İnternet Sitelerinin Kalite Boyutlarının Değerlendirilmesi

Bu çalışmada, internet sitelerinin kalitesini etkileyen faktörler değerlendirilmiştir. Bir internet kullanıcısının, ziyaret ettiği internet sitesinin kalitesini nasıl değerlendirdiği ve internet sitesini tekrar ziyaret etmesinde hangi faktörlerin etkili olduğu tartışılmıştır. Bu kapsamda, internet sitelerinin kalitesinin değerlendirilmesine ilişkin literatürde olan çalışmalar incelenmiş ve internet sitelerinin ve elektronik ticaretin kalite boyutları değerlendirilmiştir. Hizmet işlemlerinin kalitesinin değerlendirilmesinde yaygın olarak kullanılan SERVQUAL modelinin, internet sitelerinin kalitesinin de değerlendirilmesinde kullanılabilir mi? temel sorusu doğrultusunda; internet sitelerinin kalitesinin değerlendirilmesine ilişkin mevcut standartlar, modeller ve literatürde yer alan çalışmalar incelenmiştir. Hizmet işlemlerinin kalitesini değerlendirmek için geliştirilen SERVQUAL modeli internet sitelerinin kalitesinin değerlendirilmesinde de yararlanılabilmektedir ancak, SERVQUAL modelinin boyutlarında, internet sitelerinin kalitesinin değerlendirilmesinde kullanıldığında farklılaşmalar olacaktır.

Evaluation of Quality Dimensions of Web Sites

In this paper, the factors that affect the quality of web sites have been evaluated. The facts that how an internet user evaluate the quality of a web site that he visited and which factors affect the internet user to visit the same web site again in the future are discussed. In this context, the literature has been reviewed and the quality dimensions of web sites and electronic commerce have been evaluated. In the direction of the main question, can SERVQUAL model which is used for evaluating the quality of service operations be used in the evaluation of web sites’ quality?, standards, models and the researches in the literature about the evaluation of web sites’ quality have been examined. SERVQUAL model which is used for evaluating the quality of service operations can be used in the evaluation of web sites’ quality. However, there will be differentiation in the dimensions of SERVQUAL model when used for the evaluation of web sites’ quality.

