1. Quality Challenges in E-Commerce Web sites Ronan Fitzpatrick School of Computing, Dublin Institute of Technology, Kevin Street, Dublin 8, Ireland. Email: ronan.fitzpatrick@comp.dit.ie INTERACT 2003: Exploring the Total Customer Experience: Usability Evaluations of (B2C) E-Commerce Environments. Ninth IFIP TC International Conference on Human-Computer Interaction 2 September, 2003 Zurich, Switzerland

2. Quality Challenges in E-Commerce Web sites Ronan Fitzpatrick Exploring (B2B) TCE, September 2003, Zurich Overview Software product quality Web site quality Additional quality factors for the WWW Customer quality perspective in TCE Web site methods and metrics

3. Quality Challenges in E-Commerce Web sites Ronan Fitzpatrick Exploring (B2B) TCE, September 2003, Zurich Software Product Quality (Product View) Quality Factors Quality Assurance Methods Unit, Inspection, System, Acceptance Blackbox Testing, Whitebox Testing Metrics

4. Quality Challenges in E-Commerce Web sites Ronan Fitzpatrick Exploring (B2B) TCE, September 2003, Zurich Web site quality (Towards the Broader View) Web site quality factors Owner Developer Website Customer Differentiation Credibility Visibility Intelligibility Engagibility

5. Quality Challenges in E-Commerce Web sites Ronan Fitzpatrick Exploring (B2B) TCE, September 2003, Zurich 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

6. Quality Challenges in E-Commerce Web sites Ronan Fitzpatrick Exploring (B2B) TCE, September 2003, Zurich 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

7. Quality Challenges in E-Commerce Web sites Ronan Fitzpatrick Exploring (B2B) TCE, September 2003, Zurich 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