References
- Abels , E. G. 1997 . Identifying user-based criteria for web pages . Internet Research: Electronic Networking Applications and Policy , 7 : 252 – 62 .
- Active Media Research LLC . 2000 . “ Top 100 E-commerce Consumer Web Sites ” . Peterborough Research Report. April
- Carpineto , C. 2001 . Evaluating quality of search in public administration websites . available at http://www.webxtutti.it/documenti/search_quality.html (accessed 12 May 2003)
- Constantine , L. L. and Lockwood , L. A. O. 1999 . Software For Use , New York : Item Press .
- Cox , J. and Dale , B. G. 2002 . Key quality factors in web site design and use: an examination . International Journal of Quality and Reliability Management , : 862 – 888 .
- Cyberatlas.com . 1999 . One quarter of attempted online holidays purchases end in no sales . available at http://cyberatlas.internet.com/markets/retailing/article/0,1323,6061_265191,00.html (accessed 17 September 2003)
- Du , R. 2002 . Control and assurance in E-commerce: privacy, integrity, and security at eBay . available at http://www.som.yale.edu/Faculty/sunder/eBay/AbseBayOct1602.pdf (accessed 16 September 2003)
- Ecommercetimes.com . 2000 . Report: new devices spur E-commerce growth . Available at http://www.ecommercetimes.com/perl/story/4620.html (accessed 16 September 2003)
- Eisenberg , B. 2003 . The empathy sell . Available at http://www.clickz.com/sales/traffic/print.php/2213501 (accessed 14 September 2003)
- Foremski , T. 2000 . Web site design . The Financial Times ,
- Gann , R. 1999 . Every second counts . Competing , 28 October : 38 – 40 .
- Garvin , D. 1984 . What does product quality really mean . Sloan Management Review , : 25 – 43 .
- Garvin , D. 1987 . Competing on the eight dimensions of quality, unconditional Quality . Harvard Business Review ,
- http://cyberatlas.internet.com (2001) Valuable consumers demand personalization. Available at http://cyberatlas.internet.com/markets/retailing/article/0,1323,6061_761911,00.html (accessed 16 September 2003)
- http://msdn.microsoft.com/library/default.asp?url = /library/en-us/dnsiteplan/html/improvingsiteusa.asp (accessed on 13 September 2003)
- http://www.CreativeGood.com (2000) The Dotcom Survival Guide – how to tap the $19 billion customer experience fund. Available at http://interface.free.fr/Archives/DotcomSurvivalGuide.pdf (accessed 13 September 2003)
- http://www.e-gateway.net (2002) Non-English speakers dominant online. Available at http://www.e-gateway.net/infoarea/news/news.cfm? nid = 2735 (accessed 18 September 2003)
- http://www.evincible.com (2003) Integrity. Available at http://www.evincible.com/products/integrity.asp (accessed 15 September 2003)
- http://www.flazoom.com (2000) Hey flasher, stop abusing your visitors. Available at http://www.flazoom.com (accessed 6 September 2003)
- http://www.nua.ie/ (2002) Online Internet surveys demographics statistics and market research, available at http://www.nua.ie/surveys/index.cgi?f = FS&cat_id = 14 (accessed 28 July 2003)
- Iprivacy.com . 2000 . Key market statistics & consumer behavior . Available at http://www.iprivacy.com/press/stats.html (accessed 17 September 2003)
- Juran , J. M. 1988 . Juran on Planning for Quality , New York : The Free Press .
- Kano , N. 1984 . Attractive and normal quality . Quality , 14 ( 2 )
- Keeker , K. 1997 . Improving web site usability and appeal . Available at http://msdn.microsoft.com/library/default.asp?url = /library/en-us/dnsiteplan/html/improvingsiteusa.asp (accessed 13 September 2003)
- Madu , C. and Madu , A. 2002 . Dimensions of e-quality . International Journal of Quality and Reliability Management , : 246 – 258 .
- Marcus , A. 2002 . Return on investment for usable user-interface design: examples and statistics . Available at http://www.amanda.com/resources/ROI/AMA_ROIWhitePaper_28Feb02.pdf (accessed 12 May 2003)
- McCall , J. A. 1979 . An Introduction to Software Quality Metrics, Software Quality Management , 127 – 142 . Petrocelli Books .
- Mercury Interactive . 2001 . Active watch: challenging industry perceptions of web performance . Available at http://www.mercuryinteractive.de/pdf/whitepapers/awwp.pdf (Accessed 12 May 2003)
- Mohanty , R. P. 1998 . Understanding the integrated linkage: quality & productivity . Total Quality Management , 9 ( 8 ) : 753 – 765 .
- Moorsel , A. 2002 . Quality of business: metrics for the Internet age . Available at http://www.laas.fr/IFIPWG/Workshops/41/07-Van_Moorsel.pdf. (Accessed 12 May 2003)
- Morkes , J. and Nielsen , J. 1997 . Concise, scannable, and objective: how to write for the web . Available at: http://www.useit.com/papers/webwriting/writing.html (accessed 6 August 2003)
- Nielsen , J. 2000 . Search: 29 design guidelines for usable search . http://www.nngroup.com/reports/ecommerce/search.html (accessed 12 October 2003)
- Pallasweb.com . 2003 . How to make effective use of color in websites . Available at http://www.pallasweb.com/color.html (accesses 8 September 2003)
- PR Newswire . 2000 . US e-commerce market paces plenty of room to grow . IDC Reveals , May
- Reeves , V. and Bednar , D. 1994 . Defining quality: alternatives and implications . Academy of Management Review , 19 ( 3 ) : 415 – 445 .
- Revell , J. B. 1998 . The QFD Handbook , New York : Wiley .
- Reynolds , M. 2002 . “ Beginning E-commerce with Visual Basic ” . 499 – 526 . ASP, SQL Server 7.0 and MTS Wrox Press Ltd . 528–544
- Small , P. 2001 . Web presence ‘learning from the mistakes of the dotcom bubble’ . available at http://www.stigmergicsystems.com/wp/ (accessed 16 September 2003)
- Spool , J. 1999 . Web site Usability: A Designers Guide , New York : Morgan Kaufman .
- UCLA Internet Report . 2003 . The Digital Future , http://ccp.ucla.edu/pdf/UCLA-Internet-Report-Year-Three.pdf (accessed 24 July 2003)
- UKDynamo.com . 2003 . Website functionality guidelines . available at www.ukdynamo.com/functionality.php?mopen = 5&mcur = 19 (accessed 12 October 2003)
- Uncle-networld.com . 2001 . Web usability, available at http://uncle-networld.com/articles/writeweb2.html (accessed 17 September 2003)
- Vassilopoulou , K. and Keeling , K. 2000 . Usability Measurement Tool Survey: Differences between Australia and UK , Manchester : Manchester School of Management, UMIST .
- Ware , S. 1997 . Professional Web site Optimization , 5 – 8 . Wrox Press .
- Web QoE Workgroup . 2002 . The web quality of experience solution architecture technology solutions for sustaining E-business customer loyalty and revenue growth . Available at http://www.hoffmanmarcom.com/IT_ebusiness/Examples/WebQoEPaperRev03_101_IB.pdf (accessed 13 September 2003)
- Zeithaml , V. A. 1985 . A conceptual model of service quality and its implication for further research . Journal of Marketing , 49 : 41 – 50 .
- Zeithaml , V. A. 1988 . SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 ( Spring ) : 12 – 40 .
- Zhang , P. 2002 . User expectations and rankings of quality factors in different web site domains . International Journal of Electronic Commerce , 6 : 9 – 33 .