DocumentCode :
2519567
Title :
Modeling E-Commerce Website Quality with Quality Function Deployment
Author :
Jinling, Chang ; Tong, Song ; Chunca, Li ; Tao, Song
Author_Institution :
ZhengZhou Inst. of Aeronaut. Ind. Manage., Zhengzhou, China
fYear :
2009
fDate :
21-23 Oct. 2009
Firstpage :
417
Lastpage :
422
Abstract :
The quality of a Web site is a crucial determinant of whether visitors are likely to return to the site. The research of e-commerce quality, such as Loiacono´s WEBQUALTM, neither saw the e-commerce Web site as a product, nor did it analyze e-commerce quality from the quality management and quality assurance. The main contribution of this paper is to construct an e-commerce Web site quality model from the users´ quality requirement, based on total quality management theory and tools. The e-commerce was seen as the product of an activity process in this research. By quality function deployment, the users´ demands were transformed into the quality requirement of the e-commerce Web site, so the customer satisfaction was met. First, 98 image words about e-commerce quality were collected through user survey and literature review. Using KJ tool, the words were reduced to 15. From them, the most frequent 5 quality words were chosen using user questionnaire survey. Surround the 5 words, the users´ quality requirements were acquired and showed as a level table, based on 5 sample Web sites and user interview. In the next phase, the quality characters were sorted and analyzed quantificationally. In the end, a hierarchical e-commerce Web site quality model was built.
Keywords :
Web sites; customer satisfaction; electronic commerce; quality function deployment; KJ tool; customer satisfaction; e-commerce Web site quality modeling; quality assurance; quality function deployment; quality management; user quality requirement; Aerospace industry; Conference management; Electronic commerce; Engineering management; Quality assurance; Quality function deployment; Quality management; Technological innovation; Testing; Total quality management; E-Commerce; QFD; Quality Management; Quality Requirement;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
e-Business Engineering, 2009. ICEBE '09. IEEE International Conference on
Conference_Location :
Macau
Print_ISBN :
978-0-7695-3842-6
Type :
conf
DOI :
10.1109/ICEBE.2009.65
Filename :
5342082
Link To Document :
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