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Chapter VI: Web Site Qualityand Usability in E-Commerce
Mei Cao
Arkansas State University, USA
Qingyu Zhang
Arkansas State
University, USA
Abstract
Web sites are being widely deployed commercially; however, the
factors that affect the customer’s perception on the quality and acceptance of Web sites are
unclear. Through a literature review on information systems success, ServQual, and trust, this
chapter examines and integrates four sets of factors to capture the quality of e-commerce Web
sites: system quality (functionality), information quality (content), service quality, and
attractor. Based on the Technology Acceptance Model in comparison with the Theory of Reasoned
Action and the theory of Human-Computer Interaction/Usability, a framework is developed relating
the Web quality to customers’ beliefs (perceived usefulness and ease of use of the site), attitudes
(preferences for the site), and intentions (to revisit the site). A guideline for Web interface
design is proposed for Web designers and managers.
