Construct and Survey of the Dimensions used to Assess the Quality of Commercial Websites: A Systematic Review / Construção e Levantamento das Dimensões Utilizadas para Avaliar a Qualidade de Sites Comerciais: Uma Revisão Sistemática

Matheus Fernando Moro; Anny Key de Souza Mendonça; Dalton Francisco de Andrade; Rafael Tezza

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<line> Centro Unv*rsitário Santo Agostinho </line>

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<line> www*.fsanet.com.*r/revista </line>

<line> IS*N Impresso: 1806-*356 ISSN E*etrôn*co: 2317-2983 </line>

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<line> Const*uct and Survey of the Dimensions *s*d to Asses* th* Quali** of Commercial **bsites: A </line>

<line> Sys*ematic Revi*w </line>

<line> Con*t*ução e Lev*ntamento das **mens*es Utiliz*das *ara Av*l*ar a Qua*idade de Sites </line>

<line> Comer*ia*s: Uma Revisão Si***mática </line>

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<line> Ma*heus Fernando M*ro </line>

<line> PhD in P*oduction En*ineering from Un*ve*sity Federal Un*versity o* Sa*ta Catar**a </line>

<line> Resea*ch*r in Product*o* *ngineer*ng Department (UF*C) </line>

<line> *-mail: moro*mi@hotmail.c*m </line>

<line> Anny Key de Souza *end*nça </line>

<line> PhD in Pro*uct*on *ngin*ering fro* Un*v*rsity Fed*ral *niversity of S*nta Catarina </line>

<line> Researcher in Pro*uction Enginee*i*g *e*ar*ment (*FSC) </line>

<line> *-*ail: anny.mendonc*@p*sgra*.ufsc.br </line>

<line> Dal*on Franc**c* de Andrade </line>

<line> PhD in Biosta*istic* f*om Univer**t* of N*rth Caro*ina at Chap** Hill, USA. </line>

<line> *rofess*r at the De*artm*nt of Info*matic an* Stati*tics from **iversida*e Federal de Sa*ta C*t*rina </line>

<line> E-mail: dalton.da*d*ade@ufs*.br </line>

<line> Rafa** Tezza </line>

<line> *hD in Production Engi*eerin* *rom University Federal U*iversit* of Santa Catarina </line>

<line> Profes*or at t*e *epartmen* of Busine*s Ad*i*ist*ation </line>

<line> E-mail: r*fael.tezza@udesc.br </line>

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<line> En*ereço: Mat*eus *e*nando *oro </line>

<line> Editor-Chefe: Dr. T*nny Kerley *e A**ncar </line>

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<line> Florianopoli*, Santa Catarina, B*a**l. </line>

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<line> E*dereço: </line>

<line> Artigo *ecebido em *1/12/2022. Última versão </line>

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<line> (UFSC), C*mp*s T*indade, PO Box 476, 88040-900 </line>

<line> re*ebida *m 15/*2/2022. Aprovado em 16/12/202*. </line>

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<line> Florianop*lis, *anta Cata*ina, Brasil. </line>

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<line> Endereço: </line>

<line> Dalton Fr*ncisco de **drade </line>

<line> Avaliado pelo sistema T*i**e R*view: a) De** Rev*ew </line>

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<line> (*F**), Campus Tr*ndade, *O Box 476, *8040-900 </line>

<line> pel* E*itor-Ch*fe; e b) Double Blind Review </line>

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<line> *l*r*anopolis, Sa*ta Catarina, Bra*i*. </line>

<line> (*v*l**ção cega por d*is avaliadores da *re*). </line>

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<line> Rafa*l Tezza </line>

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<line> Av. *adre Be*venuta, 2037, Itacorubi, 88035-001 </line>

<line> Revis**: Gramatical, Nor*ativa e de Formatação </line>

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<line> Flo*i*nopolis, *anta Cata*i*a, *rasil. </line>

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<line> Construct and Survey of *he Dimen*i*ns used to Assess the *uality *f *ommercial Websites: </line>

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<line> M*intaining *n </line>

<line> a*tractive, e*sy-to-use we*site th*t </line>

<line> *ta**s ou* i* t** indust*y in *h**h it </line>

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<line> *per*t*s is a *remi*e for any bu*i**ss that *ntend* to use t** i*ternet eff*ctively. However, </line>

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<line> users to *ncounter many problems when inter*cting with websites, and </line>

<line> thi* is because </line>

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<line> many organizations do *ot hav* a complete understan*ing of wha* a we*site r*a*ly me*ns </line>

<line> to them. Although the** is a *ot of evide*ce in the form *eta-analysis reviews related to </line>

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<line> websi** quality </line>

<line> assessme*t, a systematic revie* of the*e meta-analyses is *acking in </line>

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<line> literature. Our o*jectiv* was *o synthesize the exist*ng lite*ature to id*ntify the m*in </line>

<line> di*ensi*ns and *nalysis methods assoc*ated with website q*al*ty assessmen*. Following </line>

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<line> the recom*endations P*ISMA </line>

<line> statemen* for systemati* reviews, we reviewe* *elevant </line>

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<line> arti*les identifi*d in the Web of Science *n* Scopu* d*tabases. A total of 38 o*iginal </line>

<line> re*earch articles re*ate* t* *ebsite quality *ssess*ent were r*trieve* and selected for </line>

<line> eligi*il*t*. The *esults pr*sent an overview *f s*udie* on website q*al*ty as*essment, </line>

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<line> *de*tifying the mai* *riteria **ed for their as*e*sment. Our r*vie* sh**s that there </line>

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<line> m*r* than a hundred dimension* used in stud*es to assess t*e qualit* of website*, ho*eve*, </line>

<line> these *imensions ha*e simi*arities and theref*re we*e g*oup*d, providing * broad v*ew of </line>

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<line> Keyw*rds: Websi*es qualit*. Websit*s evaluat*on, Electronic </line>

<line> commerc*, Electroni* </line>

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<line> Busines*. </line>

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<line> RESUMO </line>

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<line> Manter um site a**aente, fácil *e usar e q*e </line>

<line> se destaque no setor em que </line>

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<line> premissa p*ra qua**ue* empresa que </line>

<line> pr*tenda u***izar i*ternet d* a </line>

<line> forma eficaz. </line>

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<line> e*tant*, o* usuári*s *nc*ntr*m mui*o* problemas ao interagir com site*, isso ocorre e </line>

<line> p**que muitas organ*zações não t*m um *ntend**e*to complet* do que um s*te realmente </line>

<line> si*ni*ica para eles. Embora haja m*ita* evidên*ias na forma *e revisões ** meta-an*lise </line>

<line> rel*ciona*as à avaliação da qualidade do s*te, uma **visão siste*ática *e***s *e*a-aná*i*es </line>

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<line> est* faltando </line>

<line> na *ite*at**a. Nosso obj*tivo foi sintetizar a literatu*a e*is*ente para </line>

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<line> identificar as </line>

<line> pri*cipais </line>

<line> dime*sões e métodos de anál*s* as*oci*dos à avali*çã* </line>

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<line> q*a**dade do websit*. </line>

<line> S*guindo as </line>

<line> recomenda*ões da declaração PR*SM* p*ra revi*ões </line>

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<line> *istemáti**s, r*v*samos arti*o* relevantes ident*fic**** *as base* de dados Web of Science </line>

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<line> * Scopus. Um total de 38 artigos </line>

<line> de pesqui** originais **l*cionad*s à avali*çã* </line>

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<line> q*a**dade d* s*te fora* *ecuperado* </line>

<line> e selecionados para e*egibilida**. Os *e*ult*dos </line>

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<line> apresentam </line>

<line> um *anorama </line>

<line> d*s est*dos sobre av**iação da qua*idade de web*ites, </line>

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<line> ident*fic*nd* o* pr*ncipais critér**s *tilizados par* s** avalia*ão. No*sa r*visão m*stra **e </line>

<line> *xistem mai* *e uma c**tena de dimensões ut*lizada* em *studos pa*a avaliar a qual*dade </line>

<line> de sit*s, porém, essa* d*me*sõe* possuem *emel*anças e por is** f**am agru*adas, </line>

<line> proporciona*do uma *isã* ampla das d*mensõ*s *ai* *tili*adas. </line>

<line> Palavras-chave: Q*ali*ade de sites. Av*l*açã* de We**ites. Comér*io Ele**ônic*. </line>

<line> *egócios *l*tr*n*cos. </line>

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<line> Rev. FSA, Teresina *I, v. 20, n. 2, art. 1, p. 3-34, **v. *023 </line>

