Customer-Centered Design Approach to Improve E-Commerce Web Site Usability
In the development process of e-commerce online store, the attributes of the store and its product display is very important. The fundamental problem that motivates this study is to find the factors that determine customer acceptance of virtual stores especially related with the product display. We...
| Main Authors: | , |
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| Format: | Proceeding |
| Language: | English |
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Centre for Academic Information Services, UNIMAS
2007
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| Online Access: | http://ir.unimas.my/id/eprint/1221/ http://ir.unimas.my/id/eprint/1221/1/URS06%2Bfullpaper%2B-%2Biris%2B-%2Babstract%2Bonly.pdf |
| _version_ | 1848834715765702656 |
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| author | Syahrul Nizam, Junaini Jonathan, Sidi |
| author_facet | Syahrul Nizam, Junaini Jonathan, Sidi |
| author_sort | Syahrul Nizam, Junaini |
| building | UNIMAS Institutional Repository |
| collection | Online Access |
| description | In the development process of e-commerce online store, the attributes of the store and its product display is very important. The fundamental problem that motivates this study is to find the factors that determine customer acceptance of virtual stores especially related with the product display. We argue that from the user experience point of view the critical success factors of highly usable e-catalogs are not so well understood. Our framework consists of the usability factors such as simplicity, attractiveness, effectiveness, product image, website information, interactivity, navigation, categorization and product details. Through the experimental study, three different studies were carries out. First, the features of three airlines web sites in Malaysia, which are AirAsia (www.airasia.com), Malaysia Airlines (www.mas.com.my) and StarAir (www.starair-online.com) have been analyzed. In this experiment, we present a theoretical framework that highlights the importance of (1) convenient booking flow; (2) efficiency; (3) ease of use; (4) interactivity; and (5) attractiveness to attract the customers. Furthermore, to investigate the level of aesthetics, attractiveness and interactivity, this research studied three other sites: jcpenny.com, victoriassecret.com and adidas.com. The third study involved another nine sites from three product categories such as handicrafts and cosmetics. The result of this research provides a basis for better user experience assessment of the e-commerce web sites. We end with suggestions for better e-commerce site usability based on customer centered design approach. |
| first_indexed | 2025-11-15T05:56:23Z |
| format | Proceeding |
| id | unimas-1221 |
| institution | Universiti Malaysia Sarawak |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T05:56:23Z |
| publishDate | 2007 |
| publisher | Centre for Academic Information Services, UNIMAS |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | unimas-12212018-08-03T01:00:45Z http://ir.unimas.my/id/eprint/1221/ Customer-Centered Design Approach to Improve E-Commerce Web Site Usability Syahrul Nizam, Junaini Jonathan, Sidi T Technology (General) In the development process of e-commerce online store, the attributes of the store and its product display is very important. The fundamental problem that motivates this study is to find the factors that determine customer acceptance of virtual stores especially related with the product display. We argue that from the user experience point of view the critical success factors of highly usable e-catalogs are not so well understood. Our framework consists of the usability factors such as simplicity, attractiveness, effectiveness, product image, website information, interactivity, navigation, categorization and product details. Through the experimental study, three different studies were carries out. First, the features of three airlines web sites in Malaysia, which are AirAsia (www.airasia.com), Malaysia Airlines (www.mas.com.my) and StarAir (www.starair-online.com) have been analyzed. In this experiment, we present a theoretical framework that highlights the importance of (1) convenient booking flow; (2) efficiency; (3) ease of use; (4) interactivity; and (5) attractiveness to attract the customers. Furthermore, to investigate the level of aesthetics, attractiveness and interactivity, this research studied three other sites: jcpenny.com, victoriassecret.com and adidas.com. The third study involved another nine sites from three product categories such as handicrafts and cosmetics. The result of this research provides a basis for better user experience assessment of the e-commerce web sites. We end with suggestions for better e-commerce site usability based on customer centered design approach. Centre for Academic Information Services, UNIMAS 2007 Proceeding NonPeerReviewed text en http://ir.unimas.my/id/eprint/1221/1/URS06%2Bfullpaper%2B-%2Biris%2B-%2Babstract%2Bonly.pdf Syahrul Nizam, Junaini and Jonathan, Sidi (2007) Customer-Centered Design Approach to Improve E-Commerce Web Site Usability. In: Unimas Research Symposium (URS’07) Research Paper Series, 10-12 December, Kota Samarahan, Sarawak. |
| spellingShingle | T Technology (General) Syahrul Nizam, Junaini Jonathan, Sidi Customer-Centered Design Approach to Improve E-Commerce Web Site Usability |
| title | Customer-Centered Design Approach to Improve E-Commerce Web Site Usability |
| title_full | Customer-Centered Design Approach to Improve E-Commerce Web Site Usability |
| title_fullStr | Customer-Centered Design Approach to Improve E-Commerce Web Site Usability |
| title_full_unstemmed | Customer-Centered Design Approach to Improve E-Commerce Web Site Usability |
| title_short | Customer-Centered Design Approach to Improve E-Commerce Web Site Usability |
| title_sort | customer-centered design approach to improve e-commerce web site usability |
| topic | T Technology (General) |
| url | http://ir.unimas.my/id/eprint/1221/ http://ir.unimas.my/id/eprint/1221/1/URS06%2Bfullpaper%2B-%2Biris%2B-%2Babstract%2Bonly.pdf |