I would like to express my thanks to my advisor, for his suggestions, comments, patience and understanding. Very special thanks to my parents, my father, my mother, my brother and my sister who were continuously supporting me throughout my life and leaving me free in all my decisions. I would also like to thank my colleagues for his technical support whenever I needed. I would like to thank to Department, all the university managers, teachers and students with whom I have worked.
DECLARATION
I declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. I further declare that this work has not previously been presented in whole or part, for any other award, or published in whole or in part elsewhere, including this university. Furthermore, it represents my own opinions and not necessarily those of the University.
Signed __________________ Date _________________
ABSTRACT
Distance and time barriers are vanishing and the world is becoming an integrated community of buyers and sellers that interact via the Internet. The transition of the global market place from a tangible-oriented marketplace to an information-based market place promises to lower transaction costs, save time, and remove distance barriers. Electronic business (E-Business) and Electronic commerce (Ecommerce) represent an evolution of traditional business and trading, offering a broader global marketplace for sellers and buyers. The study integrates web quality (system quality, information quality, and service quality), perceived interactivity (human-message, human-human), and web outcomes (web usage, web satisfaction, and web loyalty) to explore the Ecommerce model of websites. This shows that web quality has significantly positive effect on perceived interactivity, web usage, and web satisfaction separately, which in turn influence web loyalty. This study also confirms that perceived interactivity is an important mediator between web quality and web outcomes. This study emphasizes the importance of both web quality and perceived interactivity in the progress towards success of company websites.
TABLE OF CONTENTS
ACKNOWLEDGEMENTii
DECLARATIONiii
ABSTRACTiv
CHAPTER 01: INTRODUCTION6
Background of the study6
Rationale of the study9
Significance of the study10
Research Aim11
Research Objectives11
Structure of the thesis12
Chapter I: Introduction12
Chapter II: Literature Review12
Chapter III: Methodology13
Chapter IV: Data analysis and Discussion13
Chapter V: Conclusion13
CHAPTER 02: LITERATURE REVIEW14
Web Quality15
Perceived Interactivity16
The relationship between website quality and perceived interactivity18
The relationship between website quality and perceived interactivity19
The relationship between website use, website satisfaction, and website loyalty19
Determinants of Successful Ecommerce Website20
Website Quality Issues21
Main Website E-Service Quality Assessment Techniques24
E-S-QUAL24
E-A-S-QUAL25
WebQual/eQual25
eTailQ25
IRSQ Scale:26
PIRQUAL26
SITEQUAL26
Information Quality Assessment on the World Wide Web in Automotive Sector27
Web Assessment Index (WAI)27
Factors Inherent to the Web Assessment Index (WAI)28
Accessibility28
Speed29
Navigability29
Content Quality30
REFERENCES31
CHAPTER 01: INTRODUCTION
Background of the study
Web quality consists of three dimensions: (1) system quality, (2) information quality, and (3) service quality. Furthermore, positive perceptions of health web quality predict customers' perceived interactivity, web usage, and web satisfaction. Previous studies having found similar results (Ansari, Mela and Neslin 2008, p. 60). Hwang and Kim proposed a conceptual framework to interpret how web quality influences affective ...