<line> w*w4.*san*t.c*m.br/revista </line>

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<line> *. F. M*ro, *. K. S. Men*onç*, *. *. Andrade, *. Tezza </line>

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<line> The digital transformation in all layers s*gnif*cantly changing is </line>

<line> the way as *eople do </line>

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<line> business aro*nd the world. As a resul*, many dai*y processes are ex*cu**d in a </line>

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<line> way. *esides, a* a r*s*l* of th* impact o* the *O*ID-19 *andemic, there is *ven a greater n*ed </line>

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<line> de**lopmen* o* soluti*ns and virtual pl*tf*rms (*ed*iros, *ol*oni, Batista </line>

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<line> Junior, & Rocha, 2020; Tr*n, 20**). </line>

<line> T*us, companies no*m*lly use re**urces in electro*ic media suc* as websites to a**ract </line>

<line> mo*e c*s*omer* and to h*ve *u*cess in *n increasingly co*petiti** market, **ming *o serve the </line>

<line> *r*wing dem*nd of consu*ers from d*gi*al media. H*wever, us*rs ha*e * t*ndency o* finding </line>

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<line> ma*y pro*lems during </line>

<line> the interaction w*th websites *nd *his *s pr*bably due *o the f*ct th*t </line>

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<line> sometimes the use of technology i* n*t well succee*ed (Kabassi, 2018). T*is hap**ns be*ause </line>

<line> many organ*zat*ons fa** in understanding *hat * site re**ly represen*s to them. So, *any sites </line>

<line> have *s*bility and f*nct*o**lity pro*lems and the inter*ction with *hem i* co*pli*ated. Many </line>

<line> res*arc**rs h*ghlight the nee* of eval*atin* the qu*l**y of sites (Fogli & Guida, 2018; Lopes & </line>

<line> Melão, 2016; *ngsakul e* al., 2020). </line>

<line> F*r tha* reason, di*f*ren* experime*ts of ev*lu*tion **re s*arched to ev*luat* th* </line>

<line> *ualit* o* sites. Des*it* many trials being made in order to approach th* *v*luation o* s*tes f*r </line>

<line> different catego*ies, there is n*t yet * m*tho* *r * technique univ**sa*ly accept** o* do*n* this </line>

<line> eva*uat*o* (Ece*, 2014; *abassi, 2*18; Kam*sh, Bhanu, & Sastry, 2018; K*ól & Zdonek, </line>

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<line> 2020). *n order t* evaluate </line>

<line> the *uality </line>

<line> of *he site b* counti** only the access*s in *ages or </line>

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<line> usi*g a single criter*on only, such *s the f**ility of browsing, is not precise (Kabassi, 2018). </line>

<line> Instead o* *his, t*e ev*lua*ion of a site generally depen*s upon *everal criteria to capture all </line>

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<line> dime*sio*s o* the *ina* product/*ervice. Therefor*, *he qu***ty of we*sites is trea**d a* </line>

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<line> multidime*sional vari*ble (Tezza, Borni*, Spenassato, & Tri*rweiller, 2*16), al*hough there is </line>

<line> *ot a conse*sus *bout what ar* its dimens*ons (Ongsakul et *l., 2020). </line>

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<line> Ev*n co*sidering that sever*l resea*ch**s s*ruggle* in *reating eval*ati*n models </line>

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<row> websit** to the more varied se*to*s, we want to demonstrate * lands*ape of st*di*s about the </row>

<row> eva*ua*ion of the quality of websites, ho*ing to *nsw*r *he fo**owing *u*st*ons: </row>

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<line> What di**nsions [or criteria] ar* us*d to evaluate quality *e*sites? </line>

<line> What are the s**r*e* of these d**ensio*s? </line>

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<row> iii. Are there *im*laritie* between th* dime*sions used in studies that evaluate websites? </row>

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<line> w*w4.fsanet.com.br/re*ista </line>

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<line> Co**truct and Survey *f *he Dim*nsions used t* Assess the *ualit* of Comme*cial Websites: </line>

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<line> To *nsw*r *he*e questions, *h*s study c*rries out a systemati* literature review </line>

<line> cons*de*ing *eb*ites evalu*tion stud*es. Co*ducting effective re*iew* of literature is es*en*ial </line>

<line> to adv*nc* knowledge and to understa*d the b*eadth of research on a topic of inte*est, in </line>

<line> additio* t* sy*thesizing the em*ir*cal evide*ce *nd providing a *asis **r **bsequent research, </line>

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<line> identif*ing the researc* topics </line>

<line> or domains that require *ur*her inve*tigation (Paré, Trudel, </line>

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<line> Jaana, & Kits*ou, 2015). *her*fore, du* </line>

<line> explora*o*y natur* of *he m*thodology, *his </line>

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<line> res*a*ch *ene*ates knowledge a*d highlights fu*ure research directions. </line>

<line> 1.*. Webs*te quali*y evalua*i*n </line>

<line> The concept of website quality *tt*a*ted * huge attention *or researche*s a*d *ro*ess*ona** </line>

<line> of *he sector (*ngs*kul et al., 2020). It is a *onsensus that the quali** of the sit* has a </line>

<line> multidim*nsi***l interf*ce. *n academic literat*re, the q*ality of th* sit* is n*rm*lly rec*gniz*d </line>

<line> as a critical sta*e to push online busi*ess. The*efore, *undreds studies were *edicated to the </line>

<line> quality and e*aluation *f sites. Those stud*es were made i* sev*ral *rea* and in diff**ent </line>

<line> proportio*s. For Król and Zdonek (202*) the type of **alu*tion may *e split in t*o m*in </line>

<line> grou*s: (i) off-s*te, relating with the *nvironment of t*e site; *o* *ns*anc*, the n**ber of links </line>

<line> rece*ved **d the number of signals in social medi* and (ii) on-site, regar*ing the qual*ty of use </line>

<line> Figure 1. S*ruct**e of ev*l*ation *f website quality. </line>

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<line> Off-si*e *u****y may *e evaluated by auto*atized *nd*xes available on th* web. A*t*ough </line>

<line> they are trustable, t*ey *hould no* be **ed a* an index of website qual*ty, be*a*se they are </line>

<line> developed *s the r*sult *f an evaluat*o* of **e bas*c at*ributes of the site, being used more as a </line>

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<line> *ev. FS*, Teresina PI, v. *0, n. 2, ar*. 1, p. 3-34, fev. 2023 </line>

<line> **w4.*sanet.com.br/re*ista </line>

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<line> M. F. Moro, A. K. S. *endonça, D. F. Andrade, R. Tezza </line>

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<line> *isib**ity index. Król and Zdonek (202*) e*plo*es the *ff-site quality, however *n this stu*y we </line>

<line> will give empha**s to the on-s*te quality. The on-site quality may be e*aluated by means of two </line>

<line> vis*ons, the first one about t*e perception of users, t*e seco*d one made wit* t*e ***vey *f </line>

<line> cr*teria us*d in other models. Users are not able to evaluate te*hn*cal characteristics o* th* site, </line>

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<line> such as the accessibili** criter** **d *sing t*e *pti*s of the proje**. It possib*e to eva*uate, is </line>

<line> *ut*ing those char*cteristics together, mo*e the o*es *egarding the non-*echnica* c*aract*ristics </line>

<line> such as *nformation and design. </line>

<line> In several res*arch *ssay*, in ord*r to *xamine the q*ality of *he *ite, the concept of si*e </line>

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<line> quality was initially l*mit** to usabilit* (Kua*, Bock, & *at*a*o*has, *0*8). Usability i* </line>

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<line> characteri**ic of s*ste* *rojects </line>

<line> and *s defined *y </line>

<line> the internati*nal Org*nizat*on for </line>

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<line> Standardization as t*e **tension w*ere a p*oduct ma* be us*d *o reach goals with efficacy, </line>

<line> e*fi***ncy and satisfactio* (ISO 9241-11). Several s*u*ies meas*red the *sabil*t* *f s*tes usin* </line>

<line> those t*ree domains (f*r ins***ce, (Gree* & Pearson, 2006; Roy, Pa*tnaik, & Ma*l, 2014; Teo, </line>

<line> Oh, Liu, & *ei, 200*)). N**mally, previous r*searc*e* of usability in*icated *hat </line>

<line> usabi*ity is associated *ith several positive resul*s such as reducing the numbe* of errors, more </line>

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<line> p*ecisio*, more po*iti*e aptitude reg*rdin* t*e destin*tion system a </line>

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<line> 2*00). *or Kuan et al. (2008) *he quality of the si*e is a w*der fiel* en*ompassing usability, </line>

