1. Evaluating Website Quality

2. Website/Portal Quality Is it important? Why? How could we measure it? Who would be in the best position to evaluate a website? What could be some of the dimensions of quality of a website?

3. Webqual Webqual is an instrument which is used to evaluate the quality of websites. Dimensions of quality – Usability – Design – Information Quality – Trust – Empathy

4. Usability Usability – The extent to which a website is easy and intuitive to operate – I find the site easy to learn to operate – My interaction with the site is clear and understandable – I find the site easy to navigate – I find the site easy to use

5. Design Design – How the site looks – The site has an attractive appearance – The design is appropriate to the type of site – The site conveys a sense of competency – The site creates a positive experience for me

6. Information Quality Information Quality – Does the website provide the desired information – Provides accurate information – Provides believable information – Provides timely information – Provides relevant information – Provides easy to understand information – Provides information at the right level of detail – Presents the information in an appropriate format

7. Trust Trust – Is the website secure – Has a good reputation – It feels safe to complete transactions – My personal information feels secure – I feel confident that goods/services will be delivered as promised

8. Empathy Empathy - focuses on the care and individual attention to the customer – Creates a sense of personalization – Conveys a sense of community – Makes it easy to communicate with the organization

9. Webqual Instrument Usability 1I find the site easy to learn to operate 2My interaction with the site is clear and understandable 3I find the site easy to navigate 4I find the site easy to use Design 5The site has an attractive appearance 6The design is appropriate to the type of site 7The site conveys a sense of competency 8The site creates a positive experience for me Information Quality 9Provides accurate information 10Provides believable information 11Provides timely information 12Provides relevant information 13Provides easy to understand information 14Provides information at the right level of detail 15Presents the information in an appropriate format Trust 16Has a good reputation 17It feels safe to complete transactions 18My personal information feels secure 19 I feel confident that goods/services will be delivered as promise Empathy 20Creates a sense of personalization 21Conveys a sense of community 22Makes it easy to communicate with the organization All Questions are answered on a scale of 1 to 7 1 = Strongly Disagree 7 = Strongly Agree