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.
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