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<line> s*ould foc*s on s*s*em quali*y </line>

<line> to in*rea*e customer conversion, *n* </line>

<line> on *ervice qu*lity *or </line>

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<line> cus*omer retention. </line>

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<line> Thus, sinc* th* middle of th* 9*s sev*ral res*ar*her* started to develop *odels in order to </line>

<line> e*aluate the qua*ity of websites u*der several pe*s*ectives. Abdall*h and Jaleel (*015) </line>

<line> *bserved th*t the **aluation structures of s*tes normal*y foll** an ap*roach of Infor*ation </line>

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<line> Systems (*S) or of another combined approach. *nd the IS approa*h is focused in </line>

<line> evaluating </line>

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<line> aspects oriented t* *he t**hnology of the sites su*h a* *sabi*ity, navigability or quality of </line>

<line> information, thus providing a measur*me*t *or t*e technical ab*l*ty of the s*te d*veloper. On the </line>

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<line> other hand, the </line>

<line> prop*sers of the marketing approac* put em*h*s*s </line>

<line> in factor* su*h as </line>

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<line> advertising, on*ine transac**ons and c*s*om service. *he co**ined structure a mix *f *hose is </line>

<line> approaches with t*e tw* other ones. Table 1 resumes *ome e*aluati*n model* developed </line>

<line> mainly to evaluate e-commerce sites. </line>

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<line> Although there is </line>

<line> no st*ndard methodology *o </line>

<line> analy*e w*bsite*, s**er*l st*dies provide </line>

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<line> useful </line>

<line> insights for *evel*ping an emb*aci*g s*r*cture. For </line>

<line> instance, the SiteQ*al (W*b* & </line>

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<line> We*b, 200*) * to*l developed t* meas**e the pe*ceived q*al*ty of a </line>

<line> *hopping website, </line>

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<line> *lements that </line>

<line> are *ate*orized in f*ur main </line>

<line> dimensions: ease </line>

<line> ae*thetics </line>

<line> design, </line>

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<par>

<line> Rev. FSA, *eresina, v. *0, n. 2, art. 1, p. 3-*4, fev. 2023 </line>

<line> www4.fsanet.com.br/rev*sta </line>

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<line> C*nstru*t an* Survey of the **mension* use* to Assess the Q*ality of Commer*ial Websites: </line>

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<line> speed p*ocessin* *nd securi*y. Although it is cons*dere* as * w*dely </line>

<line> *cc*pted model for </line>

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<line> eva*uating **e qua*ity of t** online service, *t f*cus*s e*clus*vel* in t*e interfa*e of *he site, </line>

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<line> even if *isc*unting the \cli*nt </line>

<line> *riented\ and oth*r aspects *f e-marketing. *t* applicabilit* is </line>

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<line> limited to evalu*te the *fficacy of mark*ting in the web. </line>

<line> WebQu** was cre*ted b* *leanor T Lo*acon* et a*. (2002) a*d is a widel* use* web*ite </line>

<line> assessment tool. *l*ono* Loi**ono m*de *hre* updates to *ts m*del, cu**ently *EBQUAL is </line>

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<line> co*posed *y 36 q*e**ions, 12 dimensio** *nd fo*r constru**s (Eleanor T *oiacono </line>

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<line> *f c*i*eria fr*m **e WEBQUAL *odel </line>

<line> determ*nant of the quality </line>

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<line> percepti*n of a s*te and, in </line>

<line> c**seque*ce, *f the intention of u*er of *etur*ing to it a </line>

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<line> Za*din, Zakuan, Ismail, & *shak, 2015; Y.-H. Lee & Le*, *017; McCoy, Everard, & L*iacono, </line>

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<line> 2*09). Sev*ral autho*s were based on W*bQual in order t* </line>

<line> *valuate the el*ctro*i* *erv*c* </line>

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<par>

<line> (A**am e* al., 2***; Kim & Stoel, 2004a; S*n, Yang, Wang, & Zhang, 2015). </line>

<line> Th* *-S-Qual develope* by Ananthana*ayanan Pa*asuram*n et al. (2005) i* a modified </line>

</par>

<par>

<line> version of SER*QUAL (see (Anan**aranthan Parasuraman, </line>

<line> *eithaml, & Berry, 1985)) for </line>

</par>

<par>

<line> ev*lua**ng the q*ality of the electro*ic service in the e-comme*ce environment. *he t*aditio*al </line>

<line> SERVQUAL was *d**uate to meas*re the quality of all i*teractions and experiences with </line>

<line> companies not b*s*d on the interne* (Kang, Jang, & Par*, *0*6). H*weve*, *s the quality of the </line>

<line> el*ct*onic service (e-SO) became mo*e and *ore importa*t for de*e*mining the success of e- </line>

<line> commer*e a*plications, a *ew *e*hod of con*eptualizati** was ne**e*. The developm*nt of </line>

<line> the new version of SE*V*UAL *or the **ectronic context demanded the *eve*opmen* of </line>

<line> el*ctron** s*rvice dimensions. </line>

<line> Table 1. Websites eva*u*tion mode*s. </line>

</par>

<par>

<line> D*scripti*n </line>

<line> Sourc* </line>

</par>

<par>

<line> SiteQual </line>

<line> *n instrum*nt to obtain user feed*ack ** **e qualit* of the site in *erm* of: *eliability, Assured E*pathy, **rceived usability, and Trust*orthiness. </line>

<line> Business -t o - co**ume r (B2*) </line>

</par>

<par>

<line> WebQual </line>

<line> WebQ*al inclu*es 12 d*m*ns*o*s (inform**ional fit-to-tas*, ta*lored in*ormation, trust, response tim*, eas* of und*r*ta*ding, intuitive o*e*ations, vis*al appeal, inn**ativen*ss, emoti***l appeal, cons*s**nt i**ge, o*-line completene*s, r*lative adva*tage) </line>

<line> Business -* o - business (B2B) </line>

<line> (Eleanor T Lo**cono, Wa*s*n, & Go*dh*e, 2002, 2007) </line>

</par>

<par>

<line> Rev. FSA, Teresina P*, v. 20, n. 2, art. 1, p. 3-34, fev. 2023 </line>

</par>

</page>

<page>

<par>

<line> M. F. Moro, *. K. S. Mendonça, D. F. *ndrade, R. Tez** </line>

</par>

<par>

<line> The DeLone and *cLean model of in*or*atio * systems success </line>

<line> A model to mea*u*e the success of electronic commerce, c*eated *n 1992, had two d*m**sions: quality *f i*forma**o* and quali*y of the s*stem. It was *ubsequ**tly *p*ated, adding a *ew d*me*sion: quality of ser**ce. </line>

<line> Informati on Sy*tems </line>

<line> (DeLone & McLe*n, 1992, 2003) </line>

</par>

<par>

<line> MU* (Micros*ft *sability Gu*deli*es ) </line>

<line> It presents Mi*ro*oft guidelines on usability *ot only *or websites, but for most software as well. It co*si*ts *f five dimensions: Content, Ease of Use, Promo*ion, Person*lizati** and Emotion. </line>

<line> Usability and *ar*etin g on the Mi*r*sof t *et*ork (MSN) </line>

</par>

<par>

<line> Is a mo*i*ied versi** of SE*VQUAL for e*aluating t*e *ualit* of e*ectronic servic* in the e-com*erce enviro*men*, comprising four factors: Efficiency, Ful*ill*ent, System availability, and Privacy. </line>

<line> Online *tores </line>

<line> (Ana*t*ana raya*a* Parasur*ma n, Zeithaml, & *alhotra, 20**) </line>

</par>

<par>

<line> WEQ (Webs*t* Eval*ation Questi*nn aire) </line>

<line> Quest*onnaire *sed to detect and diagnose u*ability problems. *t co*si*ts of three dimensio*s: Navig*ti*n, c*nt*nt and layout. </line>

<line> Develop ment of *u*st*on naire *hat can be used by gover*m en* org*n*zat io n s </line>

</par>

<par>

<line> Scale f*r *easuring th* quality of eTail. The s**le consists *f four factors: *ebsit* des*gn, fulfillment / reliabili*y, *rivac* / sec*rity and custo*er s*rvice. </line>

<line> Online *tail </line>

</par>

<par>

<line> *AMMI - (*ebsite Analysis a*d Meas*rem ent Inventory) </line>

<line> Model to measure user sati*fact*on *n relation to we* user in*erface *esi*n w*th five factors: attr*ctive*ess, controllability, efficiency, helpf*lness and learnability. </line>

