![]() Other websites having defects in the usability be revisited using the WUM Such that some websites in general have a good scale of usability, while The experimental results showed that the WUM able to make a decisions Layers browsing layer, parsing layer, evaluation layer and suggestion layer. Online and makes a suggestion according to the results. ![]() WUM able to evaluates the usability of academic websites automatically Quality characteristics, sub- characteristics and criteria. Website success factors and criteria was made to identify necessary Websites from developer perspective was designed and implemented, anĮxtensive study of the literature on existing quality models, essential In this paper a Website Usability Model (WUM) for informational Usability is one of the most important quality factors in any quality The website that need modifications to bring an improvement in the The website is meeting its intended purpose for the intended users.īesides, the results of the evaluation can help to understand the parts of Understanding this nonlinearity may help companies to better identify what improve or offer to customers.Įvaluating the quality of a website helps to assess whether or not So, future studies should lead to a theoretical and practical understanding of managing these services. – Few previous papers explore this nonlinearity in online retail services. Besides, the dimension “service accessibility/speed” has also a direct impact on loyalty if achieving above-average performance, thus reinforcing general customer satisfaction. “Fault recovery” is a “must-be”, “buying reliability” and “service flexibility” are “attractive” and “site interaction/feedback” is one-dimensional. The dimension “service accessibility/speed” has a one-dimensional impact on customer satisfaction, but with higher reward impact than penalty impact. – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. Penalty and reward contrast analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Using factorial analysis with Varimax rotation, five service-quality dimensions are studied: service accessibility/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty.
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