Article Abstract

	Title:	Customer experience requirements for e-commerce websites
	Author:	Oscar De Bruijn, Antonella De Angeli, Alistair Sutcliffe
	Address:	Business Systems Division, Manchester Business School, The University of Manchester, Booth Street West, Manchester M15 6PB, UK. ' Business Systems Division, Manchester Business School, The University of Manchester, Booth Street West, Manchester M15 6PB, UK. ' Business Systems Division, Manchester Business School, The University of Manchester, Booth Street West, Manchester M15 6PB, UK
	Journal:	International Journal of Web Engineering and Technology 2007 - Vol. 3, No.4  pp. 441 - 464
	Abstract:	With the emergence of highly interactive applications on the World Wide Web has come a realisation that customer engagement is an increasingly important requirements consideration. It is currently not clear, however, what kinds of requirements websites have to adhere to in order to offer the right kinds of customer experience. In this paper, we report on a study in which we explored the relationships between content, presentation and usability of websites and how these relate to the overall satisfaction of the user and their willingness to purchase goods and services. Based on the results we can make recommendations about requirements considerations for content and presentation in the form of trade-offs that need to be considered by requirements-engineers.
	Keywords:	web requirements; electronic commerce; e-commerce; customer experience; usability; heuristics; aesthetics; website content; website presentation; website usability; user satisfaction; purchase intentions; requirements engineering.
	DOI:	10.1504/IJWET.2007.014442
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