<line> Chambe* of co**erc e </line>

<line> (Kirakowsk i & Cierlik, 1998) </line>

</par>

<par>

<line> B* means of the method composed by four dimensions (Eff*ciency, Fulfil*ment, S*ste* </line>

<line> avai**bi*ity, **d Privac*) as well as *2 others of sub criteria, customers evaluate the quality o* </line>

</par>

<par>

<line> Rev. FSA, Teres**a, v. 20, *. 2, art. 1, p. 3-34, fev. *023 </line>

<line> www4.fsanet.com.br/revista </line>

</par>

</page>

<page>

<par>

<line> Con*truct **d Survey of *he Di*ensio** used *o Assess the Qualit* of Commercia* Websites: </line>

</par>

<par>

<line> service deciding i* **ere is any ga* *etween their expectancie* a*d perc*ptions. I* th* level of </line>

</par>

<par>

<line> their percepti*ns about Quality of Service was gr*ater than *he le**l of </line>

<line> expectanci*s, then the </line>

</par>

<par>

<line> service provided is ac*eptable. If *heir perception wa* greater than th* le**l of expectanc*es the </line>

<line> service is idea*. Howev*r, if t*e perc*ptions of customers reg*r*ing the quality of ser*ice were </line>

<line> under the level of exp*ct*ncies, the se*vice is *nsatisfactory and t*is **s a negati*e e*fect in the </line>

<line> *ntent*on of repurchasing. Severa* a*th*rs bas*d o* E-S-Qual in or*er to evaluate the **ali*y *f </line>

<line> the elect*oni* service (Swa*d & Wigand, 2009). </line>

<line> The WAMM* dev*loped by the H*man Fa*t*rs Research Group (HFR*) in 1*99, it is a </line>

<line> questionnaire used a* a web*it* analysi* tool that me*sures and anal*ze* the *ser's exper*en*e </line>

<line> *f the *eb to help them achieve their *oa*s. Th* WAMM* c*nsists *f a question*aire with *0 </line>

<line> questi*n* that was ev**uated through *ive options on a Lik*rt scale "St*ong** Agree", "Agree", </line>

</par>

<par>

<line> "Neutral", "Disa*ree" and "S**ongly Dis*g*ee". *AMMI al*o </line>

</par>

<par>

<line> factors or also called </line>

<line> usability attr*but*s - </line>

<line> demonstrating how ea** *t is *o use *he </line>

<line> site, which </line>

</par>

<par>

</par>

<par>

<line> Attractiveness - to be attractive the *i*e must be visually pleasing *o its users, </line>

</par>

<par>

<line> off*r advantages to responde*ts, whe*her i* terms of *uncti*nality or i*for**tion; </line>

</par>

<par>

<line> *ontrol*a*il*t* - for th* webs*te to *ave good control, users **st be a*l* to easily </line>

</par>

<par>

<line> nav*gate thr*ugh it and do *he things t*ey want with ease; </line>

</par>

<par>

<line> Efficien*y - to be e*fic*ent, user* must f*el </line>

<line> *hat they c*n quickly find a*d do what </line>

</par>

<par>

<line> interests th*m eff*ctivel* and economical*y, as well as feel that the s*te resp**ds at * rea*onable </line>

<line> speed; </line>

<line> Use**lness - in order to be of good use, t*e site *e*ds to meet users' expecta**ons about its </line>

<line> *ontent and structure; </line>

<line> Learning - In order for *he site to b* *ighly learnab*e, u**rs must be able to *se the site </line>

<line> wit* a *in*ma* *nt*oduc*ion, *her* everyt*ing i* *asy to und*r*ta*d from the star*. </line>

<line> Th*s to*l has been use* by many websites and has b*come popula* among *esearchers. </line>

<line> *h* statem*nts used in WAMMI a*e *tandardized and can*o* be chan*ed and the *uestionn*ire </line>

<line> c** be a*ce*sed *n **e WAMMI website (ht*p://www.wammi.com/que*tionnaire.ht*l). </line>

<line> WEG wa* developed ** Elling et al. (2007) based on t*e lit*ratu*e on us*bili*y and user </line>

</par>

<par>

<line> satisfac*i*n. WEG evaluat** the qualit* of *avigation, co*ten* a*d la**ut of </line>

<line> g*vernment </line>

</par>

<par>

<line> websites. The navigati*n dimension m*asure* u*e*s' opinions abou* the **fo*mation search </line>

</par>

<par>

<line> process, while </line>

<line> the *ontent dimensio* measures the re**lt of </line>

<line> t*is process, t*e q*ality </line>

</par>

<par>

<line> in*orma*ion fou*d on the site. The l*yo*t dimension is *elat** to t*e so-call*d "look and *eel" </line>

</par>

<par>

<line> R**. FSA, *eresina PI, v. 20, n. *, art. 1, p. 3-34, fev. 2**3 </line>

<line> www4.fsan*t.com.br/revista </line>

</par>

</page>

<page>

<par>

<line> M. F. Moro, A. K. S. Men*onça, D. *. An*rade, *. Tezza </line>

</par>

<par>

<line> of *he w*bsite, and re*ates to how y*u successfully ac*omplish *n appr*pr**te "look and feel" </line>

<line> f*r y**r Bus*ness-to-busine** website desi*n. WEQ has been refined *o a new *ersion w*ich </line>

<line> can be fo*nd in (Elli*g, Lentz, de *ong, & Van den B*rgh, 2*12). </line>

<line> *olfi*barger *nd G**ly (2*0*) de*eloped th* eTa*lQ - a 15-item sc*le, with the objective </line>

<line> of measuring custo*er pe*ceptions about the quality of *lec***nic retail. Th* scale contains four </line>

<line> factors: website design, reliability/se*vice, privac*/secu*ity, a*d *us*omer service. W*bsite </line>

</par>

<par>

<line> desi*n invo**es att*ibute* asso*iated with design, custome* inte*actions **th the </line>

<line> website, </line>

</par>

<par>

<line> coveri*g nav*gation, inf*rm*tion search, </line>

<line> order pro*essing, perso*ali*atio* and </line>

<line> product </line>

</par>

<par>

<line> selec*i*n. The reliability/ser*ice s*ale </line>

<line> refers t* accurately r**resenting the </line>

<line> product so t**t </line>

</par>

<par>

<line> cu*tomers rec*ive *hat they *eally orde*ed, with on-time *e*ivery. P*iv*cy/security re*ers *o </line>

</par>

<par>

<line> e*s*ri*g the websi*e's securi*y, c*sto*ers sh*ul* f*el safe and trusting the website, and s*al* </line>

</par>

<par>

<line> *ust*m*r service </line>

<line> combin*s respons*ve, help*ul and determined service to resolve issues </line>

</par>

<par>

<line> quickly respondi*g to customer inqu*ries. eTail* i* pre*e*ted with a servi** qua*it* sca*e as it </line>

<line> consid*rs t*e measu**ment of **e *ebsite interface and the perceived dimensions of el**tronic </line>

<line> ser*ice q*ality, s*ch as security, *eliabili*y a*d cu**omer ser*ice. </line>

<line> The M**rosoft Usability Guideline* (MUG) proposed by Mi*rosoft in 2006, has be*ome * </line>

<line> k*y index i* the constructs of web usabili** a*sessm*nt. Th**e guideli*es ar* in five factors, </line>

</par>

<par>

<line> ***ch *re (Venk*te*h & Rame*h, 2006): (1) conten*, (2) </line>

<line> usa**lity, (3) pr*motion, (4) </line>

</par>

<par>

<line> perso*ali**d se*v*ces *nd (5) emotions. According to S. Wang, L*, and *hu (*01*) usabil**y ** </line>

</par>

<par>

<line> t*ought of as the ef*orts made by user* d***n* t*e web co*nition *rocess and is decid*d </line>

</par>

<par>

<line> structur*s, g*als and feedback. According to th* </line>

<line> authors, the structu*es refer to the g*n*ra* </line>

</par>

<par>

<line> organizatio*al structure of th* web; goals me*n whet*er or not t** web theme is de*i*ed an* </line>

</par>

<par>

<line> und*rstandabl*; *e*dback is the *peration a*d pr*g*es*ion infor**tion gi*en by the *eb *o </line>

</par>

<par>

<line> users. In thi* way, usab*lit* </line>

<line> can *e affect*d by the usability </line>

</par>

<par>

<line> st*uc*ure and *he usability o* the in*eract*on (*. Wa*g et al., *019). </line>

<line> In or**r to prov*de a parsimo*ious and unified view of *eb*ite qual*ty, the*e is th* </line>

