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Journal cover: International Journal of Quality & Reliability Management

International Journal of Quality & Reliability Management

ISSN: 0265-671X
Incorporates: International Journal of Quality Science

Online from: 1984

Subject Area: Managing Quality

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Key quality factors in Web site design and use: an examination


Document Information:
Title:Key quality factors in Web site design and use: an examination
Author(s):J. Cox, (Accenture, London), B.G. Dale, (Manchester School of Management, UMIST, Manchester, UK)
Citation:J. Cox, B.G. Dale, (2002) "Key quality factors in Web site design and use: an examination", International Journal of Quality & Reliability Management, Vol. 19 Iss: 7, pp.862 - 888
Keywords:Design, Internet, Quality, User studies
Article type:Research paper
DOI:10.1108/02656710210434784 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:The focus of the research described in this paper was to identify the key quality factors in Web site design and use. From the factors identified, a conceptual model has been developed to assess how a Web site can deliver what its users expect. The model is based on: ease of use, customer confidence, on-line resources, and relationship services. These facts have been validated in an assessment of a range of Web sites. The model comprises a useful measurement tool which designers can use to suffice the quality of their Web sites.



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