Web QA (Quality Assurance) Project -Version C This assignment serves as a template for the comparison of any two products, services, processes, etc. Assignment Objective - Compare and contrast the dimensions of the website quality assurance (QA) of a two state university websites (excluding Rutgers). The 10 dimensions of website quality to be analyzed in this project have been included in pages 3-4 of this document. 1. Please address each dimension individually. The success of the project is based on choosing different tasks to measure each dimension. Using one task for the 10 dimensions makes no sense. - Examples of tasks are downloading the same file, finding a book, requesting a copy of a something, etc. - Examples of the four metric categories are the counts (for example, of clicks), length of time, scale of 1-7 (with 7 being the best and 1 being the worst), zero-one (presence=1 or absence=0), etc., it takes to complete a task. Tally the wins for each state university, as well as the ties. Then state the overall winner. Required are (1) the paper copy (due at the beginning of the class sharp,) and (2) the on-line submission to Sakai, posted 0.5 hour before class. Please use the rubric to avoid losing points. It is provided for my grading the submission. Nothing should be purchased. 2. Please submit your assignment as follows: Page 1 is a copy of the rubric (on page 6). Pages 2 & 3 would be the summary template, found on page 5 of this document, which must be typed. No further analysis is needed. The full set of directions can be found on Page 5. Attachments: A. Quality on the Web B. Dimensions of Website Quality C. Summary Template D. Rubric Website QA Project Version D 1 8/11/2016 A. Quality on the Web The Internet is changing the landscape in every market and industry, creating new rules for the way businesses and customers do business. The networked economy is the most important force shaping commerce today. Each day more and more people join the Web community; however, signs indicate that they do not have a high tolerance for poor quality. Getting the customer to their Web site is just a company's first step; the quality and usability of their site will be key factors in getting them to make a purchase and return. Jim Avery of JR Avery and Associates, in an issue of Business 2.0 comments that \"Web quality and usability (are) key factors in differentiating companies doing business on the Webfor every dissatisfied customer who complains, there are nine who leave the site, shop somewhere else and tell ten other people about their bad experience.\"1 In a survey of Web shoppers, the most important factor in their purchasing decision was \"a website I know and trust,\" not price or selection. 2 There are two general types of business transactions on the Web business-to-business (also known as \"B2B\") and direct sales to the general public. Businessto-business transactions are conducted between companies and their suppliers, distributors, and customers. The largest portion of transactions on the internet is between businesses, estimated to be as Dimensions of Web site quality, high as 80 percent However, the most visible and familiar type of transaction to most of us is direct sales to the public. Internet requirements differ between these types of transaction, as do the requirements of different industries. For example, providers of physical products like televisions must still arrange delivery of their products, while some services like airlines can deliver their product (e.g., a ticket) electronically. However, in both cases an Internet Web Site is basically considered a service provider, with similar quality attributes. An aspect of the Internet that is unique, in comparison with traditional business transactions, is that it removes the human dimension. In our discussion of the dimensions of service quality; most of them related directly to human interaction, that is, How courteous is the employee to the customer? Is a service representative easily accessible? How helpful is a service representative in resolving unusual situations? These employeerelated service dimensions do not exist in the same manner on the Internet. In one sense, this is an advantage of the Internet; consistency of service is virtually guaranteed. However, it requires that the potential for problems be eliminated because there is no helpful, well-trained employee immediately available to correct the situation. Following are some of the most important quality attributes that are specific to Internet (Web site) service. B. Dimensions of Website Quality Website QA Project Version D 2 8/11/2016 1. Ease of use: How easy is it to maneuver around the Web site, to place orders, to complete transactions, and to access instructions? Is the site map easy to maneuver? 2. Clarity of information and instruction: How clearly written are the instructions for conducting transactions? Are help screens available, and are they clear and comprehensive? 3. Server reliability: One of the significant advantages of an Internet Web site is that it is potentially available 24 hours a day; 7 days a week, which is the standard that Internet consumers have come to expect. Thus, even infrequent server downtime is a serious quality defect. 4. Speed of page loading: Load time is the time it takes for the Web pages, including images, graphics, animations, and audio files, to download; it is dependent on the size of the HTML file and any frames it references, the number and size of images used, the number of servers that must be contacted, and the speed of the user's modem. Although the Internet service provider cannot do anything about the customer's modem, it can affect load time speed from its end by adjusting these other factors. 