E-commerce has increased substantially, as e-retailers engage with consumers online. Users require more than products and quality service; they also expect a good user experience. User experience is affected by branding, functionality, navigation, content, aesthetics and usability. This study investigates the attainment of better user experience on e-commerce websites. A dual-method usability evaluation approach – usability testing with end-users and heuristic evaluation by experts – was employed to obtain a holistic picture of how usability aspects support or hinder the user experience. Usability testing provided insights into detailed interface issues and the type of content and journey that users prefer when making a purchasing decision, while heuristic evaluation was mainly directed at overall user interface and interaction factors. In a complementary way, each method identified a high number of usability problems. Key findings are summarized, and design guidelines are identified that can facilitate the development of e-commerce websites to promote user experience. / E-handel het aansienlik toegeneem, soos e-kleinhandelaars by verbruikers aanlyn betrokke raak. Gebruikers verlang meer as produkte en kwaliteit diens; hulle verwag ook 'n goeie gebruikerservaring. Gebruikerservaring word deur ‘branding’, funksies, navigasie, inhoud, estetika en bruikbaarheid beinvloed. Hierdie studie ondersoek die bereiking van beter gebruikerservaring op e-handel webwerwe. 'n Dubbelemetode bruikbaarheidsevaluering benadering – bruikbaarheidstoetsing met eindgebruikers en heuristiese evaluering deur kundiges – is gebruik om ‘n holistiese beeld te verkry van hoe bruikbaarheidsaspekte gebruikerservaring ondersteun of verhinder. Bruikbaarheidstoetsing lewer insigte in gedetailleerde koppelvlak kwessies en die tipe inhoud en roete wat gebruikers verkies wanneer hulle 'n aankoop maak, terwyl heuristiese evaluering hoofsaaklik gerig is op algehele gebruikerskoppelvlak en interaksie faktore. Op 'n komplementêre manier, het elke metode' n groot aantal bruikbaarheidsprobleme geïdentifiseer. Belangrike bevindings word saamgevat, en ontwerp riglyne is voorgestel wat die ontwikkeling van e-handel webwerwe fasiliteer wat gebruikerservaring bevorder. / Computing / M. Tech. (Information Technology)

Summaries in English and Afrikaans / Key terms in English and Afrikaans / Titles in English and Afrikaans / The first fully enclosed, airconditioned shopping mall in a black township in South Africa opened in 1979 in Umlazi, outside Durban. The provincial development corporation (Ithala) spearheaded emerging market shopping centre development in KwaZulu-Natal to the extent that, with the involvement of the private sector, substantial knowledge and experience have been gained in shopping centre development in emerging markets over the past two decades. The study focuses on black shopping patterns and household income and expenditure in townships and rural areas in KwaZulu-Natal. The assessments include: • empirical trade areas; • geodemographics and geographic information systems (GIS); • buying power modelling; • market share estimates; • retail hierarchies; • viability and feasibility studies; • centre design (including taxi rank developments); • informal trading; and • tenant mix; location; financing and research strategies. The study formulates a universal buying power model for KwaZulu-Natal that transcends ethnic and geographic classifications, to enhance, with the aid of computer technology and census information, the accuracy and cost effectiveness of viability and feasibility studies in shopping centre development. An Integrated Commercial Assessment Model (ICAM) is formulated whereby demographic data of a trade area and financial feasibility parameters are integrated to assess the viability of a shopping centre. The study concludes that although there are many unique features associated with shopping centres in emerging market locations, the fundamental principles that apply all over the world in shopping centre development, also apply to emerging markets in KwaZulu-Natal. Relatively low disposable incomes limit the sustainable size of the emerging market shopping centre. Shopping centre locations are linked to the interdependence on public transportation by emerging market patrons. Factors conducive for shopping centre development, such as high private vehicle ownership, high disposable income, willing retailers, effective town planning and state assistance, have not yet reached levels that would benefit the widespread development of shopping centres in townships. Emerging market shopping centre developments in the central business districts of rural towns, however, have been generally very successful and are setting the benchmarks in South / Die opening van die eerste ingeslote winkelsentrum met sentrale lugreeling in 'n swart woonbuurt in Suid-Afrika, het in 1979 in Umlazi (buite Durban) plaasgevind. Die provinsiale ontwikkelingskorporasie (Ithala) het aan die spits van winkelsentrum ontwikkeling in opkomende markte in KwaZulu-Natal gestaan. Die toetrede van die privaatsektor tot die mark het verder ook substansieel bygedra tot kennis en ondervinding in winkelsentrumontwikkeling oor twee dekades in opkomende markte. Hierdie studie fokus op swart kooppatrone en huisgesin inkomste and uitgawes in swart woonbuurtes en landelike gebiede in KwaZulu-Natal. Die ondersoeke sluit die volgende in: • empiriese handelsgebiede; • geodemografie en geografiese inligtingstelsels (GIS); • koopkrag modellering; • markaandeel skatting; • kleinhandel hierargie; • lewensvatbaarheid en uitvoerbaarheid studies; • sentrum ontwerp (ingesluit taxi staanplek ontwikkelings); • informele handel; en • huurdersamestelling, ligging, finansiering en navorsingsstrategie. Die studie formuleer 'n universele koopkrag model vir KwaZulu-Natal wat etniese en geografiese klassifikasies oorskry en met die hulp van 'n rekenaar en sensus inligting, die akkuraatheid en koste effektiwiteit van lewensvatbaarheid en uitvoerbaarheid studies in winkelsentrum ontwikkeling, moontlik maak. 'n Geintegreerde kommersiele evalueringsmodel (GKEM) is geformuleer waarmee demografiese data van 'n handelsgebied en finansiele data geintegreer word on die lewensvatbaarheid van 'n winkelsentrum te evalueer. Die studie kom tot die gevolgtrekking dat, ongeag die baie unieke eienskappe van winkelsentrums in opkomende markte, die fundamentele reels wat reg oor die wereld met winkelsentrumontwikkeling toegepas word, ook vir die opkomende markte van KwaZulu-Natal geld. Relatief lae besteebare inkomstes beperk die drakrag grootte van winkelsentrums in opkomende markte. Winkelsentrumliggings word verbind met die interafhanklikheid van publieke vervoer van die marksegment. F aktore gunstig vir winkelsentrumontwikkeling soos hoe privaat motorbesit, hoe besteebare inkomste, gewillige kleinhandelaars, effektiewe stadsbeplanning en staatsondersteuning het nog nie vlakke bereik wat die grootskaalse ontwikkeling van winkelsentrums in swart woonbuurtes bevoordeel nie. Winkelsentrumontwikkeling in die sentrale sakegebiede van landelike dorpe is wel, in die algemeen, suksesvol en stel tans die standaard vir winkelsentrumontwikkeling vir opkomende markte in Suid Africa / Geography and Environmental Studies / D.Litt. et Phil. (Geography)