Journal of Information Technology

, Volume 29, Issue 1, pp 1–26 | Cite as

Return visits: a review of how Web site design can engender visitor loyalty

Research Article

Abstract

Both the use of Web sites and the empirical knowledge as to what constitutes effective Web site design has grown exponentially in recent years. The aim of the current article is to outline the history and key elements of Web site design in an e-commerce context – primarily in the period 2002–2012. It was in 2002 that a Special Issue of ISR was focused on ‘Measuring e-Commerce in Net-Enabled Organizations.’ Before this, work was conducted on Web site design, but much of it was anecdotal. Systematic, empirical research and modeling of Web site design to dependent variables like trust, satisfaction, and loyalty until then had not receive substantial focus – at least in the information systems domain. In addition to an overview of empirical findings, this article has a practical focus on what designers must know about Web site elements if they are to provide compelling user experiences, taking into account the site’s likely users. To this end, the article elaborates components of effective Web site design, user characteristics, and the online context that impact Web usage and acceptance, and design issues as they are relevant to diverse users including those in global markets. Web site elements that result in positive business impact are articulated. This retrospective on Web site design concludes with an overview of future research directions and current developments.

Keywords

Web site design user characteristics user content Web site localization 

References

  1. Agarwal, R. and Venkatesh, V. (2002). Assessing a Firm’s Web Presence: A heuristic evaluation procedure for the measurement of usability, Information Systems Research 13 (2): 168–186.CrossRefGoogle Scholar
  2. Aladwani, A. (2013). A Contingency Model of Citizens’ Attitudes Toward E-Government Use, Electronic Government: An International Journal 10 (1): 68–85.CrossRefGoogle Scholar
  3. Al-Natour, S., Bensabat, I. and Cenfetelli, R. (2005). The Role of Similarity in E-Commerce Interactions: The case of online shopping assistants, in Proceedings of the International Conference on Information Systems. Fourth Annual Workshop on HCI Research in MIS, Las Vegas: Association of Information Systems, 70–74.Google Scholar
  4. Anderson, R. and Srinivasan, S. (2003). E-Satisfaction and E-Loyalty: A contingency framework, Psychology & Marketing 20 (2): 123–138.CrossRefGoogle Scholar
  5. Babin, B., Darden, W. and Griffin, M. (1994). WORK and/or Fun Measuring Hedonic and Utilitarian Shopping Value, Journal of Consumer Research 20 (4): 644–656.CrossRefGoogle Scholar
  6. Barber, W. and Badre, A. (1998). Culturability: The merging of culture and usability, in Proceedings of the 4th Conference on Human Factors and the Web; Basking Ridge, New Jersey: AT&T Labs.Google Scholar
  7. Bart, Y., Shankar, V., Sultan, F. and Urban, G. (2005). Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A large-scale exploratory empirical study, Journal of Marketing 69 (4): 133–152.CrossRefGoogle Scholar
  8. Benbasat, I. and Barki, H. (2007). Quo Vadis, TAM? Journal of the Association for Information Systems 8 (4): 212–218.Google Scholar
  9. Berthon, P., Leyland, F. and Watson, R. (1996). The World Wide Web as an Advertising Medium, Journal of Advertising Research 36 (01): 43–54.Google Scholar
  10. Bhattacherjee, A. (2002). Individual Trust in Online Firms: Scale development and initial test, Journal of Management Information Systems 19 (1): 211–241.Google Scholar
  11. Blake, B., Nerendorf, K. and Valdiserri, C. (2005). Tailoring New Websites to Appeal to Those Most Likely to Shop Online, Technovation 25 (10): 1205–1214.CrossRefGoogle Scholar
  12. Bloch, P. (1995). Seeking the Ideal Form: Product design and consumer response, Journal of Marketing 59 (3): 16–29.CrossRefGoogle Scholar
  13. Bruner, G. and Kumar, A. (2005). Explaining Consumer Acceptance of Handheld Internet Devices, Journal of Business Research 58 (5): 553–558.CrossRefGoogle Scholar
  14. Burke, R. (2002). Technology and the Customer Interface: What consumers want in the physical and virtual store, Journal of the Academy of Marketing Science 30 (4): 411–432.CrossRefGoogle Scholar
  15. Butcher, K. and Sparks, B.O. (2001). Evaluative and Relational Influences on Service Loyalty, International Journal of Service Industry Management 12 (4): 310–327.CrossRefGoogle Scholar
  16. Chattaraman, V., Kwon, W.S., Gilbert, J. and Shim, S.I. (2011). Virtual Agents in E-Commerce: Representational characteristics for seniors, Journal of Research in Interactive Marketing 5 (4): 276–297.CrossRefGoogle Scholar
  17. Chen, I.C. and Hu, S.C. (2012). Gender Differences in Shoppers’ Behavioural Reactions to Ultra-Low Price Tags at Online Merchants, Electronic Commerce Research 12 (4): 485–504.CrossRefGoogle Scholar
  18. Chen, S. and Dhillon, G. (2003). Interpreting Dimensions of Consumer Trust in E-Commerce, Information Technology and Management 4 (2–3): 303–318.CrossRefGoogle Scholar
  19. Chen, Y.H. and Barnes, S. (2007). Initial Trust and Online Buyer Behavior, Industrial Management & Data Systems 107 (1): 21–36.CrossRefGoogle Scholar
  20. Cheung, C. and Lee, M. (2006). Understanding Consumer Trust in Internet Shopping: A multidisciplinary approach, Journal of the American Society for Information Science and Technology 57 (4): 479–492.CrossRefGoogle Scholar
  21. Childers, T., Carr, C., Peck, J. and Carson, S. (2001). Hedonic and Utilitarian Motivations for Online Retail Shopping Behavior, Journal of Retailing 77 (4): 511–535.CrossRefGoogle Scholar
  22. Chung, J. and Tan, F. (2004). Antecedents of Perceived Playfulness: An exploratory study on user acceptance of general information-searching websites, Information & Management 41 (7): 869–881.CrossRefGoogle Scholar
  23. CIO.com (2010). Localization: Easy prevention for painless IT integration. [WWW document] http://www.transperfect.com/about/news/1009030_cio.html (accessed 3 February 2011).
