Online Experience & Web Design

Online Experience & Web Design

1. Service Marketing

   • Services
     • Core
     • Secondary
     • Characteristics
       • Variability
       • Intangibility
       • Insperability
       • Perishability
     • Attributes
       • Search
       • Experience
       • Credence
   • Service Quality
     • Percieved
       • E-S-Qual
         • Efficiency
           • Ease and speed of access
         • Fullfilment
           • Order Delivery/ Product availability
         • System Availability
           • Technical function (No bugs)
         • Privacy
           • Security/ guarantees
       • E-RecSqual
         • Responsiveness
           • How effectively problems/ Returns are handled
         • Compensation
           • Degree which customers are compensated for their problems
         • Contact
           • Availability of assistance/ Customer support
     • Expected
       • Personal Experience
         • Word Of Mouth
           • Personal Needs
     • Traditional
       • Assurance
         • Reliability
           • Responsiveness
             • Empathy
               • Tangibles

2. Service Environment

   • Website
     • Pallud and Straub
       • MUG
         • Content
         • Ease of use
           • Promotion
             • Emotion
               • Made for Medium
                 • Esthetics
     • Usability
       • Accesibility
         • Persuasion