An evaluation of cyber-bookshops: The WebQual method

Barnes, Stuart J. and Vidgen, Richard (2001) An evaluation of cyber-bookshops: The WebQual method. International Journal of Electronic Commerce, 6 (1). pp. 11-30. ISSN 1086-4415

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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
Uncontrolled Keywords: on-line bookshop,quality-function deployment,servqual,webqual
Faculty \ School: Faculty of Social Sciences > Norwich Business School
Depositing User: Stuart Barnes
Date Deposited: 01 Sep 2001
Last Modified: 04 Sep 2023 11:30
DOI: 10.1080/10864415.2001.11044225

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