IDEAS home Printed from https://ideas.repec.org/a/inm/orisre/v13y2002i2p168-186.html

Assessing a Firm's Web Presence: A Heuristic Evaluation Procedure for the Measurement of Usability

Author

Listed:
  • Ritu Agarwal

    (Robert H. Smith School of Business, University of Maryland, Van Munching Hall, College Park, Maryland 20742-1815)

  • Viswanath Venkatesh

    (Robert H. Smith School of Business, University of Maryland, Van Munching Hall, College Park, Maryland 20742-1815)

Abstract

Web site usability is a critical metric for assessing the quality of a firm's Web presence. A measure of usability must not only provide a global rating for a specific Web site, ideally it should also illuminate specific strengths and weaknesses associated with site design. In this paper, we describe a heuristic evaluation procedure for examining the usability of Web sites. The procedure utilizes a comprehensive set of usability guidelines developed by Microsoft.We present the categories and subcategories comprising these guidelines, and 7discuss the development of an instrument that operationalizes the measurement of usability. The proposed instrument was tested in a heuristic evaluation study where 1,475 users rated multiple Web sites from four different industry sectors: airlines, online bookstores, automobile manufacturers, and car rental agencies. To enhance the external validity of the study, users were asked to assume the role of a consumer or an investor when assessing usability. Empirical results suggest that the evaluation procedure, the instrument, as well as the usability metric exhibit good properties. Implications of the findings for researchers, for Web site designers, and for heuristic evaluation methods in usability testing are offered.

