An evaluation of cyber-bookshops: the WebQual method

Barnes, Stuart J. and Vidgen, Richard T. (2001) An evaluation of cyber-bookshops: the WebQual method. International Journal of Electronic Commerce, 6 (1). pp. 6-25. ISSN 1086-4415. (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

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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.

Item Type: Article
Subjects: H Social Sciences
H Social Sciences > HA Statistics > HA33 Management Science
Divisions: Faculties > Social Sciences > Kent Business School
Faculties > Social Sciences > Kent Business School > Management Science
Depositing User: Cathy Norman
Date Deposited: 18 Jul 2013 15:42 UTC
Last Modified: 17 Apr 2014 13:41 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/34780 (The current URI for this page, for reference purposes)
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