Samuel Ssemugabi
ABSTRACT
Developments in internet technology and pervasive computing have resulted in a variety of web-based applications (WBAs), including business transactions, information-delivery and social networking, as well as e-government, e-health and e-learning. Different websites have varying requirements and users have differing backgrounds, experiences and cultures. Users require effective, easy and enjoyable interaction, which is key to successful use and acceptance of applications. This study generated a model that can give rise to customized frameworks to evaluate three related, yet distinct, constructs: e-service quality, usability and user experience (e-SQUUX) of WBAs in an integrated manner.
Following a rigorous review of 264 credible literature sources, a set of unique dimensions was identified, each associated with one or more e-SQUUX constructs. Through an iterative reduction and evolution process, an integrated conceptual e-SQUUX model was derived, comprising 24 categories, 75 main dimensions and 163 associated dimensions. The model is 'open' in that practitioners and researchers can make their own personal 'choice' from the components of the model to synthesize an implementation of the model to be used as an evaluation framework.
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