Background: Nowadays, the development of the internet makes online shopping more popularized . The appearance of online shopping brings considerable benefits to customers, however, there are still risks in the area. To maintain good relationship management between customers and companies, it is necessary to understand the online customer experience and its relevant important factors . Purpose: The purpose of this study is to explain the impact of three factors (low-quality delivery, low-quality online customer service, and low-quality website design) on online customer experience. Methodology: The paper used a quantitative approach in cross-sectional design and collected totally 78 responses. The related data collection is conducted through a self-completion questionnaire in the online form.  Findings: The negative impacts of low-quality online customer service and low-quality website design on online customer experience are confirmed. There is an effective and strong connection between low-quality website design and low-quality online customer service. Conclusion: Based on the findings, H2 and H3 cannot be rejected but H1 needs to be rejected. One can therefore say that even in the context of rapid technological development, modern online shoppers have not changed their aversion to low-quality elements, that the view that low-quality online customer service and low-quality website design negatively affect OCE has not changed.

This study presents an analysis of UR Play's homepage and its use of visual and textual elements as online control mechanisms from a technographic perspective with a focus on social semiotics. The study employed the social semiotic method of multimodal critical discourse analysis (MCDA). The findings revealed that UR Play employed conventions - socially accepted meanings familiar from other websites - in a user-oriented manner from a technical perspective, providing users with a sense of control and choices. For instance, program images were designed as clickable links, clearly indicating their interactive nature when the mouse hovered over them. UR's power as an established, trusted actor was expressed through the linguistic categorization and the determination of which programs received attention. Discourses of UR as a trusted knowledge authority were reiterated through lexical choices. The study emphasized the importance of digital literacy as a prerequisite for analysis and the need to develop new concepts within media research to better comprehend these dynamics. / Denna studie visar en analys av UR Plays startsida och dess användning av visuella och textuella element som styrmedel online utifrån ett teknografiskt perspektiv med ett socialsemiotiskt fokus. Studien har genomförts med hjälp av den socialsemiotiska metoden multimodalt kritisk diskursanalys (MCDA). Resultatet visade att UR play vid undersökningens genomförande använde konventioner - socialt vedertagna betydelser, bekanta genom andra webbsidor, på användarorienterat sätt ur ett tekniskt perspektiv som gav användarna en känsla av kontroll och valmöjligheter. Exempelvis hur programbilder byggts upp som länkar och tydligt visade sig klickbara när musen hovrade över dem. UR:s makt som etablerad aktör med högt förtroende tog sig uttryck genom språklig utformning av kategorier och genom bestämmandet av vilka program som fick uppmärksamhet. Diskurser av UR som betrodd aktör med makt över kunskap upprepades genom lexikala val. Studien underströk vikten av digital litteracitet som en förutsättning för analys och behovet av att utveckla nya begrepp inom medieforskningen för att förstå dessa dynamiker bättre.

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Trustworthiness of a website relies foremost on a good first impression which includes the visitor’s perception of the user interface. The focus of this research is to investigate the effects of website design elements on user perception of trustworthiness of a site and provide a set of guidelines for website designers. The research design is based on Yosef Jabardeen’s (2009) “conceptual framework analysis”. In this research paper, a holistic model is developed to depict the relationships among website design elements and trustworthiness. The model was tested, validated and updated using the results of the repertory grid technique, a process that elicits perceptions about a topic from an individual. For this research, the topic was website trust, the objects were the website design elements, and the constructs were elicited perceptions regarding those website design elements. The repertory grid technique was applied in two stages to a set of participants made up of website users and website designers. Analysis yielded useful information regarding website design associations and correlations of perceptions. The research findings confirmed original suggestions regarding associations and produced an updated, validated model of website design elements. The research indicated that while all design elements had their importance regarding trust, those elements that provided for the function and security of the website rated the highest in importance and expectation. The validated model will aid website designers in understanding what elements are appealing to the visual senses and conjure credibility and trust. Most importantly, this new understanding may help designers to create websites that attract and retain new users and establishing a successful presence on the Internet.

Objective: To determine which website characteristics are preferred by orthodontists, adult patients, and parents of patients. Materials and Methods: 1,000 active members of the American Association of Orthodontists and 750 active orthodontic patients/parents were sampled. Participants rated the importance of website characteristics, indicated presence of those characteristics on the current website, and ranked sample website images. Preferences were compared between orthodontist and the patient/parent group using t-tests and sample websites were compared using ANOVA models and Tukey’s adjusted post-hoc tests. Significance level was set at 0.05. Results: 11 of the 16 website features showed significant differences between patients/parents and orthodontists. Participants preferred sample websites with images of people, information at the top of the page, and an ‘about the doctor’ page with a greater amount of information. Conclusion: This study showed significant differences in preferences between orthodontists and patients/parents, by gender, and between adult patients and parents of adolescent patients.

