Evaluating the quality of e-business implementation with e-qual

This chapter evaluates the quality of e-Business implementation with E-Qual. The E-Qual instrument was developed as a means quantifiable assessment of subjective customer perceptions of e-Business implementation quality. E-Qual has been refined through much iteration and through application in different domains, both profit and nonprofit. The Internet bookstore application explains that E-Qual can be used to benchmark one organization's site against its competitors at a given point in time. The FSMKE application helps in describing the E-Qual method and illustrates the use of the instrument to provide a comparison of the same organization's e-Business offering at two different point of time, such as before and after a Website redesign initiative. However sound the e-Business model might be, it must be implemented properly. Organizations need to address all three dimensions of E-Qual through initiatives such as Web site usability workshops, Web content management strategies, and e-Business process integration.