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This chapter is from the book

Maintaining Quality

There is a strong correlation between the actual and the perceived quality of service for Internet commerce (Bouch, et al., 2000). That is, if quality is a design goal, the subjective perception of users will be one of quality. Here is a set of design points that Web owners and designers should consider when their goal is to enhance a site's quality.

  • Make sure that contact information is prominently placed.

  • Make the customer service button or link highly visible.

  • Provide for personalization on the site.

  • Ask users to submit feedback and provide user reviews of services and products.

  • Make sure that content is frequently updated with date of revision visible.

  • Indicate "new" for new information.

  • Include a statement guaranteeing the quality of service.

  • Base design and service on user testing and market research should be the basis of design and service.

  • Make sure that site pages, particularly receipts and confirmations, are easy to print.

  • Perform continual reviews to look for and eliminate dangling links.

  • Identify and incorporate on a continuing basis relevant new technology.

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