  24. Corritore, C., Kracher, B. and Wiedenbeck, S. (2003). Online Trust: Concepts, evolving themes, a model, International Journal of Human-Computer Studies 58 (6): 737–758.CrossRefGoogle Scholar
  25. Crutzen, R., Cyr, D. and de Vries, N. (2011). Bringing Loyalty to E-Health: Theory validation using three internet-delivered interventions, Journal of Medical Internet Research 13 (3): e73.CrossRefGoogle Scholar
  26. Crutzen, R., Cyr, D. and de Vries, N. (2012). The Role of User Control in Adherence to and Knowledge Gained from a Website: Randomized comparison between a tunneled version and a freedom-of-choice version, Journal of Medical Internet Research 14 (2).Google Scholar
  27. Crutzen, R., Cyr, D., Larios, H., Ruiter, R. and de Vries, N. (2013). Social Presence and Use of Internet-Delivered Interventions: A multi-method approach, PLoS ONE 8 (2): e57067.CrossRefGoogle Scholar
  28. Cyr, D. (2002). CreoScitex: The next step, in D. Cyr, J. Dhaliwal and A. Persaud (eds.) E-business Innovation: Cases and online readings, Toronto: Prentice-Hall 164–173.Google Scholar
  29. Cyr, D. (2008). Modelling Website Design across Cultures: Relationships to trust, satisfaction and e-loyalty, Journal of Management Information Systems 24 (4): 47–72.CrossRefGoogle Scholar
  30. Cyr, D. (2013a). Emotion and Website Design, in M. Soegaard and R.F. Dam (eds.) Encyclopedia of Human-Computer Interaction and Interaction Design, Aarhus, Denmark: The Interaction Design Foundation.Google Scholar
  31. Cyr, D. (2013b). Website Design, Trust and Culture: An eight country investigation, Electronic Commerce Research and Applications 12: 373–385.CrossRefGoogle Scholar
  32. Cyr, D. and Bonanni, C. (2005). Gender and Website Design in E-Business, International Journal of Electronic Business 3 (6): 565–582.CrossRefGoogle Scholar
  33. Cyr, D. and Head, M. (2013a). The Impact of Task Framing and Viewing Time on User Website Perceptions and Viewing Behavior, International Journal of Human Computer Studies 71 (12): 1089–1102.CrossRefGoogle Scholar
  34. Cyr, D. and Head, M. (2013b). Website Design in an International Context: The role of gender in masculine versus feminine oriented countries, Computers in Human Behavior 29 (4): 1358–1367.CrossRefGoogle Scholar
  35. Cyr, D. and Trevor-Smith, H. (2004). Localization of Web Design: A comparison of German, Japanese, and US Website Characteristics, Journal of the American Society for Information Science and Technology 55 (13): 1–10.CrossRefGoogle Scholar
  36. Cyr, D., Bonanni, C., Bowes, J. and Ilsever, J. (2005). Beyond Trust: Website design preferences across cultures, Journal of Global Information Management 13 (4): 25–54.CrossRefGoogle Scholar
  37. Cyr, D., Hassanein, K., Head, M. and Ivanov, A. (2007). The Role of Social Presence in Establishing Loyalty in E-Service Environments, Interacting with Computers 19 (1): 43–56.CrossRefGoogle Scholar
  38. Cyr, D., Head, M. and Ivanov, A. (2006). Design Aesthetics Leading to M-Loyalty in Mobile Commerce, Information & Management 43 (8): 950–963.CrossRefGoogle Scholar
  39. Cyr, D., Head, M., Larios, H. and Pan, B. (2009a). Exploring Human Images in Website Design: A multi-method approach, MIS Quarterly 33 (3): 539–566.Google Scholar
  40. Cyr, D., Head, M. and Ivanov, A. (2009b). Perceived Interactivity Leading to E-Loyalty: Development of a model for cognitive-affective user responses, International Journal of Human-Computer Studies 67 (10): 850–869.CrossRefGoogle Scholar
  41. Cyr, D., Head, M. and Larios, H. (2010). Colour appeal in Website Design Within and across Cultures: A multi-method evaluation, International Journal of Human-Computer Studies 68 (1): 1–21.CrossRefGoogle Scholar
  42. Cyr, D., Kindra, G. and Dash, S. (2008). Website Design, Trust, Satisfaction, and E-loyalty: The Indian experience, Online Information Review 32 (6): 773–790.CrossRefGoogle Scholar
  43. Dabholkar, P. and Bagozzi, R. (2002). An Attitudinal Model of Technology Based Self-Evidence: Moderating effects of consumer traits and situational factors, Journal of the Academy of Marketing Science 30 (3): 184–201.CrossRefGoogle Scholar
  44. Davis, F. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology, MIS Quarterly 13 (3): 319–340.CrossRefGoogle Scholar
  45. Deighton, J. (1996). Features of Good Integration: Two cases and some generalizations, in J. Moore and E. Thorsen (eds.) Integrated Communications: The search for synergy in communication voices, Hillsdale, NJ: Lawrence Erlbaum Associates.Google Scholar
  46. Deng, L. and Poole, M. (2012). Aesthetic Design of E-Commerce Web Pages – Webpage complexity, order and preference, Electronic Commerce Research and Applications 11 (4): 420.CrossRefGoogle Scholar
  47. Devaraj, S., Fan, M. and Kohli, R. (2003). E-Loyalty: Elusive ideal or competitive edge? Communications of the ACM 46 (9): 184–191.CrossRefGoogle Scholar
  48. Dholakia, R.R., Zhao, M., Dholakia, N. and Fortin, D. (2000). Interactivity and Revisits to Websites: A theoretical framework (Working Paper). Retrieved from Research Institute for Telecommunications and Information Marketing website, http://ritim.cba.uri.edu/wp/.
