A case study of quality evaluation from consumers' perspectives on Malaysian B2C e-commerce websites

A. Abd Wahab, Faudziah Ahmad, Fauziah Baharom, Jamaiah Yahaya

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Many researchers have reported that more than seventy five percent of dot.com companies do not last longer than two years. One contributing factor is the ignorance of dot.com companies on the consumer needs in their website development. Furthermore, consumers' perspectives are often ignored in e-commerce website evaluations. This paper presents a framework for e-commerce quality and evaluation based on consumer perspectives. The framework consists of four components: e-commerce quality metrics, assessment entity, assessment specification and quality level. In order to illustrate the practicality of the framework, a case study on six Malaysian B2C e-commerce websites has been conducted. The findings show the framework is applicable and realistic. The successful implementation of the framework shows that it offers a guidance and standard procedure for e-commerce website quality evaluation that can be used to improve organization websites to meet the consumer need and to keep the organization competitive and sustainable.

Original languageEnglish
Title of host publicationManagement and Technology in Knowledge, Service, Tourism and Hospitality - Proc. of the Annual Int. Conf. on Management and Technology in Knowledge, Service, Tourism and Hospitality 2013, SERVE 2013
Publishershers
Pages19-23
Number of pages5
Publication statusPublished - 2014
EventAnnual International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality 2013, SERVE 2013 - Jakarta
Duration: 14 Dec 201315 Dec 2013

Other

OtherAnnual International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality 2013, SERVE 2013
CityJakarta
Period14/12/1315/12/13

Fingerprint

Websites
Industry
B2C e-commerce
Quality evaluation
Web sites
Specifications
Electronic commerce

ASJC Scopus subject areas

  • Management of Technology and Innovation

Cite this

Abd Wahab, A., Ahmad, F., Baharom, F., & Yahaya, J. (2014). A case study of quality evaluation from consumers' perspectives on Malaysian B2C e-commerce websites. In Management and Technology in Knowledge, Service, Tourism and Hospitality - Proc. of the Annual Int. Conf. on Management and Technology in Knowledge, Service, Tourism and Hospitality 2013, SERVE 2013 (pp. 19-23). shers.

A case study of quality evaluation from consumers' perspectives on Malaysian B2C e-commerce websites. / Abd Wahab, A.; Ahmad, Faudziah; Baharom, Fauziah; Yahaya, Jamaiah.

Management and Technology in Knowledge, Service, Tourism and Hospitality - Proc. of the Annual Int. Conf. on Management and Technology in Knowledge, Service, Tourism and Hospitality 2013, SERVE 2013. shers, 2014. p. 19-23.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abd Wahab, A, Ahmad, F, Baharom, F & Yahaya, J 2014, A case study of quality evaluation from consumers' perspectives on Malaysian B2C e-commerce websites. in Management and Technology in Knowledge, Service, Tourism and Hospitality - Proc. of the Annual Int. Conf. on Management and Technology in Knowledge, Service, Tourism and Hospitality 2013, SERVE 2013. shers, pp. 19-23, Annual International Conference on Management and Technology in Knowledge, Service, Tourism and Hospitality 2013, SERVE 2013, Jakarta, 14/12/13.
Abd Wahab A, Ahmad F, Baharom F, Yahaya J. A case study of quality evaluation from consumers' perspectives on Malaysian B2C e-commerce websites. In Management and Technology in Knowledge, Service, Tourism and Hospitality - Proc. of the Annual Int. Conf. on Management and Technology in Knowledge, Service, Tourism and Hospitality 2013, SERVE 2013. shers. 2014. p. 19-23
Abd Wahab, A. ; Ahmad, Faudziah ; Baharom, Fauziah ; Yahaya, Jamaiah. / A case study of quality evaluation from consumers' perspectives on Malaysian B2C e-commerce websites. Management and Technology in Knowledge, Service, Tourism and Hospitality - Proc. of the Annual Int. Conf. on Management and Technology in Knowledge, Service, Tourism and Hospitality 2013, SERVE 2013. shers, 2014. pp. 19-23
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