engleski

Web site quality: users vs. professionals' perspective

Today, almost every firm has the web site which is used for presentation, communication, and interaction with visitors: actual or potential customers. That specific new business environment is highly competitive and it is necessary to implement an accurate on-line business strategy in order to achieve business success. Even though there are many factors affecting the development of a high quality web site, the basic guidelines when structuring, designing and managing a quality web site should be customers’ wishes and requirements. Further, there are several strategies, tools and evaluation methods which should be used in managing the web site quality. This works presents two main objectives. The first is to analyze existing on-line business strategies, dedication and competence of IT professionals in developing and managing web sites, as well as their perception of the importance of a high quality web site for business success. With this intention the field research on the sample of Croatian firms was conducted. The second objective is to examine the difference in the perception of the web site quality between professionals and users. The sample of neutral users who visited the examined firms’ web sites were evaluated the web site quality from their point of view. Consequently, the impact of the web site quality management for the business success was established.

web site quality; business success; quality management

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