  49. Dimoka, A., Banker, R.D., Benbasat, I., Davis, F.D., Dennis, A.R., Gefen, D., Gupta, A., Ischebeck, A., Kenning, P., Müller-Putz, G., Pavlou, P.A., Riedl, R., vom Brocke, J. and Weber, B. (2012). On the Use of Neurophysiological Tools in IS Research: Developing a research agenda for NeuroIS, MIS Quarterly 3: 679–702.Google Scholar
  50. Djamasbi, S., Tullis, T., Girouard, M., Hebner, M., Krol, J. and Terranova, M. (2006). Web Accessibility for Visually Impaired Users: Extending the technology acceptance model (TAM), in AIS Proceedings of the Twelfth Americas Conference on Information Systems, Acapulco, Mexico, 3029–3034.Google Scholar
  51. Djamasbi, S., Siegel, M., Tullis, T. and Dai, R. (2010a). Efficiency, Trust, and Visual Appeal: Usability testing through eye tracking, in Proceedings of the 43rd Hawaii International Conference on System Sciences, Kauai, Hawaii: Computer Society Press, 1–10.Google Scholar
  52. Djamasbi, S., Siegel, M. and Tullis, T. (2010b). Generation Y, Web Design, and Eye Tracking, International Journal of Human-Computer Studies 68 (5): 307–323.CrossRefGoogle Scholar
  53. Djamasbi, S., Siegel, M. and Tullis, T. (2011). Visual Hierarchy and Viewing Behavior: An eye tracking study, in J. Jacko (ed.) Human-Computer Interaction: Design and Development Approaches, Berlin, Heidelberg: Springer, pp. 331–340.CrossRefGoogle Scholar
  54. Djamasbi, S., Siegel, M. and Tullis, T. (2012). Faces and Viewing Behavior: An exploratory investigation, AIS Transactions on Human-Computer Interaction 4 (3): 190–211.Google Scholar
  55. Egger, F.N. (2000). Trust Me, I’m an Online Vendor: Towards a model of trust for e-commerce system design, in G. Szwillus and T. Turner (eds.) CHI2000 Extended Abstracts: Conference on human factors in computing systems, The Hague, Netherlands: ACM Press, 101–102.CrossRefGoogle Scholar
  56. Ellis, D. and Kurniawan, S. (2000). Increasing the Usability of Online Information for Older Users: A case study in participatory design, International Journal of Human-Computer Interaction 12 (2): 263–276.CrossRefGoogle Scholar
  57. Everard, A. and Galletta, D. (2006). How Presentation Flaws Affect Perceived Site Quality, Trust, and Intention to Purchase from an Online Store, Journal of Management Information Systems 22 (3): 56–95.CrossRefGoogle Scholar
  58. EzineArticles (2013). Most common items sold online [WWW document] http://ezinearticles.com/?Most-Common-Items-Sold-Online&id=2859354 (accessed 13 February 2013).
  59. Feedplatform (2012). Top 500 internet retailer’s continue to increase [WWW document] http://www.feedplatform.com/top-500-internet-retailers-continue-to-increase/ (accessed 13 February 2013).
