Summary
The article presents a hierarchical framework that supports Web site quality assessment. The framework is composed of a hierarchical structure of criteria and subcriteria and makes use of the analytic hierarchy process to enhance criterion and subcriterion weight value assessment during group assessment. To validate the framework the authors conducted an experiment that involved assessing the Web sites of the three cellular phone service providers in Greece by 122 users. Results confirmed framework validity and rotated factor analysis supported reduction of the original model to a Web site quality-scoring framework, which involves nine composite quality criteria.
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Extract
A Model of Web Site Quality Assessment
INTRODUCTION
Web sites are part of everyday life and are used to exchange and convey information between user communities. Conveyed information comes in different types, languages, and forms. It incorporates text, images, sound, and video and intends to inform, persuade, sell, present a viewpoint, or even change an attitude or belief. Despite Web site proliferation, assessment of site quality remains a challenging area of research (Kritzenberger and Herczeg 2001). Quality relates to customer satisfaction and the level of accomplishment of user expectation when interfacing a Web site (IADAS 2003). ISO/IEC 14598-3 (ISO 1998a) and ISO/IEC FCD 9126-1.2 (ISO 1998b) address generic software quality characteristics; however, they fail to account for the internal characteristics that arise during the creation process (Losavio 2002).As employed in this article, quality captures perceptual aspects likely to be involved in human Web site interaction. These aspects focus on the affective and cognitive royalty of a site, are qualitative, and are subjectively assessed by the user community. Such focus on quality maps to customer satisfaction assessment and contributes to the emergence of Web site quality as an aggregate composite that brings together formal metrics and perceptual user traits (Derek and Tanniru2000).Scientific literature identifies several aspects, or criteria, of quality that are often aggregated to (Athanasou 1999; Bauer and Scharl 2000; Bramley 1999; Hall and Hickman 1999; IADAS 2003; Korpela an...See the full content of this document
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