1. e-se rvice
quality
red
a course prepa
r
by yves pigneu
spired
presentation in
lds
by Garr Reyno
2. e-business
se rvice design
scenario & storytelling
ta sk analysis
p rototyping
vice quality & usability
!ser
busi ness process ation
bluepr int & visualiz
service pr oductivity
servic e compliance
bu siness model
value cha in & network l innovation
service & b usiness mode
15. ^
e-service quality
l.
Z eithaml et a
according to
“ can be defined as the extent to which
a Web site facilitates efficient and
effective shopping, purchasing, and
”
delivery of products and services.
16. usability
^ according
& Carrol
l
to Ross
on
“ The extent to which a system with
given functionality can be used by
specified users to achieve goals with
effectiveness, and satisfaction in
specified context of use.
”
18. SERVQUAL
^according to
Parasuraman
, Zeithaml, a
nd Berry
based on measured gap between consumer
expectations and perceptions
measured according to five service dimensions
19. GAPS MODEL
according t o Parasuraman, et a
^l.
knowledge gap
standards gap
delivery gap
communication gap
perception gap
20. Knowledge gap
what customers
^
expect
difference between company perceptions of what
customers expect and what customers really
expect
21. Standard gap
^
standards reflect
expectations
difference between company perceptions and
service quality specifications
22. Delivery gap
^
performance meets
standards
difference between service quality specifications
and actual service delivery
23. ^
Communication gap
es
co mmunication promis
are realistic
difference between service delivery and what is
communicated
24. Perception gap
^
align perception and
expectation
difference between what customers expect of a
service and what they actually receive
25. SERVICE DIMENSIONS
according t o Parasuraman, et a
^l.
Tangibles
Reliability
Responsiveness
Assurance
Empathy
28. e-SERVICE DIMENSIONS
accordin g to Fassnacht & Ko
^
ese
ease of use
appearance & quality of layout
information quality & content
reliability & fulfillment
responsiveness & speed
assurance & privacy/security
37. “ success, it must provide the
For an interface to be a
right functionality, at the right
time, in the right place, and in
the right form from the user’s
point of view.
”
C. Wharton, et al.
The Cognitive Walkthrough Method: A Practitioner’s Guide
38. Usability evaluation
ac cording to R
osson & Carro
^ll
analysis or empirical study of the usability of a
prototype or a system for providing feedback and
supporting an iterative development process
helps designer recognize that there is a problem,
understand the problem and its underlying
causes, and plan changes to correct the problem
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58. ^
WALKTHROUGH PROCEDURE
on
according to Whart
Define the inputs to the walkthrough
Walk through the actions for each task
Record critical information
Revise the interface to fix the problems
59. Critical questions
quot; Is the action obviously available?
quot; Does the action (control) match the goal?
quot; Is there appropriate feedback?
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