</par>

<par>

<line> suc*essful In*orm*tion Syste*s (IS) *odel *e*one *n* *cL*an (19*2, **03) t* </line>

<line> directly </line>

</par>

<par>

<line> attributes of a* e-*ommerce **bsite. *n </line>

<line> cont**st with quality mode*s of previo*s </line>

</par>

<par>

<line> sites, the *uccess model of *S fr** DeLone and McLean provides only </line>

<line> thr*e d**ensions of </line>

</par>

<par>

<line> of Sy*tem, Quality *f Information and Qualit* *f *ervice, wh*ch </line>

<line> effective*y </line>

</par>

<par>

<line> may capture a*l attr*butes identified in *reviou* s*udi*s regarding the quality *f we*site*. Using </line>

</par>

<par>

<line> th*se th*ee d*mens*ons of quality, se*eral attribut*s of </line>

<line> e*isting websi*e* may *e organized i* </line>

</par>

<par>

<line> or*er to form a more *arsim**i**s website structur* (Kuan et al., 2008). </line>

</par>

<par>

<line> www4.*sanet.com.br/revista </line>

</par>

</page>

<page>

<par>

<line> Co*struct and Surve* o* the Dimens*ons *sed to *sse*s the Qua*ity of Com*ercial Websites: </line>

</par>

<par>

<line> In the model of DeLone an* McLe*n the quality of t*e system correspond* to the </line>

<line> techn*c*l level (*hara*teristi*s of th* e-commerce sy*tem use* by the si*e producing </line>

<line> infor*atio* about *he product), while *uality of info**ation is about its *emantic level (success </line>

<line> *f the *nfo*mation of products in the site during the placement of the intende* meanin*). Only </line>

</par>

<par>

<line> in 2*0* the model was </line>

<line> updated wh*n </line>

<line> d*mensio* Qualit* of Ser*i*e was ad**d, reflecting </line>

</par>

<par>

<line> succes* o* the onli*e peripheral s*pport provided by mean* *f a *it* (for instance, f**dback and </line>

</par>

<par>

<line> freq*ent que*tio*s). Sever*l authors </line>

<line> have been using * tri*imen*i*nal m*d*l i* order to </line>

</par>

<par>

<line> evalua*e the quality of the websi** (J. V. *hen, Rungr*engsa*rit, *ajkumar, & Yen, 20*3; </line>

</par>

<par>

<line> Hsu, C*ang, & Che*, 201*; Hung-*oubert, 2017; *. Zh*u & Jia, 2018). *eL*ne </line>

</par>

<par>

<line> (2003) *rgue t*at a*tempts shou*d be *ade t* r*duce the number of measures dif*erent used to </line>

<line> measure *S su*cess. </line>

<line> 2. METHOD </line>

<line> 2.*. Study search and selectio* st*ategy </line>

<line> A literature re*iew was performed u*ing the Preferred *e*orting Items *or *ystematic </line>

<line> Re*ie*s and Meta-Ana*y*is (*RIS*A) **id*lines a* show* in Figure 2. Considering that t*e </line>

</par>

<par>

<line> o*jective o* th*s research related ** *h* *dent*f*cation *f t*e main *imen*ions and anal**is *s </line>

<line> m**ho*s associated *ith q*al*ty ass*ssment of websites, w* searched *or studies tha* fit this </line>

<line> topic. The *atabase* inc*ude* in the search were the Web of Science an* Scopus. </line>

</par>

<par>

<line> Rev. FSA, Teresina PI, v. 20, n. 2, *rt. 1, p. *-3*, fev. 2023 </line>

<line> www*.fsanet.*om.br/r*vist* </line>

</par>

</page>

<page>

<par>

<line> M. F. Moro, A. K. S. **ndonça, D. F. Andrade, R. Te*za </line>

</par>

<par>

<line> Figure 2. F*ow chart *f search process. </line>

</par>

<par>

<line> Th* following search terms were *sed in al* d*t*bases: Webs*te q*alit* OR website </line>

<line> a*sessment *R *ebsite measur$ OR w*bsite assess*ent. A r*nge not limited *o one j*ur*a* of </line>

<line> *ubl**h** data and includ*d full journal d*ta arti*les up to *0**. To validate the key dates *sed </line>

<line> in searching long-st*nding *at*bases, we performed an adherence test. This test was perfor*e* </line>

<line> randomly *y an*lyz*ng ten *r*ic*es from *he documents identifie* in t*e ini**al search a*d </line>

<line> com*ari*g th*ir keys to as us*d in the search term*. T*is comparison showed that t*e keywords </line>

</par>

<par>

<line> u*ed initi*l** were p*rt of *he set of keywords i*clud** in the te* **ticles, sugg*sti*g </line>

</par>

<par>

<line> alignme*t with the research *opic and ignoring the nee* to incorporate add*t*onal keywords into </line>

<line> our se*rch (Table 2). </line>

<line> Tabl* 2. Con*oli*ation o* the research ax*s and definition of the Lit**a*u*e *ortfolio. </line>

<line> Re*aini** *ubli*ations a*ter </line>

</par>

<par>

<line> eac* filtering criteria </line>

<line> Result </line>

<line> Scopus </line>

</par>

<par>

<line> Website </line>

<line> **bsite Website </line>

<line> Website </line>

</par>

<par>

<line> *s*ess*ent OR measur$ </line>

<line> evaluation </line>

<line> Total </line>

</par>

<par>

<line> Re*. FS*, *eresin*, v. 20, n. 2, ar*. 1, p. 3-*4, fe*. 2023 </line>

<line> www4.f*an*t.com.br/revist* </line>

</par>

</page>

<page>

<par>

<line> *onstruct and Su*vey of the Dimensions used to Ass*ss the Qua*ity of Commercial Webs*tes: </line>

</par>

<par>

<line> N*** that this search pr*vided a l*teratur* portfoli* co*taining *136 d*cuments for </line>

<line> ana*ysis. During the screeni*g proc*ss, publ*ca*io*s (in En*lish *angua*e only) were analy*ed </line>

<line> accordi*g *o the following cri**ria: (i) only journal articles (ii) duplic**e ar*icles, (iii) a*ig**ent </line>

</par>

<par>

<line> of title, a*stract **d </line>

<line> keywords with the </line>

<line> resear*h **pic, (iv) ful* article a*alysis and *l*gnment </line>

</par>

<par>

<line> with the research topic, and (v) fe*dback. In the feedback, the *anua* search o* **e ref*rences </line>

<line> of the articles selec*ed in (i*) was also carried out to complement t*e searches in the data*ases, </line>

<line> in t**s way we captured art*cles align*d w*th the research topic in the reference* o* *he artic*es </line>

<line> sele*t** in (i*). We evidenc* here *hat in filter (iv), only article* that use* me**od* that v*lidate </line>

<line> scales were selected, *uch as Fact** An*lysis, It*m Response The*ry and/*r S*ructural *q*ation </line>

<line> The screen*ng of titles, abstracts **d ke*words, followed by full t*xt*, was perfor**d *y </line>

<line> th* *i*st au*hor (*FM) and *h* other authors indepen*ently revi*wed *h* selectio* of st*dies. </line>

<line> Any dis*repancie* were resolv*d b* discussion and consensus a*ong the a**hors. </line>

</par>

<par>

<line> Mendeley® *o*tware was used to suppo*t the fil**ring process. In*tially, </line>

<line> 899 articles </line>

</par>

<par>

<line> withdraw* because t*ey wer* *ot from </line>

<line> j*urnals. *hen, d*e ** duplicate versi*ns, </line>

</par>

<par>

<line> dro*ped. After th*t, *7* articles were remo*ed bec**s* their titles and abstracts and keywords </line>

<line> were not in *ine with th* res*arch topic. Then, *f*er a **mp*e*e anal*sis of the articles, 24 </line>

<line> arti*les were selected. In addition t* these, *nother 14 *r**c*es *e*e *ncorporated into the </line>

<line> re**ren*e, coll*cted fro* reference* of prev*ous ar*icles. Finally, *he 38 remaining works wer* </line>

<line> conside*ed as p*rt of the literatu*e portfolio (L*). </line>

<line> 2.2. Lit*r*ture P*rtf***o Analysis </line>

<line> The *iterature a*alysis fac*litates the identif*cation o* trends i* scientific produ*tion in </line>

</par>

<par>

<line> different areas *f </line>

<line> re*earch. This an*lysi* first con*id*rs *he *P's 'basic variables', such as t*e </line>

</par>

<par>

<line> most a*siduous au*hors reg*rding the te*m and evolut*on of publications ove* time. </line>

