Abstract
To find a strategy for improving the competitiveness of Web sites, it is necessary to use comprehensive, integrated Web site quality dimensions that effectively discover which improvements are needed. Previous studies on Web site quality, however, seem to have inconsistent and confusing scopes, creating a need of reconciliation among the quality dimensions. Therefore, this chapter attempts to provide a Web site quality model that can comprise all the quality scopes provided by previous studies. The relationship between the specific dimensions of the quality model and the characteristics or merits of Web 2.0 was discussed in this chapter with actual Web site examples. It is expected that this study can help Web sites improve their competitiveness in the Web 2.0 environment.
TopBackground
Many studies have provided various website quality dimensions. Among them, we have examined and summarized 28 studies which comprise quality dimensions that are crucial in the usage of website, rather ones relevant to website developers including maintainability and recoverability. Only those with significant characteristics especially from the perspective of customers are explained in this paper.
Barnes and Vidgen have suggested and revised eQual method (previously called WebQual) to assess website quality in various domains of websites including university websites (Barnes & Vidgen, 2000), auction websites (Barnes & Vidgen, 2001), Internet bookstores (Barnes & Vidgen, 2005), and information-extensive websites (Barnes & Vidgen, 2003). Their latest method, eQual 4.0, consists of usability, information, and service interaction instruments (Barnes & Vidgen, 2005).
Key Terms in this Chapter
System Quality: Quality dimensions based on technological factors for a website including availability, efficiency, reliability, security
Interface Quality: Quality dimensions with which a user may feel about interfaces and interactivity, including proximity, compatibility, navigation, appearance, and layout
Website Quality Model: An integrative set of dimensions that comprehensively cover the entire aspect of website quality
Service quality: Quality dimensions that promote interactivity among website users and are concerned with responding users' activities, including customization, support, channel diversity, responsiveness, incentive, and compensation
Website Quality Dimensions: Specific categories that are required to be considered in assessing website quality
Information Quality: Quality dimensions related to information a website provides including completeness, timeliness, comprehensibility, trustworthy, presentation variability, architecture, and search capability
Emotional Quality: Quality dimensions concerned with emotions that users may feel while using a website, assurance, empathy, interaction, playfulness, and emotion