Expectations and Rankings of Website Quality Features: Results of Two Studies on User Perceptions

  title={Expectations and Rankings of Website Quality Features: Results of Two Studies on User Perceptions},
  author={Ping Zhang and Gisela M. von Dran},
In the emerging electronic environment, the creation of customer-centered websites is becoming increasingly important. This paper reports two exploratory studies on user perceptions of using web sites. We first use Kano's Model of Quality to conduct an investigation of quality features in the web environment. An independently conducted study later expands the first study by addressing several limitations. The results of both studies suggest that (1) the Kano quality model can be used as a… CONTINUE READING

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