</par>

<par>

<line> cont*nt an*lysis was p*rformed in re*ation *o the *ollowing "s**cific *ariables": (i) *ectors </line>

<line> e*al**ted by s*udies; (ii) *riteria m*st used to asses* *he quality of websit** and (iii) methods of </line>

<line> analysis. Thes* vari*bles pr*vide sup*ort to a*al**e the b*havior of stu*i*s o* we**ite quality </line>

</par>

<par>

<line> assessme*t, v*rifying *aps and f*aws that c*n be inves*igated in other studies </line>

<line> on the subject. </line>

</par>

<par>

<line> The *nalysis **so allows a better *nd*rstanding *f the pan*rama of *he su*ject, shedding l*ght </line>

<line> ** aspe*ts t*at *re no* *et explicitly eviden**d in the literature. </line>

</par>

<par>

<line> Rev. *SA, Teresi*a PI, v. **, n. 2, ar*. 1, p. 3-34, f**. 202* </line>

<line> www4.fsanet.com.br/revista </line>

</par>

</page>

<page>

<par>

<line> *. *. Moro, A. K. S. Mendonç*, D. F. A*dra*e, R. T*zza </line>

</par>

<par>

<line> 3. RESULTS AND DISCUSSION </line>

</par>

<par>

<line> 3.1. Ba*ic Variabl** </line>

</par>

<par>

<line> Figure 3 pre*ents t** re*ul** *f the distr*but*on of publications *v*r time. As observed in </line>

<line> **gur* 3, the **rst pu*licati*n *n website quality assessme** was *egistered at the beginning of </line>

<line> this **nt*ry *ith an *ncre*s* in **blicatio*s i* 200* and 20*4. A*ter this p*r*od, the*e was * </line>

<line> slowdown in re**arch and c*nsequentl* in publica*ions for appr*ximate*y 10 years, re- </line>

<line> em*rg*ng a* an important area of re*earch after **15. </line>

<line> Figure 3. Dis***bution of publicat*ons over *ime. </line>

</par>

<par>

<row> From the 38 **pers in th* l*t*r*ture po*t*olio (LP), *4 *uthor* were *dentified and onl* six </row>

<row> ** them w*re co-authors *f two publications each. Table * shows the number of publ*ca*ions </row>

<row> per author and t*e number ** jour**ls in the LP. Re*arding as *or j*urnals, *ote that the J*urn*l </row>

<row> Inf**m*tion and *ana*emen* stands out wit* six publications, followed b* the *ourn*l </row>

<row> Behav*or & Information *echnolog* out wi*h three pub*ications. </row>

<row> T**le *. N*mber *f publica*i*ns f*om au*hors and *u*ber of *ubl*cations per journal of </row>

</column>

<par>

<line> Publications C*unt </line>

</par>

<par>

</par>

<par>

<line> Others 88 *uth*rs </line>

</par>

<par>

<row> Jo*rnals </row>

<row> Informati*n and Management </row>

<row> Behaviour & Inf*rmation Technolo*y </row>

<row> Journal of Electronic Commerce Research </row>

<row> Other* 27 Jo*rnals </row>

</column>

<row> P*blications C*un* </row>

</column>

</par>

<par>

<line> Rev. FSA, Teresi*a, v. 20, n. *, art. 1, p. 3-34, fev. 2023 </line>

<line> www4.**anet.*om.br/revista </line>

</par>

</page>

<page>

<par>

<line> Co*struct and Sur*e* of the D*mensions used to A*ses* the Quality of Com*ercial *ebsites: </line>

</par>

<par>

<line> The journal Informatio* and Manageme** *eceives r*sea*ch that impl*ments and manages </line>

</par>

<par>

<line> in*o**ation s*stems **plicati*ns, seekin* to co**ect *nd dissem*na** information on new </line>

</par>

<par>

<line> adva*ced developments in t*e field, p*ovidin* mat*rial for training an* *du*ation, encouraging </line>

</par>

<par>

<line> progress in the methodology and application* </line>

<line> of informatio* systems, as well addres*es the </line>

</par>

<par>

<line> rang* of development *nd u*e o* informatio* systems in the use of policies, strategies </line>

</par>

<par>

<line> m*nagerial activities for business, **blic administ**tio* *nd </line>

<line> *nterna*ional organizat*on* </line>

</par>

<par>

</par>

<par>

<line> The J*urnal Be**vior & *nfo*m*t*on T*ch*ology *os*s *esear*h and case studies that put </line>

<line> people *efore techn*logy by *ddressing u*ability a*d user experience, human-comp*te* </line>

<line> interaction, h*man-*ent*r*d a** user-cen*er*d design, a* well as *ocial, bu*iness, and hum*ns </line>

<line> of the *igital w*r*d (Technology, *021). </line>

<line> The Journal *f Elec**onic Comme*ce Rese*rch welcomes research tha* e*c*mpasse* key </line>

<line> techn*logies enabling a b**te* under*ta*d*ng of e-commerce, a* we*l as th* *mpli*at*ons of </line>

<line> t*ese technol*gie* *or societies, econ*mies, busines*es, an* ind**iduals (Rese*rch, 2021). </line>

</par>

<par>

<line> Table 4 *resents *he summ*ry o* the 38 s*udies that make up the LP. One can ob*erv* the </line>

</par>

<par>

<line> author*, year *f p*b*ishing *h* st*dy, di*ensio*s used, sample size, reliability indexes, number </line>

</par>

<par>

<line> of items, and </line>

<line> h*w *he sca*e was con*tructed, whe*her was a*apted from other authors or it </line>

</par>

<par>

<line> **oposed. </line>

</par>

<par>

<line> *able 4. L*terature P***f*lioInf*rmation. </line>

</par>

<par>

<line> Dimensions </line>

<line> D*mensi ons *ount </line>

<line> Sample </line>

</par>

<par>

<line> (Liu & Arnett, 2000) </line>

<line> *uality of i*form*tion and service, System u*e, Pla*ful*es*, System Design Quality </line>

<line> 119 webmas ters </line>

</par>

<par>

<line> (Ranganatha n& Ga*apath*, 2002) </line>

<line> I*forma*i*n Content, Design, Se*urit* and Priv*cy </line>

</par>

<par>

<line> Te*hnic*l adequacy, specific c**tent, web content, web a*peara*ce </line>

<line> 1*7 users </line>

</par>

<par>

<line> (*o**zade* & Dhillon, 2*0*) </line>

<line> Inte*net p**duc* cho*ce, online paymen*, Internet *endor t*u*t and sh*ppi*g travel </line>

<line> 4*1 users </line>

<line> Propos*l </line>

</par>

<par>

<line> Usability, Informa*i*n a*d S*rvice *nteract*on </line>

<line> *76 users </line>

<line> Updated *ersion o* WebQual 3.0 (Ba*nes & </line>

</par>

<par>

<line> R*v. F*A, Teresina PI, v. 20, *. 2, art. 1, p. 3-34, fev. 202* </line>

<line> *ww4.*sanet.com.br/revista </line>

</par>

</page>

<page>

<par>

<line> M. F. Moro, *. K. S. **ndon*a, D. F. Andrade, R. Tezza </line>

</par>

<par>

</par>

<par>

<line> (Gounaris & Di*itriadis, 2003) </line>

<line> Customers ca*e and risk r*ducti*n, Info**ation and *nteraction fac*lit*tion </line>

<line> Adapted from (Ba*nes & Vid*en, 2*01; Anant*anara*a*an Para****man, Berry, & Zeit*aml, 1991) </line>

</par>

<par>

<line> Webs*te design, Customer service, Fulfillment/r*liabil*ty a*d S**u*ity/privacy </line>

<line> Proposal </line>

</par>

<par>

<line> Internal reliability, external *ecur*t*, u*eful co**e*t, usable *av*ga*i*n, *ystem inte*face attractiveness, Communication interface a*tracti*e*ess </line>

<line> 300 website s and 23*1 users </line>

<line> U**f*l content a*apt*d from (Huang, L**, & Wang, *9*8), Navigation usa**l*t* adap*ed from (Davis, 1989), *thers *roposed </line>

</par>

<par>

<line> Inform*tional fit-*o- task, T*ilored c*mmunication, Online complete*ess, R*lative advan*a**, Visua* appeal, Innovati*eness, Emotio*al appeal, Consistent ima*e, Ea*e of understandi*g, In*ui*ive oper*tions, Response *ime, Trust </line>

<line> Adapted from WebQ*al (E*eano* Terese *o*acono, 2000) </line>

</par>

<par>

<line> I*formati*n q*alit*, s*stem quality an* service q*ality </line>

<line> Proposal </line>

</par>

<par>

<line> Re*iability, As*ured em*athy, Perceived u*abilit* and T*ustwort*in*ss </line>

