Thesis (MBA)--Stellenbosch University, 2003. / ENGLISH ABSTRACT: The effective application of the requirements of customer interface design is critical
for the success of business-to-consumer electronic commerce ventures. The
challenging environment experienced by South African-based business-to-consumer
electronic commerce compounds the importance of offering Web sites with high
usability and a conventional shopping experience.
The first main objective of this study is to determine the requirements of customer
interface design in business-to-consumer electronic commerce and is achieved
through the review of the relevant literature.
The second main objective is to measure the application of customer interface design
within South African business-to-consumer electronic commerce. A thematic model
(or framework) that represents the thirteen main requirements is developed. The
model identifies the themes as transmission speed, page layout and structure,
navigation, writing style, multimedia, customer support, customisation and
personalisation, community, information, perceptions, trust and security, commerce,
and the absence of errors. The model is used to subjectively measure the effective
application of customer interface design in a test group of fifty South African-based
Web sites.
The third main objective is to present the results. Requirements that are effectively
applied by most of the Web sites include the themes of transmission speed, page
layout and structure, writing style, multimedia, trust and security and the absence of
errors. The themes of navigation, customisation and personalisation, information,
perceptions and commerce are evident, but applied less effectively. Although some
sites do provide the theme of customer support, the overall result shows that it is
generally not effectively applied. Community is the least effectively applied of all the
requirements presented in the thematic model. Possible reasons for the results are
offered, but further research is necessary to determine the underlying reasons for
lack of the community theme. The relevance and the value of the study lies in the conceptualisation of customer
interface design in South African business-to-consumer electronic commerce and the
foundation presented for future research. / AFRIKAANSE OPSOMMING: Die effektiewe toepassing van klant-koppelvlak ontwerp vereistes is noodsaaklik om
die sukses van besigheid-tot-verbruiker elektroniese handel ondememings te
verseker. Die uitdagende omgewing vir besigheid-tot-verbruiker elektroniese handel
in Suid-Afrika beklemtoon die belangrikheid van webtuistes om gebruikersvriendelik
te wees en 'n konvensionele inkopie-ervaring te bied.
Die studieprojek se eerste doelwit is om die vereistes van klant-koppelvlak ontwerp in
besigheid-tot-verbruiker elektroniese handel te bepaal. Hierdie doelwit word bereik
deur 'n oorsig van die relevante literatuur.
Die tweede doelwit is om die toepassing van klant-koppelvlak ontwerp in SuidAfrikaanse
besigheid-tot-verbruiker elektroniese handel te meet. 'n Tematiese
model, wat dertien hoofvereistes saamvat, is ontwerp om meting te fasiliteer. Die
model identifiseer die temas van deursendingspoed, bladuitleg en -struktuur,
navigasie, skryfstyl, multimedia, klantediens, aanpassing en verpersoonliking,
gemeenskap, informasie, persepsies, vertroue en sekerheid, handel, en foutloosheid.
Die model is gebruik om die effektiewe toepassing van klant-koppelvlak ontwerp ten
opsigte van vyftig Suid-Afrikaanse webtuistes te meet.
Die derde doelwit is om die resultate te analiseer en te interpreteer. Vereistes wat
meestal effektief toegepas word, is die temas van deursendingspoed, bladuitleg en -
struktuur, skryfstyl, multimedia, vertroue en sekerheid, en foutloosheid. Die temas
van navigasie, aanpassing en verpersoonliking, informasie, persepsies en handel is
teenwoordig, maar minder effektief toegepas. Alhoewel sommige webtuistes die
tema van klantediens bied, dui die verwerkte resultate daarop dat dit in die algemeen
nie effektief toegepas word nie. Van al die vereistes, soos in die tematiese model
saamgevat, is gemeenskap die swakste toegepas. Moontlike redes vir die resultaat
word aangebied, maar verdere navorsing is nodig om die onderliggende redes vas te
stel. Die toepaslikheid en waarde van die navorsing is gelee in die konseptualisering van
klant-koppelvlak ontwerp in die Suid-Afrikaanse besigheid-tot-verbruiker elektroniese
handel, sowel as die grondslag wat dit vir verdere navorsing bied.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:sun/oai:scholar.sun.ac.za:10019.1/53574 |
| Date | 12 1900 |
| Creators | Strydom, Adriaan |
| Contributors | Fourie, L. C. H., Stellenbosch University. Faculty of Economic and Management Sciences. Graduate School of Business. |
| Publisher | Stellenbosch : Stellenbosch University |
| Source Sets | South African National ETD Portal |
| Language | en_ZA |
| Detected Language | English |
| Type | Thesis |
| Format | 109 p. |
| Rights | Stellenbosch University |
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