This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Download to citation manager Citing Articles Citing Articles via HighWire Citing Articles via Google Scholar Google Scholar Articles by Palmer, J. W. Search for Related Content

Web Site Usability, Design, and Performance Metrics

University of Maryland, R. H. Smith School of Business, Decision and Information Technologies, 4348 Van Munching Hall, College Park, Maryland 20742-1871
jpalmer{at}rhsmith.umd.edu

Web sites provide the key interface for consumer use of the Internet. This research reports on a series of three studies that developand validate Web site usability, design and performance metrics, including download delay, navigability, site content, interactivity, and responsiveness. The performance metric that was developed includes the subconstructs user satisfaction, the likelihood of return, and the frequency of use.

Data was collected in 1997, 1999, and 2000 from corporate Web sites via three methods, namely, a jury, third-party ratings, and a software agent. Significant associations between Web site design elements and Web site performance indicate that the constructs demonstrate good nomological validity. Together, the three studies provide a set of measures with acceptable validity and reliability. The findings also suggest lack of significant common methods biases across the jury-collected data, third-party data, and agent-collected data.

Results suggest that Web site success is a first-order construct. Moreover, Web site success is significantly associated with Web site download delay (speed of access and display rate within the Web site), navigation (organization, arrangement, layout, and sequencing), content (amount and variety of product information), interactivity (customization and interactivity), and responsiveness (feedback options and FAQs).

Key Words: e-Commerce, Web Metrics, or Measurement; Web Site Usability; Design and Performance Constructs; Construct Validity; Nomological Validity
History: This paper was received on January 10, 2000.

This article has been cited by other articles:

				S. L. Jones Evolution of Corporate Homepages: 1996 to 2006 Journal of Business Communication, July 1, 2007; 44(3): 236 - 257. [Abstract] [PDF]

				J. B. Arney Training Students in Assessment: Three Steps to a More Effective Web Site Business Communication Quarterly, March 1, 2006; 69(1): 60 - 68. [PDF]

				V. Venkatesh and R. Agarwal Turning Visitors into Customers: A Usability-Centric Perspective on Purchase Behavior in Electronic Channels Management Science, March 1, 2006; 52(3): 367 - 382. [Abstract] [PDF]

				J. Wu, V. J. Cook Jr., and E. C. Strong A Two-Stage Model of the Promotional Performance of Pure Online Firms Information Systems Research, December 1, 2005; 16(4): 334 - 351. [Abstract] [PDF]

				J. Song and F. M. Zahedi A Theoretical Approach to Web Design in E-Commerce: A Belief Reinforcement Model Management Science, August 1, 2005; 51(8): 1219 - 1235. [Abstract] [PDF]

				R. T. Cober, D. J. Brown, L. M. Keeping, and P. E. Levy Recruitment on the Net: How Do Organizational Web Site Characteristics Influence Journal of Management, October 1, 2004; 30(5): 623 - 646. [Abstract] [PDF]

				Z. Iqbal, R. Verma, and R. Baran Understanding Consumer Choices and Preferences in Transaction-Based e-Services Journal of Service Research, August 1, 2003; 6(1): 51 - 65. [Abstract] [PDF]

				D. W. Straub, D. L. Hoffman, B. W. Weber, and C. Steinfield Toward New Metrics for Net-Enhanced Organizations Information Systems Research, September 1, 2002; 13(3): 227 - 238. [Abstract] [PDF]