Suggested Citation

  • Ritu Agarwal & Viswanath Venkatesh, 2002. "Assessing a Firm's Web Presence: A Heuristic Evaluation Procedure for the Measurement of Usability," Information Systems Research, INFORMS, vol. 13(2), pages 168-186, June.
    • Handle: RePEc:inm:orisre:v:13:y:2002:i:2:p:168-186
    DOI: 10.1287/isre.13.2.168.84
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/isre.13.2.168.84
    Download Restriction: no
    File URL: https://libkey.io/10.1287/isre.13.2.168.84?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    2. Viswanath Venkatesh, 2000. "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model," Information Systems Research, INFORMS, vol. 11(4), pages 342-365, December.
    3. Detmar W. Straub & Richard T. Watson, 2001. "Research Commentary: Transformational Issues in Researching IS and Net-Enabled Organizations," Information Systems Research, INFORMS, vol. 12(4), pages 337-345, December.
    4. Ritu Agarwal & V. Sambamurthy & Ralph M. Stair, 2000. "Research Report: The Evolving Relationship Between General and Specific Computer Self-Efficacy—An Empirical Assessment," Information Systems Research, INFORMS, vol. 11(4), pages 418-430, December.
    5. Klein, Lisa R., 1998. "Evaluating the Potential of Interactive Media through a New Lens: Search versus Experience Goods," Journal of Business Research, Elsevier, vol. 41(3), pages 195-203, March.
    6. Eighmey, John & McCord, Lola, 1998. "Adding Value in the Information Age: Uses and Gratifications of Sites on the World Wide Web," Journal of Business Research, Elsevier, vol. 41(3), pages 187-194, March.
    7. Gary C. Moore & Izak Benbasat, 1991. "Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation," Information Systems Research, INFORMS, vol. 2(3), pages 192-222, September.
    8. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Udo, Godwin J. & Bagchi, Kallol K. & Kirs, Peeter J., 2010. "An assessment of customers’ e-service quality perception, satisfaction and intention," International Journal of Information Management, Elsevier, vol. 30(6), pages 481-492.
    2. Bellman, Steven & Murphy, Jamie & Treleaven-Hassard, Shiree & O'Farrell, James & Qiu, Lili & Varan, Duane, 2013. "Using Internet Behavior to Deliver Relevant Television Commercials," Journal of Interactive Marketing, Elsevier, vol. 27(2), pages 130-140.
    3. Ageeva, Elena & Melewar, T.C. & Foroudi, Pantea & Dennis, Charles, 2019. "Cues adopted by consumers in examining corporate website favorability: An empirical study of financial institutions in the UK and Russia," Journal of Business Research, Elsevier, vol. 98(C), pages 15-32.
    4. Nascimento, Bruno & Oliveira, Tiago & Tam, Carlos, 2018. "Wearable technology: What explains continuance intention in smartwatches?," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 157-169.
    5. Ageeva, Elena & Melewar, T.C. & Foroudi, Pantea & Dennis, Charles & Jin, Zhongqi, 2018. "Examining the influence of corporate website favorability on corporate image and corporate reputation: Findings from fsQCA," Journal of Business Research, Elsevier, vol. 89(C), pages 287-304.
    6. Abbes, Intissar & Hallem, Yousra & Taga, Nadia, 2020. "Second-hand shopping and brand loyalty: The role of online collaborative redistribution platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    7. Heinze, Nathan & Hu, Qing, 2006. "The evolution of corporate web presence: A longitudinal study of large American companies," International Journal of Information Management, Elsevier, vol. 26(4), pages 313-325.
    8. Jianan Wu & Victor J. Cook & Edward C. Strong, 2005. "A Two-Stage Model of the Promotional Performance of Pure Online Firms," Information Systems Research, INFORMS, vol. 16(4), pages 334-351, December.
    9. Tsai, Wen-Hsien & Chou, Wen-Chin & Lai, Chien-Wen, 2010. "An effective evaluation model and improvement analysis for national park websites: A case study of Taiwan," Tourism Management, Elsevier, vol. 31(6), pages 936-952.
    10. Foroudi, Pantea & Nazarian, Alireza & Ziyadin, Sayabek & Kitchen, Philip & Hafeez, Khalid & Priporas, Costas & Pantano, Eleonora, 2020. "Co-creating brand image and reputation through stakeholder’s social network," Journal of Business Research, Elsevier, vol. 114(C), pages 42-59.
    11. van Esch, Patrick & Mente, Margaret, 2018. "Marketing video-enabled social media as part of your e-recruitment strategy: Stop trying to be trendy," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 266-273.
    12. Hsiao, Chun Hua & Yang, Chyan, 2011. "The intellectual development of the technology acceptance model: A co-citation analysis," International Journal of Information Management, Elsevier, vol. 31(2), pages 128-136.
    13. Song, Jaeki & Baker, Jeff & Lee, Sangno & Wetherbe, James C., 2012. "Examining online consumers’ behavior: A service-oriented view," International Journal of Information Management, Elsevier, vol. 32(3), pages 221-231.
    14. Hallem, Associate Professor Yousra & Abbes, Associate Professor Intissar & Hikkerova, Professor Lubica & Taga, Media Planner Nadia, 2021. "A trust model for collaborative redistribution platforms:A platform design issue," Technological Forecasting and Social Change, Elsevier, vol. 170(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nan Zhang & Xunhua Guo & Guoqing Chen, 2011. "Why adoption and use behavior of IT/IS cannot last?—two studies in China," Information Systems Frontiers, Springer, vol. 13(3), pages 381-395, July.
    2. Lee, Kyootai & Yan, Aihua & Joshi, Kailash, 2011. "Understanding the dynamics of users’ belief in software application adoption," International Journal of Information Management, Elsevier, vol. 31(2), pages 160-170.
    3. Hamed Taherdoost, 2019. "Importance of Technology Acceptance Assessment for Successful Implementation and Development of New Technologies," Post-Print hal-02557395, HAL.
    4. Mäntymäki, Matti & Salo, Jari, 2013. "Purchasing behavior in social virtual worlds: An examination of Habbo Hotel," International Journal of Information Management, Elsevier, vol. 33(2), pages 282-290.
    5. Netsanet Haile & Jörn Altmann, 2016. "Structural analysis of value creation in software service platforms," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 129-142, May.
    6. Peng, Zeyu & Sun, Yongqiang & Guo, Xitong, 2018. "Antecedents of employees’ extended use of enterprise systems: An integrative view of person, environment, and technology," International Journal of Information Management, Elsevier, vol. 39(C), pages 104-120.
    7. Hamed Taherdoost, 2021. "Importance of Technology Acceptance Assessment for Successful Implementation and Development of New Technologies," Post-Print hal-03741844, HAL.
    8. Sarv Devaraj & Ming Fan & Rajiv Kohli, 2002. "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, INFORMS, vol. 13(3), pages 316-333, September.
    9. Sung S. Kim & Naresh K. Malhotra, 2005. "A Longitudinal Model of Continued IS Use: An Integrative View of Four Mechanisms Underlying Postadoption Phenomena," Management Science, INFORMS, vol. 51(5), pages 741-755, May.
    10. Paul Juinn Bing Tan, 2019. "An Empirical Study of How the Learning Attitudes of College Students toward English E-Tutoring Websites Affect Site Sustainability," Sustainability, MDPI, vol. 11(6), pages 1-19, March.
    11. Liébana-Cabanillas, Francisco & Marinkovic, Veljko & Ramos de Luna, Iviane & Kalinic, Zoran, 2018. "Predicting the determinants of mobile payment acceptance: A hybrid SEM-neural network approach," Technological Forecasting and Social Change, Elsevier, vol. 129(C), pages 117-130.
    12. Chen Wei, 2021. "The influence of Consumers’ Purchase intention on Smart Wearable Device: A study of Consumers in East China," International Journal of Science and Business, IJSAB International, vol. 5(8), pages 46-72.
    13. Simarpreet Kaur & Sangeeta Arora, 2023. "Understanding customers’ usage behavior towards online banking services: an integrated risk–benefit framework," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 74-98, March.
    14. Canestrino, Rossella & Bonfanti, Angelo & Magliocca, Pierpaolo & Caputo, Francesco, 2025. "Navigating human-technology dynamics: Exploring innovation resistance to smartphone apps in amusement parks," Technological Forecasting and Social Change, Elsevier, vol. 219(C).
    15. Yoon, Jeewhan & Vonortas, Nicholas S. & Han, SungWon, 2020. "Do-It-Yourself laboratories and attitude toward use: The effects of self-efficacy and the perception of security and privacy," Technological Forecasting and Social Change, Elsevier, vol. 159(C).
    16. Schmidthuber, Lisa & Maresch, Daniela & Ginner, Michael, 2020. "Disruptive technologies and abundance in the service sector - toward a refined technology acceptance model," Technological Forecasting and Social Change, Elsevier, vol. 155(C).
    17. Agarwal, Reeti & Rastogi, Sanjay & Mehrotra, Ankit, 2009. "Customers’ perspectives regarding e-banking in an emerging economy," Journal of Retailing and Consumer Services, Elsevier, vol. 16(5), pages 340-351.
    18. Irfan Bashir & C. Madhavaiah, 2014. "Determinants of Young Consumers’ Intention to Use Internet Banking Services in India," Vision, , vol. 18(3), pages 153-163, September.
    19. Ingrid Gottschalk & Stefan Kirn, 2013. "Cloud Computing As a Tool for Enhancing Ecological Goals?," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 5(5), pages 299-313, October.
    20. Escobar-Rodríguez, Tomás & Bartual-Sopena, Lourdes, 2015. "Impact of cultural factors on attitude toward using ERP systems in public hospitals," Revista de Contabilidad - Spanish Accounting Review, Elsevier, vol. 18(2), pages 127-137.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orisre:v:13:y:2002:i:2:p:168-186. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.