O desempenho de websites organizacionais: uma proposta de modelo avaliador
Main Article Content
Resumo
A Internet e a World Wide Web transformaram o modo como as organizações comunicam e conduzem transações ao permitirem superar barreiras temporais e geográficas. Consequentemente, as organizações sentem a necessidade de marcar presença neste espaço sendo os Websites o veículo de eleição. Contudo, definiras características que um Website deve possuir está longe de ser uma tarefa trivial. Em particular, os gestores necessitam de uma ferramenta que permita avaliar os Websites de modo a poderem tomar decisões que melhorem a sua eficácia. Este artigo propõe um modelo avaliativo de Websites organizacionais tendo por base uma análise da literatura. O modelo encontra-se estruturado em duas áreas (conteúdo e design), cada área é composta por várias dimensões e cada dimensão possui vários itens de análise. Um objetivo futuro desta investigação é o de testar este modelo numa amostra de pequenas e médias empresas portuguesas.
Downloads
Referências
Agarwal, R., & 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. https://doi.org/10.1287/isre.13.2.168.84
Aladwani, A., & Palvia, P. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 39(6), 467-476. https://doi.org/10.1016/s0378-7206(01)00113-6
Andersen, N., & Elliot, S. (2005). E-Business Perceptions versus Reality: A Longitudinal Analysis of Corporate Websites. Proceedings of EC-Web 2005, 178-187. https://doi.org/10.1007/11545163_18
Barnes, J., & Vidgen, T. (2001). Assessing the quality of auction Websites. Proceedings of the Hawaii International Conference on Systems Sciences Maui, HI: IEEE Computer Society Press, 1-26.
Capriotti, P., & Moreno, A. (2007). Corporate citizenship and public relations: The importance and interactivity of social responsibility issues on corporate websites. Public Relations Review, 33, 84-91. https://doi.org/10.1016/j.pubrev.2006.11.012
Cheung, W., & Huang, W. (2002). An investigation of commercial usage of the World Wide Web: a picture from Singapore. International Journal of Information Management, 22 (5), 377-388. https://doi.org/10.1016/s0268-4012(02)00026-9
Chiou, W., LIN, C., & Perng, C. (2010). A strategic framework for website evaluation based on a review of the literature from 1995-2006.Information & Management, 47, 282-290. https://doi.org/10.1016/j.im.2010.06.002
Combe, C. (2006). Introduction to e-Business: Management and Strategy. Butterworth-Heinemann, Netherlands.
Currie, W. (2004). Value Creation from E-Business Models. Elsevier Butterworth-Heinemann, Oxford.
Delone, H., & Mclean, R. (2004). Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model. International Journal of Electronic Commerce, 9, 31-47. https://doi.org/10.1080/10864415.2004.11044317
Dholakia, R., Zhao, M., Dholakia, N., & Fortin, D. (2000). Interactivity and Revisits to Websites: A Theoretical Framework. http://ritim.cba.uri.edu/wp/
Dholakia, R., & Kshetri, N. (2004). Factors impacting the adoption of the internet among SMEs. Small Business Economics, 23, 311-322. https://doi.org/10.1023/b:sbej.0000032036.90353.1f
Dou, W., & Krisknamurthy, S. (2007). Using Brand Websites to Build Brands Online: A Product versus Service Brand Comparison. Journal of Advertising Research, 47 (2), 193-206. https://doi.org/10.2501/s0021849907070225
Elliot, S., Morup-Petersen, A., & Bjorn-Andersen, N. (2000). Towards a framework for evaluation of commercial Websites. Proceedings of the 13th International Bled Electronic Commerce Conference, 69-86.
European Comission (2009).European SMEs under Pressure. Annual Report on EU SME.
