Web Site Usability, Design, and Performance Metrics

Abstract

Web sites provide the key interface for consumer use of the Internet. This research reports on a series of three studies that developand validate Web site usability, design and performance metrics, including download delay, navigability, site content, interactivity, and responsiveness. The performance metric that was developed includes the subconstructs user satisfaction, the likelihood of return, and the frequency of use. Data was collected in 1997, 1999, and 2000 from corporate Web sites via three methods, namely, a jury, third-party ratings, and a software agent. Significant associations between Web site design elements and Web site performance indicate that the constructs demonstrate good nomological validity. Together, the three studies provide a set of measures with acceptable validity and reliability. The findings also suggest lack of significant common methods biases across the jury-collected data, third-party data, and agent-collected data. Results suggest that Web site success is a first-order construct. Moreover, Web site success is significantly associated with Web site download delay (speed of access and display rate within the Web site), navigation (organization, arrangement, layout, and sequencing), content (amount and variety of product information), interactivity (customization and interactivity), and responsiveness (feedback options and FAQs).

Understanding consumer-to-consumer interactions in virtual communities: The salience of reciprocity

“…Most measures come from existing scales, adapted to fit the study context, with two exceptions. First, the construct of structural-based features of interactivity represents an indicator of the efficiency, navigability, and organization of the message board (Palmer, 2002). The assessment focuses on consumers' attitudes about the convenience of the information search, usefulness of the recent update section, organization of the archive, and reliability of any censorship (Danaher et al, 2006).…”

Tailoring new websites to appeal to those most likely to shop online

“…projecting an image or personality of the merchant). Palmer (2002) suggested that many specific features are important to the success of a website because they contribute to a site's usability or to its media richness (i.e. its ability to communicate information).…”

“…its ability to communicate information). Other functions include navigability (Neilsen, 2000;Palmer, 2002;Radosevich, 1997), communication utility (Li et al, 1999), responsiveness (Palmer, 2002), entertainment value (e.g. Chen et al, 2000;Eighmey, 1997;Goldsmith et al, 2001;Koufaris, 2002), convenience (e.g.…”

“…Interactivity has been widely proposed as a force for site appeal (e.g. Coyle and Thorson, 2001;Haubl and Thrifts, 2000;Palmer, 2002;Schneiderman, 1997;Selz and Shubert, 1997).…”

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

“…Accordingly, SERVQUAL also influenced e-store loyalty in e-retailing (Ponirin et al, 2009). Despite TRUSTWORTHINESS IN MALAYSIA CONTEXT 714 SERVQUAL, website content, website structure, website performance, and attractiveness are found to perform e-loyalty (Palmer, 2002). Wolfinbarger and Gilly (2003) indicated that well-designed website has positive impact on customer loyalty (Koo, 2006).…”