Measuring website service quality for Malaysian companies

Abstract

A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to be understood so as to be managed more effectively. The key dimension of this study is to identify the website service quality through the qualitative and quantitative approaches. The website quality theories, focus groups and survey results generate numerous dimensions and items for the understanding and measuring the website service quality of various public-listed companies in Malaysia, particularly from the users’ viewpoint. The laboratory-based method obtains data from the external users’ websites whereas mail surveys aims to gather the views from the organizations’ website. These two approaches use to obtain the perceptual data for further quantitative analysis. Based on the Reliability and Factor Analysis as well as Structural Equation Modeling, there are six valid and reliable dimensions of website service quality identified, namely: Assurance, Tangibles, Content Quality, Technical Quality, Organisation Information, and Address. The implications and future research directions will be also discussed in the following sections of this study.

Website quality and company’s market value: an exploration of SMEs and large firms in the Stock Exchange of Thailand

“…Website quality is a multi-dimensional concept. Past research identified four dimensions of website quality as technical adequacy, the appearance and visual appeal of the website, the quality content and specific content related to products, customer support and privacy (Voon et al , 2009). Website quality dimensions could also be security, enjoyment, information quality, ease of use and service quality (Hasanov and Khalid, 2015).…”

“…(Kumar and Hasteer, 2017). In addition to the technical quality, information on websites has to be well-organized (Voon et al , 2009). Firms’ financial outcomes such as profitability could increase if they provide sufficient corporate information on their websites and show consideration for stakeholders’ experiences (Na et al , 2019; Homayoun and Rahman, 2010).…”

“…They are one of the marketing tools that provide information to potential customers and investors, share visions and goals to existing customers, create interests among potential investors and increase their public awareness (Bollen et al , 2006; Na et al , 2019; AbuGhazaleh et al , 2012; Sastika et al , 2016). Enterprises can use websites in several activities, such as electronic commerce and investor relations (IR) (Na et al , 2019; AbuGhazaleh et al , 2012; Voon et al , 2009; Sharma and Lijuan, 2015). IR websites present a wide range of information, i.e.…”

“…Websites should reflect the company’s efforts through its quality interface (van Iwaarden et al , 2004). Their design and features influence users’ attitudes, perceptions and behavioral intentions (Voon et al , 2009). A company’s website should possess quality attributes to provide better online experiences for stakeholders (Galati et al , 2016; Kumar and Hasteer, 2017; Hasanov and Khalid, 2015).…”

“…There is limited research on website quality measurement. The website quality is also a multi-dimensional concept, which is often subjectively characterized based on user perceptions (Voon et al , 2009; Galati et al , 2016; Biswas et al , 2019; Sastika et al , 2016; Fatahi and Moosavi Bideleh, 2018). Evaluation methods directed by human raters can assess only external attributes rather than internal attributes of websites.…”