  60. Featherman, M. and Pavlou, A. (2003). Predicting E-Services Adoption: A perceived risk facets perspective, International Journal of Human-Computer Studies 59 (4): 451–474.CrossRefGoogle Scholar
  61. Flavián, C., Guinalíu, M. and Gurrea, R. (2005). The Role Played by Perceived Usability, Satisfaction and Consumer Trust on Website Loyalty, Information & Management 43 (1): 1–14.CrossRefGoogle Scholar
  62. Fogg, B., Soohoo, C., Danielson, D., Marable, L., Staford, J. and Tauber, E. (2002). How People Evaluate a Web Site’s Credibility? Results from a Larger Study.Google Scholar
  63. Fortin, D. and Dholakia, R. (2005). Interactivity and Vividness Effects on Social Presence and Involvement with a Web-Based Advertisement, Journal of Business Research 58 (3): 387–396.CrossRefGoogle Scholar
  64. Ganguly, B., Dash, S. and Cyr, D. (2009). Website Characteristics, Trust, and Purchase Intention in Online Stores: An empirical study in the Indian context, Journal of Information Science and Technology 6 (2): 22–44.Google Scholar
  65. Ganguly, B., Dash, S., Cyr, D. and Head, M. (2010). The Effects of Website Design on Purchase Intention in Online Shopping: The mediating role of trust and the moderating role of culture, International Journal of Electronic Business 8 (4): 302–330.CrossRefGoogle Scholar
  66. Garbarino, E. and Strahilevitz, M. (2004). Gender Differences in the Perceived Risk of Buying Online and the Effects of Receiving a Site Recommendation, Journal of Business Research 57 (7): 768–775.CrossRefGoogle Scholar
  67. Garrett, J. (2003). The Elements of User Experience: User-centered design for the Web, Thousand Oaks, CA: New Riders.Google Scholar
  68. Gefen, D. (2000). E-Commerce: The role of familiarity and trust, Omega 28 (6): 725–737.CrossRefGoogle Scholar
  69. Gefen, D. (2002). Customer Loyalty in E-Commerce, Journal of the Association of Information Systems 27 (51): 51.Google Scholar
  70. Gefen, D. and Straub, D. (2003). Managing User Trust in B2C E-Service, E-service Journal 2 (2): 7–24.CrossRefGoogle Scholar
  71. Gefen, D. and Straub, D. (2004). Consumer Trust in B2c E-Commerce and the Importance of Social Presence: Experiments in e-products and e-services, Omega 32 (6): 407–424.CrossRefGoogle Scholar
  72. Gefen, D., Karahanna, E. and Straub, D. (2003). Trust and TAM in Online Shopping: An integrated model, MIS Quarterly 27 (1): 51–90.Google Scholar
  73. Ghose, S. and Dou, W. (1998). Interactive Functions and their Impacts on the Appeal of Internet Presence Sites, Journal of Advertising Research 38 (2): 29–43.Google Scholar
  74. Glover, S. and Benbasat, I. (2010). A Comprehensive Model of Perceived Risk of E-Commerce Transactions, International Journal of Electronic Commerce 15 (2): 47–78.CrossRefGoogle Scholar
  75. Golander, G.K., Tractinsky, N. and Kabessa-Cohen, I. (2012). Trends in Website Design, AIS Transactions on Human-Computer Interaction 4 (3): 169–189.Google Scholar
  76. Gommans, M., Krishnan, K. and Scheffold, K. (2001). From Brand Loyalty to E-Loyalty: A conceptual framework, Journal of Economic and Social Research 3 (1): 43–58.Google Scholar
  77. Goodman, J. and Lundell, J. (2005). HCI and the Older Population, Interacting with Computers 17 (6): 613–620.CrossRefGoogle Scholar
  78. Grabner-Kräuter, S. and Kaluscha, E. (2003). Empirical Research in on-Line Trust: A review and critical assessment, International Journal of Human-Computer Studies 58 (6): 783–812.CrossRefGoogle Scholar
  79. Green, D. and Pearson, M. (2011). Integrating Website Usability with the Electronic Commerce Acceptance Model, Behavior & Information Technology 30 (2): 181–199.CrossRefGoogle Scholar
  80. Greenfield Online (1998). Cybershoppers Research Report #13197, Online Marketing Research conducted on behalf of Better Business Bureau.Google Scholar
  81. Ha, L. and James, E. (1998). Interactivity Reexamined: A baseline analysis of early business web sites, Journal of Broadcasting & Electronic Media 42 (4): 457–474.CrossRefGoogle Scholar
  82. Harridge-March, S. (2006). Can the Building of Trust Overcome Consumer Perceived Risk Online? Marketing Intelligence & Planning 24 (7): 746–761.CrossRefGoogle Scholar
  83. Hassanein, K. and Head, M. (2004). Building Online Trust through Socially Rich Web Interfaces, in Proceedings of the 2nd Annual Conference on Privacy, Security and Trust, New Brunswick.Google Scholar
  84. Hassanein, K. and Head, M. (2006). The Impact of Infusing Social Presence in Web Interface, International Journal of Electronic Commerce 10 (2): 31–55.CrossRefGoogle Scholar
  85. Hassanein, K. and Head, M. (2007). Manipulating Perceived Social Presence through the Web Interface and Its Impact on Attitude Towards Online Shopping, International Journal of Human-Computer Studies 65 (8): 689–708.CrossRefGoogle Scholar
  86. Hassanein, K., Head, M. and Ju, C. (2009). A Cross-Cultural Comparison of the Impact of Social Presence on Website Trust, Usefulness and Enjoyment, International Journal of Electronic Business 7 (6): 625–641.CrossRefGoogle Scholar
  87. Hawthorn, D. (2000). Possible Implications of Aging for Interface Designers, Interacting with Computers 12 (5): 507–528.CrossRefGoogle Scholar
  88. Hevner, A., March, S., Park, J. and Ram, S. (2004). Design Science in Information Systems Research, MIS Quarterly 28 (1): 75–105.Google Scholar
  89. Hofstede, G. (1983). National Cultures in Four Dimensions: A research-based theory of cultural differences among nations, International Studies of Management & Organization 13 (1/2): 46–74.CrossRefGoogle Scholar
  90. Hoffman, D. and Novak, T. (1996). Marketing in Hypermedia Computer-Mediated Environments: Conceptual foundations, Journal of Marketing 60 (3): 50–68.CrossRefGoogle Scholar
  91. Hoffman, D., Novak, T. and Peralta, M. (1999). Building Consumer Trust Online, Communications of the ACM 42 (4): 80–85.CrossRefGoogle Scholar
  92. Hornbæk, K. (2006). Current Practice in Measuring Usability: Challenges to usability studies and research, International Journal of Human-Computer Studies 64 (2): 79–102.CrossRefGoogle Scholar
  93. Internet Retailer (2011). Top 500 Analysis: It was web-only merchants and then everyone else in 2010. [WWW document] http://www.internetretailer.com/2011/02/01/top-500-analysis-it-was-web-only-merchants-and-then-everyo (accessed 3 February 2011).
