Web Site Quality and Usability in E-Commerce

Abstract

Web sites are being widely deployed commercially; however, the factors that affect the customer’s perception on the quality and acceptance of Web sites are unclear. Through a literature review on information systems success, ServQual, and trust, this chapter examines and integrates four sets of factors to capture the quality of e-commerce Web sites: system quality (functionality), information quality (content), service quality, and attractor. Based on the Technology Acceptance Model in comparison with the Theory of Reasoned Action and the theory of Human-Computer Interaction/Usability, a framework is developed relating the Web quality to customers’ beliefs (perceived usefulness and ease of use of the site), attitudes (preferences for the site), and intentions (to revisit the site). A guideline for Web interface design is proposed for Web designers and managers.