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 proceedingChapter

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
PublisherCRC Press
Pages19-23
Number of pages5
ISBN (Electronic)9781315775524
ISBN (Print)9781138001336
Publication statusPublished - 1 Jan 2014

Fingerprint

B2C e-commerce
Quality evaluation
Web sites
Electronic commerce
Website evaluation
Factors
Ignorance
Guidance
Evaluation
Quality metrics
Website quality

ASJC Scopus subject areas

  • Economics, Econometrics and Finance(all)
  • Business, Management and Accounting(all)

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 (pp. 19-23). CRC Press.

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. CRC Press, 2014. p. 19-23.

Research output: Chapter in Book/Report/Conference proceedingChapter

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. CRC Press, pp. 19-23.
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. CRC Press. 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. CRC Press, 2014. pp. 19-23
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