A quality framework for web site quality: user satisfaction and quality assurance

ABSTRACT

Web site developers need to use of standards and best practices to ensure that Web sites are functional, accessible and interoperable. However many Web sites fail to achieve such goals. This short paper describes how a Web site quality assessment method (E-Qual) might be used in conjunction with a quality assurance framework (QA Focus) to provide a rounded view of Web site quality that takes account of end user and developer perspectives.

REFERENCES

• 1: JISC, Standards and Guidelines to Build a National Resource. http://www.jisc.ac.uk/index.cfm?name=projman_standards
• 2: Barnes, S., and Vidgen, R. An Integrative Approach to the Assessment of E-Commerce Quality, Journal of Electronic Commerce Research, 2002, 3(3): 114--127.
• 3: Barnes, S., & Vidgen, R. (2003), Interactive E-Government: Evaluating the Web Site of the UK Inland Revenue. Journal of Electronic Commerce in Organizations, 2(1), 22pp.
• 4: WebQual home page. http://www.webqual.co.uk/
• 5: Kelly, B., Guy, M. and James, H. Developing A Quality Culture For Digital Library Programmes, Informatica Vol. 27 (3) Oct 2003. ISSN 0350-5596. http://www.ukoln.ac.uk/qa-focus/documents/papers/eunis-2003/
• 6: Kelly, B. Improving the Quality of Your HTML. Ariadne, 38, Jan 2004. http://www.ariadne.ac.uk/issue38/web-focus/
• 7: UKOLN. A URI Interface To Web Testing Tools. QA Focus briefing document 59. http://www.ukoln.ac.uk/qa-focus/documents/briefings/briefing-59/
• 8: Slabey, R. QFD: A Basic Primer. Excerpts from the implementation manual for the three day QFD workshop, Transactions from the Second Symposium on Quality Function Deployment, Novi, Michigan, June 18-19, 1990.
• 9: Jim Thatcher.com. Checking Your Web Pages For Accessibility, http://www.jimthatcher.com/webcourse3.htm

INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.2 User Interfaces (D.2.2, H.1.2, I.3.6)
          Subjects: Benchmarking

Additional Classification:
  K. Computing Milieux
  K.4 COMPUTERS AND SOCIETY
      K.4.2 Social Issues
          Subjects: Handicapped persons/special needs**

General Terms:
Human Factors, Measurement, Standardization

Keywords:
best practices, quality assurance, standards, web site quality