NATIONAL INSTITUTE OF TECHNOLOGY, DURGAPUR.
A STUDY OF WEBSITE QUALITY USING WEBQUAL FRAMEWORK
A Project done Under the Guidance of
Dr. Nelotpaul Banerjee
Asst. Professor-Department of Management Studies
National Institute of Technology, Durgapur.
In Partial Fulfillment for Internal Assessment.
Nirup Kumar Pradhan (11/MBA/39)
Proshen Saha (11/MBA/34)
Synranlang Nongkhlaw (11/MBA/51)
TABLE OF CONTENTS:
4. OBJECTIVE OF THE STUDY
5. LITERATURE REVIEW
6. RESEARCH METHOLOGY
7. DATA ANALYSIS AND FINDINGS
It is our privilege to express the deepest sense of gratitude to Dr. NELOTPAUL BANERJEE who gave us the opportunity to work on this project “THE STUDY OF WEBSITE QUALITY USING WEBQUAL FRAMEWORK”. His valuable guidance, help and his presence has been very inspiring to us and without him our project wouldn’t have been a successful one. We are also grateful to the people who have provided us the necessary information on the topic. Without their support, encouragement and guidance this project wouldn’t have been possible.
We also thank our friends for their constant support, encouragement, cooperation and valuable suggestion throughout the progress of project.
In the modern world surviving in the lethal competition is one big goal of the organization, for achieving that, each organization has to play a huge role in delivering quality service to its customers. In the 20th century, due to the emergence of the internet it has improved and enhanced the strides taken by the organizations to move towards the goal of total quality service to their customers. It has also helped the organizations to be able to develop their own e-sites known as websites where customers can get served just a click away. Due to this a challenge has come up for the firms that how well they can manage such sites to help them serve the customers effectively and this has contributed to the study of website quality. The websites study is done by the use of Webqual where each dimension is evaluated based on the responses taken from the respondents. In this study we try to show the quality of different websites such as that of SOTC, Cox & Kings & Thomas Cook. We also try to compare these sites on the basis of the scores scored by each site on the different dimensions of webqual like Empathy, Usability, Information, Design & Trust. SOTC , Cox & Kings & Thomas Cook are the three outbound travel operators which conduct their businesses using such websites. To understand the use and application of webqual, the websites of these companies are considered where questionnaires are designed and the responses are collected from the respondents where they are asked to visit the site and rate the quality of the websites of these travel agencies on the basis of what they feel. The data are then analyzed and with the help of descriptive statistics the result is generated.
In dynamic and changing environment of today business, organizations are successful with the help of management tools, and new technologies use the opportunities to their advantage. One of the ways for them is stepping to the e-commerce arena. Reducing production costs, increasing security, facilitating business operations, increasing information for better decision making, improving communication with stakeholders, facilitating access to international markets and enhancing competitive capability are only parts of the benefits for e-commerce that experts have mentioned. The internet gives customers the ability to search information and purchase goods and services directly through internet stores. In internet purchases, customers do not have any physical interaction with the sellers or products, and communicate via the Web, using...
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