In the emerging global electronic market, the creation of customer-centered websites will become increasingly important. While studies of website design have largely focused on the functional and technical aspects, little attention has been given to the conceptual frameworks regarding the quality expectations and needs of website users. This paper uses Kano's Model of Quality to develop a conceptual framework, and also reports on empirical investigation of features in the web environment that satisfy basic, performance, and excitement needs of customers. The empirical results show that design features commonly used in the web environment can be identified by experienced web users according to Kano's three quality dimensions for products and services. Among the implications for website design and contributions of this research are the differentiation of web design features that customers take for granted from those that add value in the performance of web specific tasks as well as those that generate delight, motivation, and loyalty of website users.
|Original language||English (US)|
|Number of pages||8|
|Journal||Proceedings of the ASIS Annual Meeting|
|State||Published - Dec 1 2000|
ASJC Scopus subject areas
- Information Systems
- Library and Information Sciences