Anecdotal evidence about Web site effectiveness can be colorful but is not useful in structuring and managing a site. This article examines elements of Web quality (identifying customers, articulating purpose, providing relevant content, creating coherent structure, crafting housestyle, providing relevant action points, delivering promises) and…

Disconfirmation models of online service measurement seek to define service quality as the difference between user expectations of the service to be received and perceptions of the service actually received. Two such models-inferred and direct disconfirmation-for measuring quality of the online experience are compared (WebQUAL, SERVQUAL). Findings…