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HICSS
2008
IEEE

Online Services, Customer Characteristics and Usability Requirements

14 years 6 months ago
Online Services, Customer Characteristics and Usability Requirements
Designing web sites that are responsive to customer needs is a critical prerequisite for the success of online services. Recently, a usability evaluation procedure, based on the Microsoft Usability Guidelines (MUG) has emerged. MUG identifies five design requirements – content, ease of use, made-for-the-medium, emotion, and promotion – that should increase the usability of sites. To date, however, there has been limited research examining why online customers would place more or less importance on these requirements. In addition to demographic characteristics which may help explain customer needs, we propose that psychographic characteristics will also influence usability-related requirements. To develop our research model and hypotheses, we draw from recent usability literature and research in consumer behavior concerned with customers’ beliefs about technology, specifically focusing on four beliefs – optimism, innovativeness, discomfort, and insecurity. We present the result...
Anne P. Massey, Vijay Khatri, Mitzi M. Montoya-Wei
Added 29 May 2010
Updated 29 May 2010
Type Conference
Year 2008
Where HICSS
Authors Anne P. Massey, Vijay Khatri, Mitzi M. Montoya-Weiss
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