B2C quality evaluation factors from Jordanian consumer perspective

• Main Authors: Ahmad, Faudziah, Yahaya, Jamaiah, Tarawneh, Omar, Baharom, Fauziah, Abd Wahab, Alawiyah
• Format: Conference or Workshop Item
• Language: English
• Published: 2012
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/11058/1/CR119.pdf; http://repo.uum.edu.my/11058/; http://www.kmice.uum.edu.my

The consumer of B2C business plays a significant role in sustaining B2C business companies. However, many companies neglect to incorporate consumers need in their websites developments, resulting unachieved business objectives.Companies must identify consumers’ factors in their websites developments so that the B2C websites receive higher hits. This study aims to investigate and identify the B2C quality factors from the consumers’ perspective, to rank these factors according to their importance, and to categorize these factors into meaningful groups.Methodology from three phases has been conducted to achieve the objectives.These phases include identification, ranking, and categorization of factors. Data was gathered from the literature and analyzed using SPSS. Simple descriptive statistics such as mean and frequency were used to rank the quality factors. In addition, factor analysis was used to categorize the quality factors. Seventeen quality factors were found to be important from the consumers’ perspective. The seventeen quality factors were further categorized into three groups: E-usage, E-information, and E- services. These categories will be used to construct quality evaluation framework in the next stage of the study.