<line> 1*8 users </line>

<line> Reliabilit*, Assur*d empat*y and Perce*ved usability adapt*d fro* (Anan**anarayan*n Par*suraman et al., 1991). Trust*ort*iness ada*t*d from (*. Y. Wa*g & *tr*ng, 199*). </line>

</par>

<par>

<line> (Ananthanar ayan*n *arasurama n et al., 2*05) </line>

<line> Efficiency, Fulfillmen*, Sys*em availa*ility *nd Priv*cy. </line>

<line> Adapted f*om Servqual (A*anthanarayanan Parasuram*n et al., 19*1) </line>

</par>

<par>

<line> Informationa* fit-to- task, Interactivity, Trust, Response time, D*sign appeal, Intuitivenes*, Visual appeal, Innovativ*ness, Flow-emotional appe*l, Integrated c*m*unications, *u**ness process, Viable s*bstitut*. </line>

<line> *dap*ed from W*bQual (Eleanor Tere*e Loiacono, 20*0) </line>

</par>

<par>

<line> In**rmati*n*l fit-to- task, Ta*lored c*mmun*cation, Onl*n* co**l*teness, Re*ative </line>

<line> *dapt** fro* WebQual (Eleanor T**e*e L**acono, 2000) </line>

</par>

<par>

</par>

</page>

<page>

<par>

<line> *onstruct and Su*vey o* the Di*e*s*on* used to Asse*s the Quality of Commercial W*bsi*es: </line>

</par>

<par>

<line> advantag*, Visu*l appeal, Innovativeness, Emotio*al app*al, Consi*te*t image, Ease of underst*nd*ng, Intuitive operat*ons, Response *ime, Trust </line>

<line> differen ce) </line>

</par>

<par>

<line> Information q*ality, system *u*lity *nd service qua*ity </line>

</par>

<par>

<line> Informat*o* qu**ity, webs**e de**gn, reliabilit*, respons*ve**ss, assu*ance, P*rsona*ization </line>

<line> 557 users </line>

<line> Information quality adapted f*om (*. Li, T**, & *ie, 200*), Realibility and Pe*s**aliz*t*o* adapte* fro* (Wolfinb*rger & Gilly, 2003). Responsi*e*e*s a*d Assuranc* adapted from (Anantha**ray*n*n Par*sura*an et al., *005; Wo*finbarger & Gilly, 2003). Usab*l*ty adap*ed fr*m (Ananthan*ray*nan *ara*uraman et al., 2*05). </line>

</par>

<par>

<line> (*ell*, Valacich, & *ess, 201*) </line>

<line> Visual appea*, Security, Downl*ad Delay, Navi**bility, </line>

<line> Proposal </line>

</par>

<par>

<line> Informatio* *uality, system quality and s*rvic* qu*lity </line>

<line> I*formation q*ality and Sys*em quality adapted from (Wixo* & Todd, 200*). Serv*ce quality adapted fro* (Jayawardhena, **04). </line>

</par>

<par>

<line> Inf**mation quality, sys*em quality a*d ser*ice q*alit* </line>

<line> 285 Thailan * u*e*s 25* Tai*an users </line>

<line> Inf*rmation qu*lity (Q. Chen & We*ls, 1999). *ystem Quality, a*d Serv**e quality adapted from (Bar**s & V*dgen, 20*2; A*antha*arayanan Parasurama* et al., 2005) and (Barnes & Vid*en, 2*02). </line>

</par>

<par>

<line> Response Time, Ease *f U*d*r*tanding, Intuitive Operations, Onli*e Com*l*teness, R*lati*e Advantage, Consist*nt imag*, Information Fit-to-ta*k, *ai**red Info*mation, Trust, *isual Appeal, Inn**ativeness, Emotio**l *ppeal, Responsiveness, Empathy </line>

<line> 133 U* A users 175 *hina users </line>

<line> Adapted fr*m (E*eanor T Loi*cono et a*., 2007), o*ly Respo*s**ene*s adapted (Wolfinb*rge* & Gilly, 2003). </line>

</par>

<par>

<line> (Abda**ah & Jaleel, 2015) </line>

<line> Look an* Fee*, **vigat*o*, Credentials, Conte*t and C*stomi*ation </line>

<line> 16 users </line>

<line> Proposal </line>

</par>

<par>

<line> Rev. FSA, Teresina PI, v. 20, n. 2, art. 1, p. 3-34, fev. 2**3 </line>

<line> www4.fsanet.com.b*/r*vista </line>

</par>

</page>

<page>

<par>

<line> M. F. Mo*o, A. K. S. Mendonça, D. *. An*rad*, R. T*zza </line>

</par>

<par>

<line> (L. Wang, *aw, Guille*, Hung, & Fong, *015) </line>

<line> Us*bili*y, functionalit* and Security and Privacy </line>

<line> 422 users </line>

</par>

<par>

<line> (Loureiro, 2015) </line>

<line> D**ign-*isual appeal, I*form*tion content, Ea*e of us* and Interactive Featur**. </line>

<line> *dapt*d from (H*n & Mills, 2006; Park, Gretze*, & *iraka*a-Turk, 2007). </line>

</par>

<par>

<line> Use* orient*tion during navigation, Accessib*lity and reliability o* the *yste*, User contr*l or us*r interaction with th* system, Presenta**on o* **formation </line>

<line> 441 website s </line>

<line> Propos*l </line>

</par>

<par>

<line> (Lopes & Melão, 2*16) </line>

<line> Con*ent a*d Design </line>

<line> 915 websi*e s </line>

<line> P*oposal </line>

</par>

<par>

<line> Usa*ility, Functional*ty *nd Sec*rity and Privacy </line>

</par>

<par>

<line> (H*hn, Spa*ks, Wilki*s, & Jin, 2*17) </line>

<line> Atmosp*eric Qua**ty, C*stomer Review, Emotio*al Engagement, Re*iable Inf**mati*n, Local**y In*orm*tion and Fu**tional*ty </line>

<line> P**posal </line>

</par>

<par>

<line> (Hun*- Joubert, 2017) </line>

<line> Infor*atio* *uality, syst*m *u*lity *nd s*rvice quality </line>

</par>

<par>

<line> (U. Tandon, Ki*an, & Sah, 2017) </line>

<line> Navigation, ease of understa*d*ng, information useful*e*s, website design, ease of use, security *nd pr*v**y, ea*e *f *rd*ri*g, a*d customization. </line>

<line> Proposal </line>

</par>

<par>

<line> Info*ma*ion quality, system quality and ser*ice qual**y </line>

<line> 223 users </line>

<line> Adapte* f*om (Shih, *004). </line>

</par>

<par>

<line> I*formati*n qua**ty, system q*ality *nd servi*e qua*it* </line>

</par>

<par>

<line> (Jimén*z- Barr*t* & Campo- Martínez, 2018) </line>

<line> Design, *ase of *se, Informati*n *nd Interactivit* </line>

<line> *dapted f*om .(Loureiro, 2015) </line>

</par>

<par>

<line> U**f*lne**, E*se o* Use, En*ertain**nt and Complementary Re*ation </line>

<line> Adapted from (Ele*nor T Loia*on* et al., 2007). </line>

</par>

<par>

<line> se*urity and privacy, eas* of o*der*ng, webs*te de*ign, ease of *avig**ion, an* </line>

<line> *ecurity a*d P*ivacy a*d Websi*e Design (Wolfinbarger & Gilly, 2003). Ea*e *f o**e*ing, </line>

</par>

<par>

<line> www4.fsanet.com.br/rev*sta </line>

</par>

</page>

<page>

<par>

<line> Constru*t *n* Sur*ey of the D*mension* *sed to Assess the Quality of Com*ercial We*si*es: </line>

</par>

<par>

<line> cust*mization of produ*t </line>

<line> a*d *as* of navigati*n a** c*stomization of *roduct ad*pted from (*. Tandon et al., 2017) an* (Y. *ee & Kozar, **12). </line>

</par>

<par>

<line> I*fo*m**ion q*ality, system quality and **rvi*e quality </line>

<line> 265 users </line>

<line> Adapted *rom (T. Zhou, 2*1*). </line>

</par>

<par>

<line> (A. Tandon, Aakash, & Aggarwal, *020) </line>

<line> System quality, content quality, tr*st, cus*omer support, usage, pers*n*liz*tion, customer f*edback </line>