  94. Internet Usage Statistics (2012). World Internet Users Statistics Usage and World Population Stats. [WWW document] http://www.internetworldstats.com/stats.htm/ (accessed 11 February 2013).Google Scholar
  95. Jarvenpaa, S., Noam, T. and Saarinen, L. (1999). Consumer Trust in an Internet Store: A cross‐cultural validation, Journal of Computer‐Mediated Communication 5 (2), doi: 10.1111/j.1083-6101.1999.tb00337.x.Google Scholar
  96. Jarvenpaa, S., Tractinsky, N. and Vitale, M. (2000). Consumer Trust in an Internet Store, Information Technology and Management 1 (2): 45–71.CrossRefGoogle Scholar
  97. Jiang, Z. and Benbasat, I. (2007). The Effects of Presentation Formats and Task Complexity on Online Consumers’ Product Understanding, MIS Quarterly 31 (3): 475–500.Google Scholar
  98. Johnson, G., Bruner, G. and Kumar, A. (2006). Interactivity and Its Facets Revisited: Theory and empirical test, Journal of Advertising 35 (4): 35–52.CrossRefGoogle Scholar
  99. Karvonen, K. (2000). The beauty of Simplicity, in Proceedings of the 2000 Conference on Universal Usability; New York: ACM Press, 85–90.Google Scholar
  100. Kim, H.W., Chan, H. and Chan, Y. (2007). A Balanced Thinking-Feelings Model of Information Systems Continuance, International Journal of Human-Computer Studies 65 (6): 511–525.CrossRefGoogle Scholar
  101. Kim, J. and Moon, J.Y. (1998). Designing Towards Emotional Usability in Customer Interfaces – Trustworthiness of cyber-banking system interfaces, Interacting with Computers 10 (1): 1–29.CrossRefGoogle Scholar
  102. Koernig, S. (2003). E-Scapes: The electronic physical environment and service tangibility, Psychology & Marketing 20 (2): 151–167.CrossRefGoogle Scholar
  103. Komiak, S.X. and Benbasat, I. (2004). Understanding Customer Trust in Agent-Mediated Electronic Commerce, Web-Mediated Electronic Commerce, Information Technology and Management 5 (1–2): 181–207.CrossRefGoogle Scholar
  104. Koufaris, M. (2002). Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior, Information Systems Research 13 (2): 205–223.CrossRefGoogle Scholar
  105. Koufaris, M. and Hampton-Sosa, W. (2002). Customer Trust Online: Examining the role of the experience with the Web-site. New York: Zicklin School of Business, Baruch College. Department of Statistics and Computer Information Systems. Working Paper Series.Google Scholar
  106. Koufaris, M. and Hampton-Sosa, W. (2004). The Development of Initial Trust in an Online Company by New Customers, Information & Management 41 (3): 377–397.CrossRefGoogle Scholar
  107. Ku, L. (1992). Impacts of Interactivity from Computer-Mediated Communication in an Organizational Setting: A study of electronic mail, Doctoral Dissertation, Michigan State University.Google Scholar
  108. Kulkarni, R.B., Rajeshwarkar, P.R. and Dixit, S.K. (2012). Cultural Analysis of Indian Websites, International Journal of Computer Applications 38 (8): 15–21.CrossRefGoogle Scholar
  109. Kumar, N. and Benbasat, I. (2002). Para-social Presence: A re-conceptualization of ‘social presence’ to capture the relationship between a web site and her visitors, in Proceedings of the 35th Annual Hawaii International Conference on System Sciences, Big Island, Hawaii: Computer Society Press, 106–112.Google Scholar
  110. Lam, S.Y., Shankar, V., Erramilli, M. and Murthy, B. (2004). Customer Value, Satisfaction, Loyalty, and Switching Costs: An illustration from a business-to-business service context, Journal of the Academy of Marketing Science 32 (3): 293–311.CrossRefGoogle Scholar
  111. Laurn, P. and Lin, H.-H. (2003). A Customer Loyalty Model for E-Service Context, Journal of Electronic Commerce Research 4 (4): 156–167.Google Scholar
  112. Lee, T. (2005). The Impact of Perceptions of Interactivity on Customer Trust and Transaction Intentions in Mobile Commerce, Journal of Electronic Commerce Research 6 (3): 165–180.Google Scholar
  113. Lim, E., Tan, C.-W., Cyr, D., Pan, S. and Xiao, B. (2012). Advancing Public Trust Relationships in Electronic Government: The Singapore e-filing journey, Information Systems Research 23 (4): 1110–1130.CrossRefGoogle Scholar