PDF

___

Aladwani, A.M., Palvia, P.C. (2002). Developing and Validating An Instrument For Measuring User- Perceived Web Quality, Information & Management, Vol:39, No:6.
Barnes S.J., Vidgen R., (2001). An Evaluation of Cyber-Bookshops: The WebQual Method, International Journal of Electronic Commerce, Vol:6,No:1
Bell, H., Tang, N. (1998). The Effectiveness of Commercial Internet Web Sites: A User’s Perspective, Internet Research, Vol:8, No:3
Cai, S., Jun, M. (2003). Internet Users’ Perception of Online Service Quality: A Comparison of Online Buyers and Information Searchers, Managing Service Quality,Vol:13, No:6
Chen, S.J., Chang, T.Z. (2003). A Descriptive Model of Online Shopping Process: Some Emprical Results, International Journal of Service Industry Management, Vol :14, No:5
Cox, J., Dale, B.G. (2001). Service Quality and E-Commerce: An Exploratory Analysis,Managing Service Quality, Vol:11, No:2
Cox, J., Dale, .B.G. (2002). Key Quality Factors in Web Site Design and Use: An Examination, International Journal of Quality & Reliability Management, Vol:19, No:7
Cunliffe, D. (2000). Developing Usable Web Sites- A Review and Model, Internet Research: Electronic Networking Applications and Policy, Vol:10,No:4
Huizingh, E.K. (2000). The Content and Design of Web Sites: An Empirical Study, Information and Management, Vol: 37, No:3
Iwaarden, J.V., Wiele, T.V., Ball, L., Millen, R. (2003). Applying SERVQUAL to Web Sites: An Exploratory Study, International Journal of Quality & Reliability Management, Vol:20, No:8
Iwaarden, J.V., Wiele, T.V., Ball, L., Millen, R. (2004). Perceptions About the Quality of Web Sites: A Survey Amongst Students At Northeastern University and Erasmus University, Information & Management, Vol:41, No:8
Jun, M., Cai, S. (2001). The Key Determinants of Internet Banking Service Quality: A Content Analysis, International Journal of Bank Marketing, Vol:19/7
Lausen, S. (2005). User Interface Design A Software Engineeering Perspective, Pearson, Addison Wesley, UK
Li, Y.N., Tan, K.C., Xie, M. (2003). Factor Analysis of Service Quality Dimension Shifts In The Information Age, Managerial Auditing Journal, Vol:18/4
Liu, C., Arnett, K.P. (2000). Exploring The Factors Associated With Web Site Success In The Context of Electronic Commerce, Information and Management, Vol:38, No:1.
Long, M., Mcmellon, C. (2004). Exploring the Determinants of Retail Service Quality on the Internet, Journal of Service Marketing, Vol:18,No:1
Madu, C.N., Madu, A.A. (2002). Dimensions of E-Quality, International Journal of Quality & Reliability Management, Vol:19,No:3
Nielsen, J. (1994). “Ten Usability Heuristics”, erişim tarihi: şubat, 2005 (http://www.useit.com/ papers/ heuristic/heuristic_list.html)
Nielsen, J. (1998). “Failure of Corporate Websites”, erişim tarihi: Ocak,2005 (http://www.useit.com/alertbox/981018.html)
Nielsen, J. (2003). “Usability 101: Introduction to Usability” erişim tarihi: şubat, 2005 (http://www.useit.com alertbox/20030825.html), )
Nielsen, J. (2005). “Top Ten Web Design Mistakes of 2005”, erişim tarihi: şubat, 2005 (http:// www.useit.com/alertbox/designmistakes.html)
Özcan, O. (2003). Interaktif Media Tasarımında Temel Adımlar, İş Bankası Kültür Yayınları, Genel Yayın No:720
Parasuraman A., Zeithalm V.A., Berry L.L. (1993). More On Improving Service Quality Measurement, Journal of Retailing, Vol:69,No:1
Ranganathan, C., Ganapathy, S. (2002). Key Dimensions of Business-to- Customer Web Sites, Information and Management, Vol:39
Rosen, D.E., Purinton, E. (2004). Website Design: Viewing the Web As a Cognitive Landscape, Journal of Business Research, No:75
Santos, J. (2003). E-Service Quality: A Model of Virtual Service Quality Dimensions,Managing Service Quality, Vol:13, No:3
Tan, K.C., Xie, M., Chia, E. (1998). Quality Function Deployment and Its Use in Designing Information Technology Systems, International Journal of Quality & Reliability Management, Vol:15, No:6
Van Der, M.R., Bekker, J. (2003). A Framework and Methodology for Evaluating E- commerce Web Sites, Internet Research: Electronic Networking Applications and Policy,Vol:13, No:5
Wan, H.A. (2000). Opportunities To Enhance A Commercial Web Site, Information and Management, Vol:38, No:1
Wang, Y.S., Wang, Y.M., Lin, H.H., Tang, T.I. (2003). Determinants of User Acceptance of Internet Banking: An Empirical Study, International Journal of Service Industry Management, Vol:14, No:5
Yang, X., Ahmed, Z.U., Ghingold, M., Boon, G.S., Mei, T.S., Hwa, L.L. (2003a). Consumer Preference for Commercial Web Site Design: An Asia-Pacific Perspective,Journal of Consumer Marketing, Vol:20, No:1.
Yang, Z. Peterson, R.,T, Cai, S. (2003b). Services Quality Dimensions of Internet Retailing: An Exploratory Analysis, Journal of Services Marketing,Vol:17, No:7
Yang, Z., Jun, M., Peterson, R. (2004a). Measuring Customer Perceived Online Service Quality, Scale Development and Managerial Implications, International Journal of Operations & Production Management, Vol:24, No:11
Yang, Z., Fang, X. (2004b). Online Service Quality Dimensions and Their Relationships With Satisfaction – A Content Analysis of Customer Reviews of Securities Brokerage Services, International Journal of Service Industry Management, Vol:15, No:3
Yoo, B. Donthu, N. (2001). Developing A Scale to Measure the Perceived Quality of an Internet Shopping site (SITE QUAL), Quarterly Journal of Electronic Commerce,Vol:2,No:1
Zeithalm V.A., Berry L.L., Parasuraman A. (1988). Communication and Control Processes in the Delivery of Service Quality, Journal of Marketing, Vol:52
Zeithalm, V.A. Parasuraman, A., Malhotra, A. (2001). A Conceptual Framework for Understanding E-Service Quality: Implications for Future Research and Manageri- al Practice, Working Paper, Report No:00-115, Marketing Science Institute, Cam- bridge
Zeithalm V.A., Parasuraman A., Malhotra A. (2002). Service Quality Delivery Through Websites: A Critical Review of Extant Knowledge, Journal of the Academy of Marketing Science, Vol:30,No:4
tst EN ISO 14915-1 tst EN ISO 14915-2 tst EN ISO 14915-3, erişim tarihi: şubat, 2005 (www.tse.org.tr)