Many people that would like to contribute at some level towards creating art in public spaces. However little is currently being done to make use of this untapped potential. The difficulties involved with collecting and coordinating dispersed talent often prevents it from being utilized. But now the Internet offers new opportunities to make harnessing latent talent much easier. Successful online platforms (such as Wikipedia and YouTube) demonstrate the potential value that can be derived from volunteers when appropriate systems are in place to utilize their contributions. Jeff Howe refers to this idea of harnessing distributed volunteered effort via the web as ‘crowdsourcing’. Which he explains as “the process by which the power of many can be leveraged to accomplish feats that were once the province of a specialized few” (2008). This thesis aims to investigate how an online platform might harness voluntary contributions in order to produce public art. The design objective for this project is to develop an online platform that allows people to contribute towards creating art in public spaces. My research explores the needs and motivations of potential contributors as well as techniques for harnessing voluntary contribution and coordinating group effort. As understanding human behaviour and user interaction is central to this project I have adopted a user-centered approach to research and development. To better understand the requirements of the proposed online platform user research was initially conducted in the form of focus groups with potential users and then via an in depth case study. In order to tackle the challenge of designing an entire platform the process was divided into distinct elements that could be addressed individually. These elements included the core functionality, the brand identity, the structural design, the interface design, and the visual design. For each element I consider what techniques might help to better harness voluntary contribution. The final result provides an online environment for people to get involved with specific art projects around their city. Projects are presented as separate challenges and users can contribute at many different levels such as sharing designs online, attending events, or simply providing feedback

Made available in DSpace on 2009-11-18T19:00:51Z (GMT). No. of bitstreams: 0 Previous issue date: 2003 / The aim of this dissertation is to investigate the relationship between the design of website for CD e-commerce and the virtual consumer behavior based on its purchase's attitude and intention. The main goal is to measure the virtual store design effect working as sales agent on Internet. The analysis of the virtual CD retailer was chosen, since the CD is one of the most popular products sold on this channel. This study is based on theoretical framework which describe the following main characteristics: i) Internet play the role as sales channel, ii) the CD retail market and iii) the consumer behavior and its decision processo Further on theoretical reference framework, it is showed the existing different models for website assessment: mo deI based on marketing, theory of two factors, quality assessment, web assessment mo deI (W AM) and the technology acceptance model (T AM). The analysis of its power and weakness will be base to development of the model proposed by this research. The concepts and the methods described were employed to ensure the consistency of its model. The final issue is the research design itself, applying a survey via web. The data collection was used for statistical validation of the relationship on proposed model. The structural equation model (SEM) was the statistical tool for quantitative analysis and to investigate all hypotheses generated on proposed model, supported by the theoretical reference framework. / A dissertação tem como objeto a investigação das relações entre a o design de um website de comércio eletrônico de CDs e o comportamento do consumidor virtual, com ênfase a sua atitude e intenção de compra. O objetivo principal é mensurar o efeito do design da loja virtual (website) em seu papel de agente de vendas na Internet. A análise do comércio varejista de CDs foi escolhida, pois este produto é um dos principais artigos de venda neste canal. O estudo é apoiado em um referencial teórico, no qual são analisadas as características dos seguintes pontos: i) a Internet atuando como canal de vendas; ii) o comércio varejista de CD no Brasil e iii) o comportamento do consumidor e o seu processo decisório. Ainda no referencial teórico são apresentados os diversos modelos de avaliação de website existentes: baseado em Marketing, Teoria dos Dois Fatores, avaliação da qualidade, avaliação da web (W AM) e aceitação da Tecnologia na Web (T AM). A análise e comparação destes modelos serviu como base para o desenvolvimento da proposta do modelo de avaliação website. O estudo é complementado pelo desenvolvimento de uma pesquisa, com aplicação de questionário via web (websurvey). A coleta dos dados é utilizada como forma de validação estatística das relações existentes no modelo desenvolvido. Isto é feito por meio do uso da ferramenta de análise de Equações Estruturadas (SEM), suportada pelos conceitos e métodos de abordagem descritos no referencial teórico. A ferramenta permite tanto avaliar um modelo de mensuração e um modelo estrutural simultaneamente.

