Using protocol analysis to evaluate the usability of a commercial web site

By Raquel Benbunan-Fich. Information Manager (The), 2001

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WebQual: An Instrument for Consumer Evaluation of Web Sites (2007, background): “The literature covers not only the traditional idea of information being easy to read and understand [25, 34, 48, 60, 96] but also the importance of ease of operation (intuitive operations) and navigation (ease of understanding) for a Web site [13, 68].”
An empirical study of the effects of interactivity on web user attitude (2003, methodology): “Benbunan-Fich (2001) applies the three evaluation parameters proposed by Lindenberg and Neerincx (1999) and uses protocol analysis approach to evaluate the usability of a commercial Web site.”
User satisfaction from commercial web sites: The effect of design and use (2006, background): “Thus, there appears to have been little methodical evaluation of usability of commercial web sites [ 16 ].”
Persuasive Design of Destination Web Sites: An Analysis of First Impression (2008, background): “Researchers have proposed several different approaches for measuring website usability (Benbunan-Fich 2001; Goodwin 1987; Kim and Moon 1998; Kuan, Bock, and Vathanophas 2005).”
Antecedents of perceived playfulness: an exploratory study on user acceptance of general information-searching websites (2004, background): “There is a growing stream of research into website effectiveness and success [3,4,23,31].”