, NY.
14. Vassilopoulou, K. and Keeling, K. (2000), "Usability measurement tool survey: differences between Australia and UK", Manchester School of Management, UMIST, Manchester, 29 March.
15. Verdict (2000), Verdict on Electronic Shopping, Verdict Web Site, 12 June, available at: www.verdict.com
16. Vernon, M. (2000), Translating "Brand equality on line is a big challenge: reliability and security of brands", The Financial Times, February.
17. Wiegran, G. and Koth, H. (2000), "Customer retention in on-line retail", Journal of Internet Banking and Commerce, Vol. 2, available at: www.arragdev.com/commerle/jibe/9909-07htm
18. Ziff-Davies (2000), "Hold please", PC Week, 24 April.