Straipsnyje analizuojama interneto svetainės kokybė, jos vertinimo kriterijai ir metodai. Remiantis autorių teikiama metodika, atliktas konkrečios mokslo ir studijų institucijos interneto svetainės kokybės tyrimas. Darbe pateikiamas šio virtualaus produkto kokybės suvokimo modelis ir formuojamos tirtos interneto svetainės kokybės pagerinimo rekomendacijos. Straipsnis parengtas remiantis mokslinės ir metodologinės literatūros analize ir šio darbo autorių atlikto tyrimo rezultatais. Interneto svetainės kokybės vertinimas atliktas naudojant ekspertinio vertinimo ir “savęs įvertinimo” metodus, svetainės lankytojų apklausą ir testuojant svetainę Validator, Temesis ir Watchfire mechanizmais.
Santrauka. Dėl vis didesnės interneto skvarbos atsirado nauja verslo erdvė, kurioje verslininkai gali konkuruoti, siūlyti ir pirkti prekes bei paslaugas. Stiprinant konkurencinius verslo gebėjimus pravartu pasitelkti elektroninės komercijos sprendimus, padedančius eliminuoti atstumo veiksnį ir tapusius nepakeičiamu įrankiu vykdant tarptautinę prekybą. Straipsnyje pateikiama literatūros apžvalga ir analizė, kuri buvo atlikta siekiant atrasti e. komercijos kokybės vertinimo gaires ir parodė plačią e. komercijos kokybės vertinimo modelių įvairovę, tačiau nė vienas iš modelių nebuvo visuotinai priimtas. Atlikta turinio analizė leido identifikuoti pagrindines kriterijų, taikytinų e. komercijos kokybei vertinti, grupes. Straipsnyje pateiktas ranguotas kriterijų grupių sąrašas leidžia spręsti, kokioms kriterijų grupėms mokslininkai skiria daugiau dėmesio. Įvertinus tai, kad nagrinėti literatūros šaltiniai apima 25 metų laikotarpį ir juose siūlomi kokybės kriterijai laikui bėgant galėjo prarasti aktualumą, buvo atliktas žvalgybinis e. komercijos ekspertų interviu. Žvalgybinis tyrimas leido identifikuoti aktualius e. komercijos kokybės kriterijus. Nepaisant prielaidos, kad dažniausiai minimi (mokslinėje literatūroje ir ekspertų) kriterijai vertintini kaip prioritetiniai, straipsnyje pabrėžiama, kad rečiau nagrinėjamų kriterijų analizė gali atskleisti e. komercijos kokybės gerinimo potencialą, kartu suteikti konkurencinį pranašumą ir sukurti prielaidas pozicijoms rinkoje stiprinti.Reikšminiai žodžiai: elektroninė komercija, kokybės kriterijai, elektroninės komercijos kokybės vertinimas, kokybės vadyba, kokybės kriterijų rangavimas. IDENTIFICATION AND ANALYSIS OF THE ELECTRONIC COMMERCE QUALITY CRITERIA Natalija GusevaVilnius University, Saulėtekio al. 9, LT-10222 Vilnius, Lietuva E-mail: natalija.guseva@ef.stud.vu.lt Received 25 November 2009; accepted 22 February 2010 Abstract. Internet penetration in everyday life determined the emergence of new business area, where the businessmen can compete, offer and buy goods and services. With the view to reinforce business competitive abilities it is necessary to analyse the e-solutions, which help to reduce the distance factors and optimize information exchange process, and which become an indispensable tool for international business and marketing. This paper presents a literature review and analysis to find the guidelines of e-commerce quality assessment and choice of appropriate system, with a vast range of models proposed for e-solution quality evaluation, none of which was accepted globally. However, a content analysis allowed to identify the main groups of criteria to be applied for e-commerce quality evaluation. The list of criteria groups presented in the paper indicates those
To assure a successful development of e-commerce, it is necessary to define the criteria that could guide the choice of a competitive e-commerce system and its quality evaluation. The aim of this study was to bring together and analyze the e-commerce quality criteria proposed in the scientific literature, by e-commerce experts, and important for customers. Analysis allowed to identify a triple set of e-commerce quality criteria, as well as the differences among the criteria provided by invoked sources. 132the criteria that could sewe as a guide in choosing the appropriate e-commerce system and evaluating its quality.The aim of the study was to identify the most relevant e-commerce quality criteria based of three knowledge sources: scientific literature, e-commerce experts' survey, and e-customers' survey.To this end, the following research methods were invoked: the conceptual content analysis, which allowed rating the most often used e-commerce quality criteria mentioned in the scientific literature; the experts' survey, which enabled to refine the criteria mentioned in the literature and to identify those most relevant nowadays; the e-customers' survey, which allowed to select the e-commerce elements most important for e-customers, as the competitive e-commerce system needs to be flexible and easily adaptable to the various and numerous user requirements. This paper presents the results of the analysis which allowed to discover a triple approach to e-commerce quality and to identify a set of e-commerce quality criteria. E-commerce quality criteria in scientific literatureThe efforts to define the components important for the e-system's performance were made as far back as the 1980s. In 1983, Ives et al. indicated three dimensions that define the quality of the e-system: interactivity, access, and the will to use this system, demonstrated by users. The interest to e-commerce increased in the late 90s when more and more papers discussing the internet products and their evaluation appeared in the literature. For instance, Kettinger and Lee (1994) link the evaluation of e-system's quality with the impression made on the customer, i.e. the perception of the system's reliability and empathy. Dabholkar (1996) mentions the aesthetics and reliability as well, but not only. According to this author, the quality of the e-commerce system can be assessed by the level of the system's efficiency, ease of use, information relevance, flexibility and security. Meantime, Alba et al. (1998) restrict the evaluation criteria to the information quality, which is treated as an essential aspect of e-commerce quality. Blin et al. (1998) proposed to use the quality factors indicated in the IEEE1061 and ISo 9126 standards: efficiency, functionality, maintainability, portability, reliability, and usability.Authors of the later period, when e-commerce began to develop more and more, extend the criteria to the offline area processes; e. g., Ho and Wen-Hsiung Wu (1999) among other criteria mention the post-purchase support, e-commerce syst...
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