Re: Importance of web characteristics to overall customer experience
Kartik Mithal <[email protected]> Thu, 15 Oct 2009 15:56:27 -0700
| Newsgroups | gmane.comp.web.chi-web |
|---|---|
| Message-ID | <[email protected]> |
try http://www.consumerwebwatch.org/dynamic/web-credibility-reports-evaluate-abstract.cfm How Do People Evaluate a Web Site's Credibility? Results from a Large Study (Abstract) October 29, 2002 Updated: November 11, 2002 (Study term: June 15, 2002-August 15, 2002) A Consumer Reports WebWatch research report, prepared by Stanford Persuasive Technology Lab, Cordura Hall 226, Stanford University, Stanford, Calif., 94305 B.J. Fogg, Ph.D. (e-mail Dr. Fogg), Cathy Soohoo, David Danielson Stanford Persuasive Technology Lab Leslie Marable Consumer Reports WebWatch Julianne Stanford and Ellen R. Tauber Sliced Bread Design, LLCConsumer Reports WebWatch 101 Truman Ave. Yonkers, N.Y., USA 10703-1057 ________________________________ anant KARTIK MITHAL +1-408-725-9539 (home) +1-408-216-7481 (IP Phone) +1-408-219-0347 (cell) ________________________________ From: "[email protected]" <[email protected]> To: [email protected] Sent: Wed, October 14, 2009 2:31:57 PM Subject: Importance of web characteristics to overall customer experience Does anyone know of any research to help identify the importance of different website characteristics on overall customer experience or satisfaction? There are lots of lists of website evaluation criteria, heuristics, etc, but they all seem to assume that every attribute is equally important. Ie, that things like visual design, navigation structure, depth of content, smooth recovery from error, etc are all equally-weighted in calculating an overall evaluation. I'm searching for some help in figuring out how to weight these different attributes to get a more accurate model of the overall customer experience. -- Holly H o l l y P h i l l i p s :: Agilent Technologies :: EMG eBusiness :: Usability& Research Manager :: 5301 Stevens Creek Blvd, Santa Clara, CA 95052 :: [email protected] :: (408) TN 553-7475 :: (408) 345-8474 Fax -------------------------------------------------------------- Tip of the Day: Quote only what you need from earlier postings CHI-WEB: www.sigchi.org/web POSTINGS: mailto:[email protected] MODERATORS: mailto:[email protected] SUBSCRIPTION CHANGES & FAQ: www.sigchi.org/web/faq.html -------------------------------------------------------------- -------------------------------------------------------------- Tip of the Day: Use the archives to research common questions CHI-WEB: www.sigchi.org/web POSTINGS: mailto:[email protected] MODERATORS: mailto:[email protected] SUBSCRIPTION CHANGES & FAQ: www.sigchi.org/web/faq.html --------------------------------------------------------------