Relative Importance of Web Quality Dimensions

摘要

Quality of web sites has major impact on sales and on overall customer satisfaction in business today. Measuring the qualityof web site from the users’ perspective, will give a fast and early feedback to the firm and will enable it to take correctiveaction and improve its operations. This paper reports on a study investigating the ranking given by the users to various factorsof web site quality and compares it with their perception of the web quality. Extending the work by Aladwani & Palvia, thisstudy validates and revises their model and contributes to better understanding of web quality dimensions. Study concludedthat there are significant differences between the perceptions of consumers who buy products and those buying services interms of their overall perception of web site quality, convenience/availability and specific content of the web site. Studypoints out the importance of security, access and personalization factors for online consumers irrespective of the products orservices purchased online. Low importance attached to appearance and information quality factors of web sites suggests thatthey are considered as ‘qualifiers’ by consumers.