Quality Challenges in E-Commerce Web sites

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Quality Challenges in E-Commerce Web sites
 Ronan Fitzpatrick School of Computing, Dublin
Institute of Technology, Kevin Street, Dublin 8,
Ireland. Email ronan.fitzpatrick_at_comp.dit.ie INT
ERACT 2003 Exploring the Total Customer
ExperienceUsability Evaluations of (B2C)
E-Commerce Environments. Ninth IFIP TC
International Conference on Human-Computer
Interaction 2 September, 2003 Zurich,
Switzerland
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Overview

• Software product quality
• Web site quality
• Additional quality factors for the WWW
• Customer quality perspective in TCE
• Web site methods and metrics

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Software Product Quality(Product View)

• Quality Factors
• Quality Assurance Methods
• Unit, Inspection, System, Acceptance
• Blackbox Testing, Whitebox Testing
• Metrics

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Web site quality(Towards the Broader View)

• Web site quality factors

Owner
Differentiation
Visibility
Developer
Customer
Credibility
Intelligibility
Engagibility
Website
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Additional quality factors for the WWW
Differentiation - The extent to which a Web site demonstrates corporate superiority. Speciality Identity
Visibility - The ease with which a user can visit a Web site. Tracability, Retrievability, Ease-of-access
Intelligibility - The ease with which a user can assimilate and interpret Web site content. Legibility Audibility Comprehensibility
Credibility - The level of user confidence with the content of the Web site. Integrity Accuracy
Engagibility - The extent to which a visitor achieves a complete experience at a Web site. Navigability Interactivity Appeal
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Customer quality perspective in TCE

• More than Quality Factors Broader view
• Quality Content
• Quality E-Commerce tools
• Quality interactivity
• Quality user interface
• Quality factors
• For example, safety, security (credit card),
  trust, confidence, (confidentiality, integrity,
  authenticity, completeness?) intelligibility,
  credibility, authority, currency

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Web site Methods and Metrics

• Quality Factors
• Quality Assurance Methods
• Some new evaluation approaches evolving
• Metrics
• Log file analysis, newspaper readership and radio
  listenership statistics