Title: Use of statistical process control charts to assess web quality: an investigation of online furniture stores

Authors: Mustafa Zihni Tunca, Abdullah Sutcu

Addresses: Faculty of Economics and Administrative Sciences, Department of Business Administration, Suleyman Demirel University, Isparta, Turkey. ' Faculty of Forestry, Department of Forest Industrial Engineering, Suleyman Demirel University, Isparta, Turkey

Abstract: Web quality studies commonly focus on predefined attributes to assess online business activity. However, these studies often do not pay enough attention to the concept of continuous improvement, which is an important consideration in maintaining accurate evaluations of web quality over time. This study aims to demonstrate the possible benefits of statistical process control (SPC) charts in assessing web quality. After illustrating the use of X-bar and R control charts as web quality assessment tools, a procedure for tracing the causes of quality problems is introduced.

Keywords: e-business; e-commerce; electronic business; electronic commerce; online furniture stores; statistical process control; SPC; X-bar charts; R charts; control charts; web quality; continuous improvement; kaizen; quality assessment; website evaluation.

DOI: 10.1504/IJEB.2006.009156

International Journal of Electronic Business, 2006 Vol.4 No.1, pp.40 - 55

Published online: 07 Mar 2006 *

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