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Among the many promises of the revolution in the information and communication technologies (ICT), particularly the Internet, continues to be its potential to significantly transform governments around the world. This transformation is referred to as e-government or web-based government, often used interchangeably in most of the IS literature. Despite these however, the level of adoption and use of such innovation is still low and does not meet expectations in developing countries in general and Jordan in particular. Yet, existing research on the adoption and implementation of e-government in developing countries is still lacking explanatory power for the following reasons: 1) focusing either on the supply-side, or on the demand-side separately to study the adoption and implementation of e-government, and therefore there is no enough research on the integration between them as a single phenomenon, and 2) focusing on the results of previous research, and therefore not to develop theories fit the new context to be investigated to understand the relationship between the IT implementation and social structures in the same context. This research aims to fill these gaps through the use of a holistic approach to enable in-depth understanding and gain valuable insights on the adoption and implementation of e-government from multiple perspectives, and in the real context of a developing country, namely Jordan. This would reduce the gap between government strategies and policies related to implementation of e-government services and applications on the one hand, and perceptions of citizens on the other hand, allowing a better understanding of the needs of citizens and the priorities that must be taken into account by governments in order to ensure the success of such projects on a large scale. Through two phases, this research proposes and empirically tests an integrated model of the determinants of adoption and implementation of e-government services and applications in Jordan. The first phase employs a grounded theory methodology for the development of the research model, as well as the survey instruments necessary to test the model. The second phase employs a survey questionnaire to test the research model using multivariate and SEM with the results demonstrating support for the proposed model. The empirical results indicate that perceived ease of use, perceived usefulness, and the security of e-government systems are no longer among the main determinants that affect the decision to adopt and implement e-government services and applications in this particular context. This confirms that the prevailing models and theories on the adoption of IT do not apply equally to the context of developing countries such as Jordan, and thus do not explain and predict behaviour toward the adoption and implementation of e-government services and applications in the same context. There is a direct and positive relationship between citizen involvement in the change process towards e-government and the decision to adopt and implement e-government services and applications. There is also a strong positive relationship between the decision to adopt and implement e-government services and applications and the decision to use such services and applications within the same context. Unexpectedly, the prevailing sociocultural determinants indicate a direct and positive relationship with the decision to adopt and implement e-government services and applications in the same context. Also, the results indicate direct and negative relationships between citizen trust and website design issues with the decision to adopt and implement e-government services and applications. Finally, the research concludes by highlighting the theoretical and practical implications, limitations and future directions.

Diese Arbeit untersucht den Einfluss von Kultur und Sprache auf die Nutzung des Internets. Drei Hauptgebiete wurden bearbeitet: (1) Der Einfluss von Kultur und Sprache auf Nutzerpräferenzen bezüglich der Darstellung von Informationen und Nutzung von Suchoptionen; (2) Der Einfluss von Kultur auf Nutzerpräferenzen bezüglich des Inhaltes von Websiteinformationen; (3) Der Einfluss von Sprache auf die Nutzerzufriedenheit und Sprache als Informationszugangsbarriere Daten aus Logfile-Analysen, Onlinebefragungen und experimentellen Untersuchungen bildeten die Auswertungsgrundlage für die Überprüfung der 33 Hypothesen. Die Ergebnisse zeigen, dass kulturspezifische Denkmuster mit Navigationsmusters und Nutzung von Suchoptionen korrelieren. Der Einfluss von Kultur auf Nutzerpräferenzen bezüglich des Inhaltes von Websiteinformationen erwies sich als weniger eindeutig. Aus den Untersuchungen zum Einfluss von Sprache ging hervor, dass Sprache Web¬sitezugriff und –nutzung beeinflusst. Die Daten zeigen, dass signifikant weniger L1-Nutzer als L2-Nutzer auf eine Website zugreifen. Dies lässt sich zum einem mit dem sprachbedingten kognitiven Aufwand erklären als auch mit der Tatsache, dass Websites unterschiedlicher Sprachen weniger miteinander verlinkt sind als Websites gleicher Sprachen. Im Hinblick auf die Nutzung von Suchoptionen zeigte sich, dass L2 Nutzer mit geringem themenspezifischen Wissen sich signifikant von L1 Nutzern unterscheiden. Schließlich lassen die Ergebnisse auch darauf schließen, dass Zufriedenheit der Nutzer einer Website einerseits mit Sprachfähigkeiten der Nutzer und andererseits mit der wahrgenommenen Menge muttersprachlichen Angebots im Internet korreliert. / This thesis analyses the impact of culture and language on Internet use. Three main areas were investigated: (1) the impact of culture and language on preferences for information presentation and search options, (2) the impact of culture on the need for specific website content, and (3) language as a barrier to information access and as a determinant of website satisfaction. In order to test the 33 hypotheses, data was gathered by means of logfile analyses, online surveys, and laboratory studies. It was concluded that culture clearly correlated with patterns of navigation behaviour and the use of search options. In contrast, results concerning the impact of culture on the need for website content were less conclusive. Results concerning language, showed that significantly fewer L1 users than L2 users accessed a website. This can be explained with language related cognitive effort as well as with the fact the websites of different languages are less linked than websites of the same language. With regard to search option use, a strong mediation effect of domain knowledge was found. Furthermore, results revealed correlations between user satisfaction and language proficiency, as well as between satisfaction and the perceived amount of native language information online.