  114. Lindgaard, G., Fernandes, G., Dudek, C. and Brown, J. (2006). Attention Web Designers: You have 50 milliseconds to make a good first impression!, Behavior & Information Technology 25 (2): 115–126.CrossRefGoogle Scholar
  115. Lindgaard, G. and Dudek, C. (2003). What is This Evasive Beast We Call Customer Satisfaction? Interacting with Computers 15 (3): 429–452.CrossRefGoogle Scholar
  116. Lohse, G. and Spiller, P. (1998). Electronic Shopping, Communications of the ACM 41 (7): 81–87.CrossRefGoogle Scholar
  117. Loiacono, E., Watson, R. and Goodhue, D. (2007). WebQual: An instrument for consumer evaluation of web sites, International Journal of Electronic Commerce 11 (3): 51–87.CrossRefGoogle Scholar
  118. Lombard, M. and Ditton, T. (1997). At the Heart of It All: The concept of presence, Journal of Computer-Mediated Communication 3 (2), doi: 10.1111/j.1083-6101.1997.tb00072.x.Google Scholar
  119. Mahzari, A. and Ahmadzadeh, M. (2013). Finding Gender Preferences in E-Commerce Website Design by an Experimental Approach, International Journal of Applied Information Systems 5 (2): 35–40.Google Scholar
  120. Marcus, A. and Gould, E. (2000). Crosscurrents: Cultural dimensions and global web user-interface design, Interactions 7 (4): 32–46.CrossRefGoogle Scholar
  121. McCloskey, D. and Leppel, K. (2010). The Impact of Age on Electronic Commerce Participation: An exploratory model, Journal of Electronic Commerce in Organizations 8 (1): 41–60.CrossRefGoogle Scholar
  122. McCoy, S., Everard, A. and Jones, B. (2005). An Examination of the Technology Acceptance Model in Uruguay and the US: A focus on culture, Journal of Global Information Technology Management 8 (2): 27.CrossRefGoogle Scholar
  123. McCoy, S., Galletta, D. and King, W. (2007). Applying TAM across Cultures: The need for caution, European Journal of Information Systems 16 (1): 81–90.CrossRefGoogle Scholar
  124. McKinney, V., Yoon, K. and Zahedi, F. (2002). The Measurement of Web-Customer Satisfaction: An expectation and disconfirmation approach, Information Systems Research 13 (3): 296–315.CrossRefGoogle Scholar
  125. McKnight, D.H. (2002). Developing and Validating Trust Measures for E-Commerce: An integrative typology, Information Systems Research 13 (3): 334–359.CrossRefGoogle Scholar
  126. McKnight, D.H., Kacmar, C. and Choudhury, V. (2004). Shifting Factors and the Ineffectiveness of Third Party Assurance Seals: A two‐stage model of initial trust in a web business, Electronic Markets 14 (3): 252–266.CrossRefGoogle Scholar
  127. Mithas, S., Ramasubbu, N., Krishnan, M. and Fornell, C. (2006). Effect of Website Characteristics on Consumer Loyalty: A multilevel analysis, Journal of Management Information Systems 23 (3): 97–127.CrossRefGoogle Scholar
  128. Mithas, S., Ramasubbu, N., Krishnan, M. and Fornell, C. (2007). Designing Web Sites for Customer Loyalty across Business Domains: A multilevel analysis, Journal of Management Information Systems 23 (3): 97–127.CrossRefGoogle Scholar
  129. Moss, G., Gunn, R. and Heller, J. (2006). Some Men Like It Black, Some Women Like It Pink: Consumer implications of differences in male and female website design, Journal of Consumer Behavior 5 (4): 328–341.CrossRefGoogle Scholar
  130. Multilingual Search (2008). [WWW document] http://www.multilingual-search.com/world-statistics-on-the-number-of-internet-shoppers/28/01/2008/ (accessed 3 February 2011).
  131. NielsenOnline (2013). [WWW document] http://blog.nielsen.com/nielsenwire/consumer/global-online-shopping-report/ (accessed 13 February 2013).
  132. Nielsen, J. (2004). Designing for Web Usability, Indianapolis, IN: New Riders Publications.Google Scholar
  133. Neilson, J. (2008). [WWW document] http://www.useit.com/alertbox/rio.html (accessed 30 October 2012).Google Scholar
  134. Nusair, K., Yoon, H.J. and Parsa, H. (2008). Effect of Utilitarian and Hedonic Motivations on Consumer Satisfaction with Travel Websites, Information Technology & Tourism 10 (1): 75–89.CrossRefGoogle Scholar
  135. Oh, J., Fiorito, S., Cho, H. and Hofacker, C. (2008). Effects of Design Factors on Store Image and Expectation of Merchandise Quality in Web-Based Stores, Journal of Retailing and Consumer Services 15 (4): 237–249.CrossRefGoogle Scholar
