WebQual: A Web Site Quality Measure

Assistant Professor Eleanor T. Loiacono
Assistant Professor of MIS, Dept. of Management, WPI

October 27, 2000
11 a.m.
Fuller Labs 320

Abstract

This study developed a validated and reliable measure, WebQual?, for determining Web site quality. A research method of instrument development served as the guiding process. In addition, newer statistical techniques (i.e., structural equation modeling) were used to confirm the reliability and discriminant validity of the measure. Three steps of qualitative data collection were used in the initial phases of research. Revealed in this research are 12 essential components of Web site quality: informational fit-to-task, interactivity, trust, response time, design, intuitiveness, visual appearance, innovativeness, flow, integrated communications, business process relationship, and substitutability. This research provides a validated and reliable instrument that can be used to test Web sites and provides the first comprehensive framework for the study of quality on the Web. It also serves as the foundation for a rich stream of research that may continue past the current Web technology.

Host

Professor Dave Brown

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Last modified: Sep 27, 2006, 16:05 EDT