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| Author: | Barnes, S.J. Vidgen, R. |
| Title: | An evaluation of cyber-bookshops: The WebQual method |
| Journal: | International Journal of Electronic Commerce
2001 : FALL, VOL. 6:1, p. 11-30 |
| Index terms: | Electronic commerce Internet Service Book trade Customers Evaluation |
| Freeterms: | e-commerce WWW |
| Language: | eng |
| Abstract: | This paper describes the use of WebQual 2.0 to evaluate Internet bookshop Web sites. Initially applied in the domain of information-intensive Web sites, WebQual 2.0 has been extended and refined to encompass an interaction-quality perspective on e-commerce Web sites. Its development draws on an analysis of the service-quality literature. WebQual assesses Web site quality from the "voice of the customer" perspective, an approach adopted in quality-function deployment. It is used to assess customer perceptions of on-line bookshops, one of the more mature areas of Internet commerce. Three UK-based Internet bookshops are assessed using a natural experiment. Data are collected from students using an on-line questionnaire. Analysis of the results demonstrates considerable variations in the offerings of the Web sites. The findings and their implications for e-commerce are discussed, and conclusions and directions for further research are provided. |
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