  136. Online Video Industry News [WWW document] http://www.reelseo.com/web-video-usability/ (accessed 1 November 2012).
  137. Ozdemir, E. and Kilic, S. (2011). Young Consumers’ Perspectives of Website Visualization: A gender perspective, Business and Economics Research Journal 2 (2): 41–60.Google Scholar
  138. Palmer, J. (2002). Web Site Usability, Design, and Performance Metrics, Information Systems Research 13 (2): 151–167.CrossRefGoogle Scholar
  139. Palmer, J., Bailey, J. and Faraj, S. (2000). The role of Intermediaries in the Development of Trust on the WWW: The use and prominence of trusted third parties and privacy statements, Journal of Computer-Mediated Communication 5 (3), doi: 10.1111/j.1083-6101.2000.tb00342.x.Google Scholar
  140. Park, C. and Jun, J. (2003). A Cross-cultural Comparison of Internet Buying Behavior: Effects of Internet usage, perceived risks, and innovativeness, International Marketing Review 20 (5): 534–553.CrossRefGoogle Scholar
  141. Parsa, F., Tomic, I., Angelidis, J. and Ibrahim, N. (2011). Gender Effects on E-Commerce, Journal of Academy of Business and Economics 11 (4): 219–223.Google Scholar
  142. Paul, J. (2000). Performance Metrics to Measure the Value of Design, Design Management Journal 11 (4): 71–75.Google Scholar
  143. Pavlou, P. (2003). Consumer Acceptance of Electronic Commerce: Integrating trust and risk with the technology acceptance model, International Journal of Electronic Commerce 7 (3): 101–134.Google Scholar
  144. Quelch, J. and Klein, L. (1996). The Internet and International Marketing, Sloan Management Review 37 (3): 60–75.Google Scholar
  145. Qui, L. and Benbasat, I. (2005). Online Consumer Trust and Live Help Interfaces: The effects of text-to-speech voice and three-dimensional avatars, International Journal of Human-Computer Interaction 19 (1): 75–94.CrossRefGoogle Scholar
  146. Ratnasingham, P. (1998). The Importance of Trust in Electronic Commerce, Internet Research 8 (4): 313–321.CrossRefGoogle Scholar
  147. Rattanawicha, P. and Esichaikul, V. (2005). What Makes Websites Trustworthy? A two-phase empirical study, International Journal of Electronic Commerce 3 (2): 110–136.Google Scholar
  148. Reichheld, F. and Schefter, P. (2000). E-loyalty: Your secret weapon on the web, Harvard Business Review 78 (4): 105–113.Google Scholar
  149. Reimann, M., Zaichkowsky, J., Neuhaus, C., Bender, T. and Weber, B. (2010). Aesthetic Package Design: A behavioral, neural, and psychological investigation, Journal of Consumer Psychology 20 (4): 431–441.CrossRefGoogle Scholar
  150. Rice, R. (1984). The New Media: Communication, Research, and Technology, Beverly Hills: Sage.Google Scholar
  151. Rodgers, S. and Harris, M.A. (2003). Gender and E-Commerce: An exploratory study, Journal of Advertising Research 43 (3): 322–329.CrossRefGoogle Scholar
  152. Rose, G. and Straub, D. (1998). Predicting General IT Use: Applying TAM to the Arabic world, Journal of Global Information Management 6 (3): 39–46.CrossRefGoogle Scholar
  153. Rosen, D. and Purinton, E. (2004). Website Design: Viewing the web as a cognitive landscape, Journal of Business Research 57 (7): 787–794.CrossRefGoogle Scholar
  154. Schiffman, L., Sherman, E. and Long, M. (2003). Toward a Better Understanding of the Interplay of Personal Values and the Internet, Psychology & Marketing 20 (2): 169–186.CrossRefGoogle Scholar
  155. Shedroff, N. (2009). Experience Design Books, [WWW document] http://www.experiencedesignbooks.com/EXP1.1/index.html (accessed 14 February 2013).
  156. Sheng, H. and Joginapelly, T. (2012). Effects of Web Atmospheric Cues on Users’ Emotional Responses in E-Commerce, AIS Transactions on Human-Computer Interaction 4 (1): 1–24.Google Scholar
  157. Short, J., Williams, E. and Christie, B. (1976). The social psychology of telecommunications.Google Scholar
  158. Simon, S.J. (2001). The Impact of Culture and Gender on Web Sites: An empirical study, The Data Base for Advances in Information Systems 32 (1): 18–37.CrossRefGoogle Scholar
  159. Singh, N. and Baack, D. (2004). Web Site Adaptation: A cross‐cultural comparison of US and Mexican web sites, Journal of Computer-Mediated Communication 9 (4), doi: 10.1111/j.1083-6101.2004.tb00298.x.Google Scholar
  160. Singh, N and Boughton, P (2005). Measuring Website Globalization: A cross-sectional country and industry level analysis, Journal of Website Promotion 1 (3): 3–20.CrossRefGoogle Scholar
  161. Singh, N., Toy, D. and Wright, L. (2009). A Diagnostic Framework for Measuring Web‐Site Localization, Thunderbird International Business Review 51 (3): 281–295.CrossRefGoogle Scholar
  162. Singh, N., Zhao, H.Z. and Hu, X. (2003). Cultural Adaptation on the Web: A study of American companies’ domestic and Chinese websites, Journal of Global Information Management 11 (3): 63–80.CrossRefGoogle Scholar
  163. Smith, A., Dunckley, L., French, T., Minocha, S. and Chang, Y. (2004). A Process Model for Developing Usable Cross-Cultural Websites, Interacting with Computers 16 (1): 63–91.CrossRefGoogle Scholar
  164. Spiekermann, S. and Paraschiv, C. (2002). Motivating Human–Agent Interaction: Transferring insights from behavioral marketing to interface design, Electronic Commerce Research 2 (3): 255–285.CrossRefGoogle Scholar
  165. Srinivasan, S., Anderson, R. and Ponnavolu, K. (2002). Customer Loyalty in E-Commerce: An exploration of its antecedents and consequences, Journal of Retailing 78 (1): 41–50.CrossRefGoogle Scholar
  166. Srite, M. and Karahanna, E. (2006). The Role of Espoused National Cultural Values in Technology Acceptance, MIS Quarterly 30 (3): 679–704.Google Scholar