Evans, R., & King, E. (1999). Business-to-Business Marketing and the World Wide Web: Planning, Managing and Assessing Web Sites. Industrial Marketing Management, 28(4), 343-358. https://doi.org/10.1016/s0019-8501(98)00013-3
Gehrke, D., & Turban, E. (1999). Determinants of Successful Website Design: Relative Importance and Recommendations for Effectiveness. Proceedings of the 32nd Hawaii International Conference on System Sciences, 1-8. https://doi.org/10.1109/hicss.1999.772943
Gonçalves, R., Martins, J., Pereira, J., Oliveira, M., & Ferreira, J. (2012). Accessibility levels of Portuguese enterprise websites: equal opportunities for all? Behaviour & Information Technology, 31(7), 659-677. https://doi.org/10.1080/0144929x.2011.563802
González, M., & Palacios, B. (2004). Quantitative evaluation of commercial websites: an empirical study of Spanish firms. International Journal of Information Management, 24 (3), 313-328.
Gretzel, U., Law, R.,& Fuchs, M.(2010). Information and Communication Technologies in Tourism 2010. Proceedings of the International Conference in Innsbruck, Austria. 87-98.
Grigoroudis, E., Litos, C., Moustakis, V., & Politis, Y. (2008). The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach. European Journal of Operational Research, 187 (3), 1346-1357. https://doi.org/10.1016/j.ejor.2006.09.017
Gustavsen, A., & Tilley, E. (2003). Public relations communication through corporate websites: Towards an understanding of the role of interactivity. PRism Online PR Journal, 1 (1).
Harison, E., & Boonstra, A. (2008). Reaching new altitudes in e-commerce: assessing the performance of airline websites. Journal of Air Transport Management, 14 (4), 92-98. https://doi.org/10.1016/j.jairtraman.2008.02.002
Hasan, L., & Abuelrub, E. (2010). Assessing the quality of web sites. Applied Computing and Informatics, 9, 11-29. https://doi.org/10.1016/j.aci.2009.03.001
Hernández, B., Jiménez, J., & Martin, M. (2009). Key website factors in e-business strategy. International Journal of Information Management, 29, 362-371. https://doi.org/10.1016/j.ijinfomgt.2008.12.006
Ho, J. (1997). Evaluating the World Wide Web: A Global Study of Commercial Sites. Journal of Computer-Mediated Communication, 3, 1-24. https://doi.org/10.1111/j.1083-6101.1997.tb00066.x
Hong, S., & Kim, J. (2004). Architectural criteria for website evaluation -conceptual framework and empirical validation. Behaviour & Information Technology, 23, 337-357. https://doi.org/10.1080/01449290410001712753
Huang, W., Le, T., Li, X., & Gandha, S. (2006). Categorizing web features and functions to evaluate commercial web sites: An assessment framework and an empirical investigation of Australian companies. Industrial Management & Data Systems, 106 (4), 523-539. https://doi.org/10.1108/02635570610661606
Huang, X., & Law, R. (2003). Modeling and Comparing Internet Marketing: A Study of Mainland China and Hong Kong Based Hotel websites. Information and Communication Technologies in Tourism, Proceedings of the International Conference in Helsinki, 173-182. https://doi.org/10.1007/978-3-7091-6027-5_19
Huizingh, E. (2000). The content and design of web sites: an empirical study. Information & Management, 37, 123-134. https://doi.org/10.1016/s0378-7206(99)00044-0
Hung, W., & Mcqueen, R. (2004). Developing an Evaluation Instrument for Ecommerce Websites from the First-Time Buyer’s Viewpoint. Electronic Journal of Information Systems Evaluation, 7 (1), 31-42.
Kim, S., & Stoel, L. (2004). Dimensional hierarchy of retail website quality. Information &Management, 41, 619-633. https://doi.org/10.1016/j.im.2003.07.002
Kuster, I., & Vila, N. (2011). Successful SME web design through consumer focus groups. International Journal of Quality & Reliability Management, 28 (2), 132-154. https://doi.org/10.1108/02656711111101728
INE (2012). Empresas em Portugal 2010. Instituto Nacional de Estatística Lisboa.
Lin, C., & Lu, H. (2000). Towards an understanding of the behavioural intention to use a website. International Journal of Information Management, 20, 197-208.
