Major and minor issues affecting the user experience on e-commerce websites

被引:0
|
作者
Hasan, Layla [1 ]
机构
[1] Univ Teknol Malaysia, Fac Comp, Johor Baharu, Malaysia
关键词
User experience; E-commerce websites; Utilitarian features; Hedonic features; USABILITY; UX;
D O I
10.21833/ijaas.2023.10.023
中图分类号
O [数理科学和化学]; P [天文学、地球科学]; Q [生物科学]; N [自然科学总论];
学科分类号
07 ; 0710 ; 09 ;
摘要
This research evaluated the user experience (UX) of the top three most visited e-commerce websites in Malaysia and identified the main and important issues (related to utilitarian and hedonic features) that affect the user experience while interacting with such websites. Specific criteria were developed to evaluate the user experience of e-commerce websites, consisting of 27 metrics to evaluate utilitarian features and 13 metrics to evaluate hedonic features. The evaluation was conducted in two stages using questionnaires and semi- structured interviews based on the developed criteria. Several major and minor issues were identified from the users' point of view that affect the user experience on e-commerce websites. Specifically, the users identified seven major usability problem areas on the websites, including "lack of detailed information about the products, inaccurate and unclear information about the delivery dates, slow downloading of the website pages, and lack of alternative methods for delivery of the order." Users also identified two unique major hedonic problem areas on only one of the sites tested, related to: "Not an enjoyable experience" and "Not meeting user expectations." In addition, users identified seven minor utilitarian problem areas and nine minor hedonic problem areas on the sites. Detailed specific issues related to these problem areas were identified and explained. Based on the results of this research, recommendations were proposed to achieve positive experiences on e-commerce websites from the users' point of view.
引用
收藏
页码:208 / 221
页数:14
相关论文
共 50 条
  • [1] Web Usability and User Experience for Pakistani E-commerce websites
    Arshad, Urooj
    Yasir, Tahreem
    Shakeel, Tanzeela
    [J]. 4TH INTERNATIONAL CONFERENCE ON INNOVATIVE COMPUTING (IC)2, 2021, : 707 - 713
  • [2] The user experience (UX) on female apparel e-commerce websites in Brazil
    Bozzi, Carolina
    Mont'Alvao, Claudia
    [J]. WORK-A JOURNAL OF PREVENTION ASSESSMENT & REHABILITATION, 2020, 66 (04): : 945 - 962
  • [3] E-commerce user experience
    Hudak-David, G
    [J]. TECHNICAL COMMUNICATION, 2004, 51 (01) : 146 - 147
  • [4] Research on the User Experience Evaluation of E-commerce Websites Based on Fuzzy Mathematics
    Xue, Wan-xin
    Pei, Yi-lei
    [J]. 2016 INTERNATIONAL CONFERENCE ON BUSINESS AND MANAGEMENT (ICBM 2016), 2016, : 15 - 20
  • [5] Discussion of the User Experience Evaluation of E-commerce Websites Based on Fuzzy Mathematics
    Xue, Wan-xin
    Pei, Yi-lei
    [J]. 2015 3RD INTERNATIONAL CONFERENCE ON ADVANCES IN SOCIAL SCIENCE, HUMANITIES, AND MANAGEMENT, ASSHM 2015, 2015, : 2102 - 2108
  • [6] Analysis of Trust Presence Within E-Commerce Websites: A Study of Indonesian E-Commerce Websites
    Shihab, Muhammad R.
    Wahyuni, Sri
    Hidayanto, A. N.
    [J]. 2014 INTERNATIONAL CONFERENCE ON ADVANCED COMPUTER SCIENCE AND INFORMATION SYSTEMS (ICACSIS), 2014, : 133 - 138
  • [7] The effects of online service quality of e-commerce Websites on user satisfaction
    Sharma, Gajendra
    Wang Lijuan
    [J]. ELECTRONIC LIBRARY, 2015, 33 (03): : 468 - 485
  • [8] An Approach to Integrating the User Credit Values on Multiple E-Commerce Websites
    Wei, Xiao
    Zhang, Shunxiang
    [J]. PROCEEDINGS OF THE SECOND INTERNATIONAL SYMPOSIUM ON ELECTRONIC COMMERCE AND SECURITY, VOL I, 2009, : 355 - +
  • [9] INTERFACE DESIGN ISSUES TO ENHANCE USABILITY OF E-COMMERCE WEBSITES AND SYSTEMS
    Safavi, Roshanak
    [J]. PROCEEDINGS OF THE 2009 INTERNATIONAL CONFERENCE ON COMPUTER TECHNOLOGY AND DEVELOPMENT, VOL 1, 2009, : 277 - 281
  • [10] User Experience Evaluation of B2C E-Commerce Websites Based on Fuzzy Information
    Huang, Jieqiong
    Wang, Xiaozhi
    [J]. WIRELESS COMMUNICATIONS & MOBILE COMPUTING, 2022, 2022