  167. Straub, D. and Karahanna, E. (1998). Knowledge Worker Communications and Recipient Availability: Toward a task closure explanation of media choice, Organization Science 9 (2): 160–175.CrossRefGoogle Scholar
  168. Straub, D., Keil, M. and Brenner, W. (1997). Testing the Technology Acceptance Model across Cultures: A three country study, Information & Management 33 (1): 1–11.CrossRefGoogle Scholar
  169. Sun, H. and Zhang, P. (2006). The Role of Moderating Factors in User Technology Acceptance, International Journal of Human-Computer Studies 64 (2): 53–78.CrossRefGoogle Scholar
  170. Szymanski, D. and Hise, R. (2000). E-Satisfaction: An initial examination, Journal of Retailing 76 (3): 309–322.CrossRefGoogle Scholar
  171. Tarasewich, P. (2003). Wireless Devices for Mobile Commerce: User interface design and usability, in B. Mennecke, T. Strader and P. Hershey (eds.) Mobile Commerce: Technology, theory, and applications, Hershey, Pennsylvania: Idea Group Publishing 26–50.CrossRefGoogle Scholar
  172. Teo, H.H., Oh, L.B., Liu, C. and Wei, K.K. (2003). An Empirical Study of the Effects Of Interactivity on Web User Attitude, International Journal of Human-Computer Studies 58 (3): 281–305.CrossRefGoogle Scholar
  173. Teo, T., Srivastava, S. and Jiang, L. (2008). Trust and Electronic Government Success: An empirical study, Journal of Management Information Systems 25 (3): 99–132.CrossRefGoogle Scholar
  174. Te’eni, D. (2001). Review: A cognitive-affective model of organizational communication for designing IT, MIS Quarterly 25 (2): 251–312.CrossRefGoogle Scholar
  175. Torkzadeh, G. and Dhillon, G. (2002). Measuring Factors That Influence the Success of Internet Commerce, Information Systems Research 13 (2): 187–204.CrossRefGoogle Scholar
  176. Tractinsky, N. (2004). Towards the Study of Aesthetics in Information Technology, in AIS Proceedings from the 25th Annual International Conference on Information Systems, Washington DC, 12–15.Google Scholar
  177. Tractinsky, N. (2006). Aesthetics in Information Technology, in P. Zhang and D. Galletta (eds.) Human Computer Interaction and Management Information Systems: Foundations, Armonk, New York: M. E. Sharpe 330.Google Scholar
  178. Ulbrich, F., Christensen, T. and Stankus, L. (2011). Gender-Specific On-Line Shopping Preferences, Electronic Commerce Research 11 (2): 181–199.CrossRefGoogle Scholar
  179. Van der Heijden, H. (2003). Factors Influencing the Usage of Websites: The case of a generic portal in the Netherlands, Information & Management 40 (6): 541–549.CrossRefGoogle Scholar
  180. Van der Heijden, H., Verhagen, T. and Creemers, M. (2001). Predicting Online Purchase Behavior: Replications and tests of competing models, in Proceedings of the 34th Annual Hawaii International Conference on System Sciences, Washington DC: IEEE Computer Society.Google Scholar
  181. Vance, A., Elie-Dit-Cosaque, C. and Straub, D. (2008). Examining Trust in Information Technology Artifacts: The effects of system quality and culture, Journal of Management Information Systems 24 (4): 73–100.CrossRefGoogle Scholar
  182. Video Heatmaps (2012). A Breakthrough for Sales Teams? [WWW document] http://www.reelseo.com/video-heatmap/ (accessed 1 November 2012).
  183. van Slyke, C.V., Bélanger, F., Johnson, R. and Hightower, R. (2010). Gender-Based Differences in Consumer E-Commerce Adoption, Communications of the Association for Information Systems 26 (2), http://aisel.aisnet.org/cais/vol26/iss1/2.
  184. Voss, K., Spangenberg, E. and Grohmann, B. (2003). Measuring the Hedonic and Utilitarian Dimensions of Consumer Attitude, Journal of Marketing Research 40 (3): 310–320.CrossRefGoogle Scholar
  185. Vyncke, F. and Brengman, M. (2010). Are Culturally Congruent Websites More Effective? An overview of a decade of empirical evidence, Journal of Electronic Commerce Research 11 (1): 14–29.Google Scholar
  186. Wang, W. and Benbasat, I. (2005). Trust in and Adoption of Online Recommendation Agents, Journal of the Association for Information Systems 6 (3): 72–101.Google Scholar
  187. Watson, R., Pitt, L. and Kavan, C.B. (1998). Measuring Information Systems Service Quality: Lessons from two longitudinal case studies, MIS Quarterly 22 (1): 61–79.CrossRefGoogle Scholar
  188. Web Globalization Report Card (2012). [WWW document] http://bytelevel.com/reportcard2012/ (accessed 13 February 2013).
  189. Witmer, B., Jerome, C. and Singer, M. (2005). The Factor Structure of the Presence Questionnaire, Presence: Teleoperators and Virtual Environments 14 (3): 298–312.CrossRefGoogle Scholar
  190. Yoo, Y. and Alavi, M. (2001). Media and Group Cohesion: Relative influences on social presence, task participation, and group consensus, MIS Quarterly 25 (3): 371–390.CrossRefGoogle Scholar
  191. Yoon, S.J. (2002). The Antecedents and Consequences of Trust in Online-Purchase Decisions, Journal of Interactive Marketing 16 (2): 47–63.CrossRefGoogle Scholar
  192. Zahedi, F., Van Pelt, W. and Srite, M. (2006). Web Documents’ Cultural Masculinity and Femininity, Journal of Management Information Systems 23 (1): 87–128.CrossRefGoogle Scholar
  193. Zajicek, M. (2004). Successful and Available: Interface design exemplars for older users, Interacting with Computers 16 (3): 411–430.CrossRefGoogle Scholar
  194. Zhang, P. and Li, N. (2004). Love at First Sight or Sustained Effect? The role of perceived affective quality on users’ cognitive reactions to IT, in AIS Proceedings of the 25th International Conference on Information Systems, Washington DC.Google Scholar

Copyright information

© Association for Information Technology Trust 2014

Authors and Affiliations

  1. 1.Beedie School of Business, Simon Fraser UniversitySurreyCanada

Personalised recommendations