Web site quality evaluation methodology
Web site quality evaluation methodology

Summary/Abstract: The authors offer a methodology and techniques of web site quality evaluation. The web site quality is treated as part of classical quality management. The authors formulated the definition of web product quality: web site quality is the degree of conformity of software, net, hardware, interface, techniques, design and services with clearly set requirements. Web site quality management includes all processes, tools and methods that allow describing the policies and goals that aim at the evaluation, management, improving and warranting the quality of software, net, hardware, interface, techniques, design and services. The web site quality evaluation technique was elaborated. It was used in Vilnius University (VU) web site quality research. The evaluation of web site quality was based on experts’ and users’ interrogatory and on testing by the Validator, Temesis, Watchfire mechanisms. The quality of VU web site was evalu ated as good. Suggestions for improving visibility, perception, technique, content and services of this web site were prepared. The research allowed identifying the psychological aspects important for visitor – the most convenient methods of information understanding and operation. Near half of all respondents said that an example could help them to be guided better, a smaller part of respondents need consultations, others preferred the “try and error” way or instructions. Besides, quite important for visitor is the possibility to get a consultation on line or by telephone. The research showed that users’ expectations exceed the available services. The research allowed identifying users’ expectations, for example, personal data granting and optional disciplines registration by the Internet. Web site quality can be evaluated by perception: web site perception by a visitor is based on his visiting experience. When a user evaluates the web site quality he pays attention first to profit, navigation convenience, security, reliability and keeping promises given on the web site. The Internet user’s perception is based more on his experience’s rational aspects than aesthetic impression, thus the quality of the graphical view of a web site is secondary. In the Internet, aesthetics is what makes a web site easy to manage and administrate. Aspiring to create a web site profitable for founders and justifying the users’ expectations, it is important to define the goals a web site was created for, to identify its place in the enterprise’s workflow, priorities, to define the expected users’ actions, to analyse the statement of contents considering the aspects important for the user, reliability being one of the most important. The actions helping to inspire trust in a web site are: to inform the user time, to keep promises, moreover, the recognized institutions’ certificates can inspire trust. The main user’s requirements for web site quality are: utility, readability, good navigation, objectivity and pragmatism, reactivity.

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