Faculty Publications

Title

Listening to the consumer's voice in website analytics

Document Type

Article

Keywords

Customer interface, Experiential quality, Restaurant, Services, Servicescape, Think aloud protocol, Usability study, Webpage

Journal/Book/Conference Title

International Journal of Business Information Systems

Volume

23

Issue

1

First Page

116

Last Page

130

Abstract

Usability studies coupled with the 'think aloud' protocol allow firms and researchers to gain insights into people's web browsing experience. The purpose of this exploratory study is to gain additional insights into the customer perceptions of the webpage experience. Thirty respondents browsed restaurant webpages while using the 'think aloud' protocol. Three major themes that emerged from the analysis are: 1) respondents create future experiences through their interactions with the website; 2) Servicescapes have a large influence on respondents' decision to patronise the restaurant; 3) customer interface plays a multidimensional role in influencing customers' choices. The usability studies revealed customer thoughts and feelings that might be missed if other internet research methodologies were utilised. Usability studies do not replace these methods, but they do have a place within the large arsenal of internet research methodologies.

Original Publication Date

1-1-2016

DOI of published version

10.1504/IJBIS.2016.078025

Repository

UNI ScholarWorks, Rod Library, University of Northern Iowa

Language

en

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