Liu, C., & Arnett, P. (2000). Exploring the factors associated with website success in the context of electronic commerce. Information & Management, 38, 23-33. https://doi.org/10.1016/s0378-7206(00)00049-5
Liu, C., Arnett, P., Capella, L., & Beatty, R. (1997). Web sites of the Fortune 500 companies. Facing customers through home pages. Information & Management, 31, 335-345. https://doi.org/10.1016/s0378-7206(97)00001-3
Loiacono, E., & Djamasbi, S. (2011). Corporate website accessibility: does legislation matter? Universal Access in the Information Society, 12 (1), 115-124. https://doi.org/10.1007/s10209-011-0269-1
Merwe, R., & Bekker, J. (2003). A framework and methodology for evaluating e-commerce web sites. Internet Research: electronic Networking Applications and Policy, 13 (5), 330-341. https://doi.org/10.1108/10662240310501612
Mithas, S., Ramasubbu, N., Krishnan, M., & Fornell, C. (2007). Designing websites for customer loyalty: A multilevel analysis. Journal of Management Information Systems, 23, 97-127. https://doi.org/10.2753/mis0742-1222230305
Muylle, S., Moenaert, R., & Despontin, M. (2004). The conceptualization and empirical validation of web site user satisfaction. Information & Management, 41, 543-560. https://doi.org/10.1016/s0378-7206(03)00089-2
Perry, M., & Bodkin, C. (2000). Content analysis of Fortune 100 Company web sites. Corporate Communication, 5 (2), 87-96. https://doi.org/10.1108/13563280010338331
Ranganathan, C., & Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information & Management, 39 (6), 457-465. https://doi.org/10.1016/s0378-7206(01)00112-4
Robbins, S., & Stylianou, C. (2003). Global corporate Websites: an empirical investigation of content and design. Information & Management, 40(3), 205-212. https://doi.org/10.1016/s0378-7206(02)00002-2
Rocha, A., Victor, J., Brandão, P., Teixeira, P., & Gonçalves, J. (2011). Modelo para Avaliação da Qualidade de Sítios. Atas da 6ª Conferência Ibérica de Sistemas e Tecnologias de Informação. Chaves AISTI / UTAD, 470-475.
Soto-Acosta, P., & Meroño-Cerdan, A. (2006). An analysis and comparison of web development between local governments and SMEs in Spain. International Journal of Electronic Business, 4 (2), 191-203. https://doi.org/10.1504/ijeb.2006.009790
Treiblmaier, H. (2007).Website Analysis: a review and assessment of Previous Research. Communications of the AIS, 19, 806-843. https://doi.org/10.17705/1CAIS.01939
Vila, K., & Kuster, I. (2012). The role of usability on stimulating SME’s on line buying intention: an experiment based on a ficticius web site design. Quality & Quantity, 46(1), 117-136. https://doi.org/10.1007/s11135-010-9332-x
Xi, Y., Zhuang, Y., Huang, W., She, C., & Zhang, Z. (2007).The quality assessment and content analysis of corporate websites in China: an empirical study. International Journal of Information Technology & Decision Making, 6(2), 389-405. https://doi.org/10.1142/s0219622007002472
Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326. https://doi.org/10.1108/09564230410540953
Yang, Z., & Jun, M. (2002). Consumer perception on e-service quality: from internet purchaser and non purchaser perspectives. Journal of Business Strategies, 19(1), 19-41.
Yen, B., Hu, J., & Wang, M. (2007). Toward an analytical approach for effective Website design: A framework for modeling, evaluation and enhancement. Electronic Commerce Research and Applications, 6(2), 159-170. https://doi.org/10.1016/j.elerap.2006.11.004
Zeithaml, V., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30 (4), 362-375. https://doi.org/10.1177/009207002236911
Zhang, P., & Dran, G. (2000). Satisfiers and Dissatisfiers: A Two-Factor Model for Website Design and Evaluation. Journal of the American Society for Information Science, 51(14), 1253-1268. https://doi.org/10.1002/1097-4571(2000)9999:9999<::aid-asi1039>3.0.co;2-o
Zviran, M., Glezer, C., & Avni, I. (2006). User Satisfaction from Commercial Web Sites: The Effect of Design and Use. Information & Management, 43, 157-178. https://doi.org/10.1016/j.im.2005.04.002