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Abstract

Measurements that capture performance have long enabled businesses to monitor and improve their strategic and operational goals. For eCommerce websites, there has been a limited understanding of how to measure performance even though it has been researched in many ways and in various contexts over the past decade. The authors of this study adopted an owner perspective to develop and empirically test a model of website performance measurement. The results suggest that performance is a second order factor model. The first order factors of the model are usage, financial benefits and owner satisfaction. The model is useful as a tool for benchmarking the performance of the website as well as a foundation for operationalising performance.

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