There has been a huge amount of academic research looking at the relationship between quality and online success in consumer markets, the idea that quality is related to customer satisfaction and retention and ultimately customer loyalty. The four key dimensions identified by the study can help companies to understand customer judgements of a company website and how customers shape their attitudes based on their experiences of visiting, say, a retailer’s website. The four dimensions in rank order of importance are;
Website Design: (easy navigation; appropriate levels of information; effective information search facility;
straightforward ordering; appropriate personalization; appropriate product selection.)Fulfilment/Reliability: (accurate display aimed at ensuring alignment between customer expectations and realization; delivery of the right product within promised time frame.)
Customer Service: (responsiveness to enquiries; helpful; willing service; immediacy of response.)
Privacy/Security: (secure payment facilities; secure and private personal information.)
Customer judgement of the quality of the website visit is an important part of the customer’s online experience and the outcome of the evaluation process could determine whether the customer (1) is sufficiently satisfied to return and make another purchase, (2) develops loyalty intentions and subsequently recommends a site to friends and family and (*3) develops a positive relationship with the brand.
good-luck (Team Digital Performance @ Expertek US)
www.epxertek.net