User Expectations and Rankings of Quality Factors in Different Web Site Domains

摘要: In the emerging electronic environment, knowing how to create customercentered Web sites is of great importance. This paper reports two studies on user perceptions sites. First, Kano's model quality was used in an exploratory investigation customer expectations for a specific type site (CNN.com). The then extended by treating broader types/domains. results showed that (1) customers' change over time, and thus no single checklist will be good very long, (2) Kano can as framework or method identifying time transition factors, (3) customers domain do not regard all factors equally important, (4) rankings important differ from one another, but certain were regarded highly across domains studied.