Evaluating website quality using e-service quality dimensions

V. Gnaneswaran, P. S. Pujari, R. R. Bishu

Research output: Chapter in Book/Report/Conference proceedingConference contribution

2 Scopus citations

Abstract

The objectives of this study are to determine the key dimensions that affect user experience on the website and evaluate a tool for measuring website quality. Two e-commerce websites, both from same business domain, were tested across the service quality dimensions identified in this study using a questionnaire. 15 subjects from a company group and 10 subjects from a student group participated the user testing. The results of user testing were then compared with website heuristic evaluation and indicated that the e-service quality dimensions could be used to capture user experience and evaluate quality of a website from a user satisfaction point of view. The results also have ramifications for designers of business websites.

Original languageEnglish (US)
Title of host publication52nd Human Factors and Ergonomics Society Annual Meeting, HFES 2008
Pages1117-1121
Number of pages5
Publication statusPublished - Dec 1 2008
Event52nd Human Factors and Ergonomics Society Annual Meeting, HFES 2008 - New York, NY, United States
Duration: Sep 22 2008Sep 26 2008

Publication series

NameProceedings of the Human Factors and Ergonomics Society
Volume2
ISSN (Print)1071-1813

Conference

Conference52nd Human Factors and Ergonomics Society Annual Meeting, HFES 2008
CountryUnited States
CityNew York, NY
Period9/22/089/26/08

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ASJC Scopus subject areas

  • Human Factors and Ergonomics

Cite this

Gnaneswaran, V., Pujari, P. S., & Bishu, R. R. (2008). Evaluating website quality using e-service quality dimensions. In 52nd Human Factors and Ergonomics Society Annual Meeting, HFES 2008 (pp. 1117-1121). (Proceedings of the Human Factors and Ergonomics Society; Vol. 2).