E-Commerce

148E-Commercefunction deployment (QFD). The application of QFD starts with capturing the voice of“customers” using words that are meaningful to the customers. These qualities are then fedback to the customers and form the basis of an evaluation of the quality of product or aservice (Barnes and Vidgen, 2003).In WebQual, users are asked to rate target sites against each of a range of qualities using aseven-point scale. Thereafter, users will be asked to rate each of the qualities for theimportance that are considered by the user to be most important in any given situation(Barnes and Vidgen, 2003). The standard WebQual 4.0 instrument contains 23 questions (seeTable 2).CategoryUsability:InformationQuality:ServiceInteraction:Table 2. WebQual 4.0 instrumentsQuestions1- I find the site easy to learn to operate2- My interaction with the site is clear and understandable3- I find the site easy to navigate4- I find the site easy to use5- The site has an attractive appearance6- The design is appropriate to the type of site7- The site conveys a sense of competency8- The site creates a positive experience for me9- Provides accurate information10- Provides believable information11- Provides timely information12- Provides relevant information13- Provides easy to understand information14- Provides information at the right level of detail15- presents information in appropriate format16- has a good reputation17- It feels safe to complete transactions18- My personal information feels secure.19- Creates a sense of personalization20- Conveys a sense of community21- Makes it easy to communicate with the organization22- I feel confident that goods/services will be delivered aspromised23-Overall view of the Web site