The Role of Quality in Websites: A Discussion Focusing on Public Versus Private Sector Organizations

摘要

After 15 years of online experience among most organizations, we witness that increasingly more information and services are provided on the Web. Additionally, website users today are more demanding and knowledgeable compared to some years ago. High expectations and frequent use of online channels in dialogue and interaction place considerable pressure on most organizations. This paper discusses the importance of high quality websites and debates whether quality in public websites is more important compared to the private sector. The concluding remarks speculate on whether the subject of quality is more important within public sector websites, because they are serving all the citizens in provision of public information and services. Conversely, however, the quality of the website within the private sector is probably more important for creating business benefits and marketing exposure. This paper ends by providing suggestions for future research streams linked to the outcome of the present study.