Key quality factors in Web site design and use: an examination

The focus of the research described in this paper was to identify the key quality factors in Web site design and use. From the factors identified, a conceptual model has been developed to assess how a Web site can deliver what its users expect. The model is based on: ease of use, customer confidence, on‐line resources, and relationship services. These facts have been validated in an assessment of a range of Web sites. The model comprises a useful measurement tool which designers can use to suffice the quality of their Web sites.