Assessing a Firm's Web Presence: A Heuristic Evaluation Procedure for the Measurement of Usability

• Published in: Information systems research Vol. 13; no. 2; pp. 168 - 186
• Main Authors: Agarwal, Ritu, Venkatesh, Viswanath
• Format: Journal Article
• Language: English
• Published: Linthicum INFORMS 01.06.2002; The Institute for Operations Research and the Management Sciences (INFORMS); Institute for Operations Research and the Management Sciences
• Subjects: Air transportation industry; Airlines; Bookstores; Coffee mugs; Computer software industry; Customer satisfaction; Designers; Efficiency; Heuristic; Heuristic Evaluation; Heuristics; Human-Computer Interaction; Industrial sites; Information storage and retrieval systems; Interfaces; Investors; Microsoft Usability Guidelines; Service industries; Studies; Usability; Usability testing; User behavior; Web Interface; Web site design; Websites; New York; United States

Web site usability is a critical metric for assessing the quality of a firm's Web presence. A measure of usability must not only provide a global rating for a specific Web site, ideally it should also illuminate specific strengths and weaknesses associated with site design. In this paper, we de...