5. Transaction time: Once the Web site is accessed, the customer must be able to complete transactions in a timely manner. As with any service company, \"timely\" is a dynamic measure, dependent on individual customer expectations. In any event, transaction processing time should be prompt. Some sites save customer time by personalizing the Web site based on customer preferences, click streams, and previous purchases. For example, Amazon.com's one-click technology allows customers to use a previously input personal profile to purchase an item and arrange delivery with just one click of the mouse. (Note: no purchases are to be made.) 6. Aesthetics: How the Web site looks. Is it visually appealing? Are the graphics sophisticated and pleasing? Do the page layouts look cluttered or confusing? Does the site look friendly and inviting? 7. Privacy and security: An increasingly important issue as the Internet becomes more crowded. Does the user recognize that the information provided to complete a business transaction is secure, and that any personal information provided will remain private? 8. Domain name: The domain name is the Web site's unique URL address on the Internet. This address should allow customers to easily locate a Web site. If the domain name is similar or identical to a company's name or products (such as Nike.com or LLBean.com) it will allow customers to locate the Web site easily and quickly. 9. Human backup: Despite every effort to design a Web site that is defect-free, problems will occur, often because of the customer's own computer system. For example, at the point of submitting an order the customer's Internet connection may be severed, or the customer's computer may freeze. In such situations, the customer will invariably want to contact the company and speak directly with a service representative, Such access via phone or e-mail should be easy to identify, and should exhibit the same quality characteristics as any service that is, easy to access without waiting, reliable information, etc, Many sites have a feature Website QA Project Version D 3 8/11/2016 called \"click to talk\" to provide live help to customers by opening a live chat window or initiating a phone call. 10. Transaction reliability: After all is said and done, the product or service that the customer acquires needs to be delivered in a timely manner and be of good quality when it is delivered, the payment or billing process must be prompt, secure, and error-free, and the customer needs to be promptly notified that the transaction has been completed. Amazon.com is able to process credit card payments between sellers and bidders at its auction site, greatly simplifying the transaction process for both parties. (Note: No purchases are to be made.) How is the level of good quality that meets these dimensions achieved in the design of a Web site? The same way that good quality is achieved with any product or serviceby applying the principles encompassed in TQM. 1. M. Macpherson, \"Quality: The Next Big Thing in the Dot-Com World,\" Qualityworld, 26 (7; July 2000): 10-11. 2. F. Reichheld and P. Schefter, \"E-Loyalty: Your Secret Weapon on the Web,\" Harvard Business Review, 78, (4: July-August 2000). Website QA Project Version D 4 8/11/2016 C. Summary Template: Course Number and Section: ___________ Last/Family Name: First/Given Name: Directions: Please read Page 1 of this document. The table must be typed. All cells must be populated. Nothing should be purchased. No money should be spent. The on-line version must be posted to Sakai 0.5 hour before class. A paper copy is due at the beginning of class. Please order your assignment as follows: Page 1 is a copy of the rubric; Pages 2/3 would be this Word summary template. Note the Task Description least 1 task) (What); Dimension (at Start with a verb (action word) Example: Ease of use Ease of use: Find Moby Dick Label School Name U-1 here: Label School Name U-2 here: List one of the 4 Metrics as most appropriate for each task (How Measured): A: Counts,( such as clicks); B: Time; C: Scale of 0-1 (Y/N, Presence/Absence) D: Scale of 1-7, with 7=best University 1 Score on Metric (one value) University 2 Score on Metric (one value) A: Count # of clicks 5 4 Clarity of information and instruction: Server reliability: Speed loading: (website) of page Transaction time: Aesthetics: Privacy and security: Domain name: Human backup to the website: Website QA Project Version D 5 8/11/2016 Winner University 2 Transaction reliability: # of Wins for U-1: _____ # of Wins for U-2: _____ Decision (Higher Tally or Tie): # of Ties: _____ (total = 10) ____________________ Note: This instrument will be used to assess the submission. Only enter your name. D. Rubric Course # ___________________ Section # _________ Last Name: 1. Tasks* 2. Creatively Devised Tasks* 3. Creatively Devised Metrics* 4. Quantified Results 5. Posted data values for all U1 and U2 metrics 6. Tasks Begin with an Action Word (not gerund, an \"ing\" word)) 7. Must be a State University 8. Typed Table 9. Spell Check /Proofreading Errors 10. Split Rows 11. 3/4-Page Document 12. Miscellaneous First Name: 0 Points 2 Points 4 Points Defined Tasks for Fewer Than 7 Dimensions Demonstrates Creativity for Fewer than 7 Dimensions Demonstrates Creativity for Fewer Than 7 Dimensions Did Not Summarize Results Defined Tasks for 7-9 Dimensions Demonstrates Creativity for 7-9 Dimensions Demonstrates Creativity for 7-9 Dimensions Partially Tallied Results Fully Defined Tasks for All 10 Dimensions Separately Demonstrates Significant Creativity 0 Points 1 Point 2 Points Demonstrates Significant Creativity Fully Tallied Results in Table Form, Including the Winner No - Yes Fewer than 7 tasks began with an action word. 7-9 tasks began with an action word. All 10 tasks began with an action word. Neither is an American State University. Only one is an American State University. 1-3 Proofreading Errors Both are American State Universities (exclude Rutgers). Table is typed. No Proofreading Errors 1 Split Row No Split Rows (between pages) Included stapled Rubric as page 1 of the submission Table is not typed. > 4 Proofreading Errors 2+ Split Rows (between pages) Did not include stapled Rubric as page 1 of the submission - 0 Points TBD 3 Points TBD Website QA Project Version D 6 8/11/2016 Points Lost Each point has a weight of 3%. Total Points Lost (out of 33 points) = Total Points Earned (out of 100%) = Note: The dimensions to be analyzed can be found on part B of this document. Website QA Project Version D 7 8/11/2016