<line> 204 users </line>

<line> P*oposal </line>

</par>

<par>

<line> (**ao, Vuong, & Qua*, 2020) </line>

<line> Website design, *ecurity/privacy, Fu*f*llmen*/Reliability and Consum*r service </line>

<line> 5*4 users </line>

<line> *d*p*ed from (H. **, Aham-Anyanw*, Tevrizci, & Luo, 2015). </line>

</par>

<par>

<line> Usabil*ty, Funct*onality a*d Se*uri*y *nd Priv*cy </line>

<line> 683 users </line>

</par>

<par>

<line> No*e that si*t*en *apers sugg*sted new sc*l*s, in other words, they deve*oped t*eir *tems </line>

</par>

<par>

<line> on literature and **t *n ready scales (or any *t*er *im*nsion). Model WebQual *rom </line>

</par>

<par>

<line> *oiacono was used by six st*d*es, being that th*e* studi*s used WebQual (2000), three others </line>

<line> used *ebQual (*007). *arasaruman was the bas* *o* *iv* studies, in which three **ed sca*es of </line>

<line> *ervQua* and t*o oth*rs us*d E-S-Q prop*sed by Parasar*man in 2005. eTailQ from </line>

<line> (Wol*i*barger & Gilly, 2003) w*s used in three studi*s while *he pro*osal *eb*ual from </line>

<line> *ar*e* and Vidgen *as *i*ed twice. </line>

</par>

<par>

<line> F*o* t*e 38 papers, eight of them used t*ree eq**l </line>

<line> dimens*ons, Information Q**l*ty, </line>

</par>

<par>

<line> System **a*it* </line>

<line> and Service Quality. Tw* ot*er s*udies used 12 *i**n*ions, based o* </line>

</par>

<par>

<line> *oiacon*. O*her two papers used th*ee equal dimensions, U*ab*li*y, Functi*na*ity *nd Sec*r*ty </line>

</par>

<par>

<line> and Pr*vacy. *wenty-six other pa*ers diff*r f*om the dimens*on* used, so*e </line>

</par>

<par>

<row> dime*sions a*d ot*ers more specific. The fr*quency of *se of each di*ension can be che*ked </row>

<row> in T*b** 5, where *hat the most u*** on*s a*e Information *ual*ty, *ystem Quality and Ser*ice </row>

<row> Quality. </row>

<row> Table 5. F*equency of dim*ns*ons </row>

</column>

<par>

<row> Dimens*ons </row>

<row> Informat*on quality; Sy*te* quality </row>

<row> Servi*e q*ality </row>

<row> S**u*ity and Privacy; Trust; *isual ap*eal </row>

<row> *e**gn; Ease of understanding; Ease *f us*; Fu*ctionalit*; Innovativeness; Re*ponse time; </row>

<row> Usabili*y </row>

<row> Consistent image; Emo*ional appeal; Informat*on; *nfo*mational fit-to-task; Intuit*ve </row>

<row> operations; Online comple*eness; Relative a**antage; Website ***ign </row>

</column>

<row> Count </row>

</column>

</par>

<par>

<line> Rev. FSA, Teresina PI, v. 2*, n. 2, art. 1, p. 3-34, fev. 2023 </line>

<line> www4.fsanet.com.br/*evista </line>

</par>

</page>

<page>

<par>

<line> M. F. Moro, A. K. *. Mendonça, D. F. *nd*ade, *. Tezza </line>

</par>

<par>

<line> Cont*nt; Customer Service; *ustomization; **se of o*d**ing; Fulfillm**t/*el**bility; </line>

</par>

<par>

<line> Informati*n content; Interac*i*ity; *avi*a*ion; P*rsonalization; Priv*c*; reli*bi*ity; </line>

</par>

<par>

<line> responsi*eness; Secur*ty </line>

</par>

<par>

<line> Others 6* dimensions </line>

</par>

<par>

<line> Regar*ing *he types of *ites ap*roached, the p*blic*t*ons approach we*site* in several </line>

<line> sectors. The Reta*l *ector (that sell pr*ducts in general) w*s used i* 15 works. ****he* 15 </line>

<line> wor** addr*ssed we*sites in gen*ral (The \General\ *er*i*ology *as us*d *or work* that us*d </line>

<line> *roduct *nd servi*e w*bsit*s). W*bsites o* hotels *as used in fo*r works. Tour**m *esti*ations </line>

<line> was app*oa*h*d in t*o work*. *ive other a*proache* si*es of Service*, S*ci*l *hoppin*, Trav*l </line>

<line> A*encies, Ap*arel Retail a** F***ist\s W*b. </line>

<line> Althou*h ***re are basic el*ments present i* sites of diffe*ent s*ctors *ndustr*al, also th*r* </line>

<line> a*e su*s*anti** differe*ces *n websites in c**tain sect*rs. L. Wang et al. (2015) says that hotel </line>

<line> s*tes work as information channe*s *nd transaction forums, d*ff**ently of bein* o*ly a website </line>

</par>

<par>

<line> offering </line>

<line> products. Kuan et al. (2008) highlight tha* in sites </line>

<line> off*r*ng services, **e onlin* </line>

</par>

<par>

<line> get information *bout pr*ducts </line>

<line> offer*d *lmo*t exclus*ve*y by </line>

<line> means </line>

</par>

<par>

<line> site. This is co*t*ary to tangible p*oducts whose inf*rm*tion m*y </line>

</par>

<par>

<line> obtained from o*f-line source*. Fo* *uthors this means *hat resource* of the site wo*ld have a </line>

</par>

<par>

<line> more pr*minent role in bu*ing decision* </line>

<line> from *h* user t*an in sites </line>

<line> *f products. In thos* </line>

</par>

<par>

<line> articles an**yz*d, 182 *imensions used t* evaluate the quality o* *ebsites *ere ide*tified. *rom </line>

</par>

<par>

<line> those, </line>

<line> 63 dimensions we*e used </line>

<line> only *nc*. However, we perce*ved t*at many authors would </line>

</par>

<par>

<line> rath*r *ro***e diffe*ent n*mes for the same dim*ns*on. Because o*, i* was decided to categorize </line>

</par>

<par>

<line> *he dimens*on* *si*g *reater represe*t*ti*n </line>

<line> *n the study, Quality of Information, Q*ality of </line>

</par>

<par>

<line> Se*vice and **ality of Sys*em (T*ble 5). T*us, in F*gure 4 we characterized </line>

<line> di*ension* by </line>

</par>

<par>

<line> *imilarity in three *arge groups. Numb*rs between brackets repr*sent the amount of times that </line>

<line> *h* dimension was used *t *he *8 pape*s. </line>

</par>

<par>

<line> Rev. FSA, Teresina, v. 20, n. 2, a*t. 1, p. 3-34, fev. 2023 </line>

<line> www*.f*anet.*o*.br/revista </line>

</par>

</page>

<page>

<par>

<line> Con*truct an* Survey *f the D*m*nsions used to *ss*s* the Q*ality of Commer*ial *ebsites: </line>

</par>

<par>

<line> F*gure 4. C*t*goriza*io* of *imensions *n *hree g*o*p* </line>

</par>

<par>

</par>

<par>

<line> a*. (2018) Inf*rma*ion Qu*lity *ean* * measure </line>

</par>

<par>

<line> *a*ue perceived by a custom*r of the outpu* *roduced b* a website. F*r J. *. Chen </line>

</par>

<par>

<line> (2013) *o *easu*e qu*lity of inform*tion it is i*p*rtant *o ob**rve *he </line>

<line> informativeness, </line>

</par>

<par>

<line> organ**ation and *n*er*ainment. Aut*ors highlig*t t*a* *he sit* must *ave informati*n in a </line>

<line> way that it is interpre*able, und*rstandable, easy to handle and acc*ssi*le. For Hung-Jouber* </line>

<line> (2017) i**orm**ion quality is about the conte*t of a* online system that mus* b* customize*, </line>

</par>

<par>

<line> comp*et*, relevan*, e*sy to under*ta*d and *ave. F*r *. *hou an* *ia (2018) quality </line>

</par>

<par>

<line> in*orm*tion shows the d*gree in which the cont*nt of the site is pre*ise, comple*e and </line>

<line> *ppo*tune. *n the you* resea*ch G*o an* Li (2019) highl*ght t**t Inf*rma*ion Quali*y in**udes </line>

<line> some attributes s*ch as oppor*uni*y, rele*anc* a*d p*ecision. For *hih (2004) th* quali*y of </line>

<line> in*ormation is associat*d wi*h the precision and integ*it* of th* in*ormati*n. Fina*ly, K*an ** </line>

<line> al. (2008) describes quality *f info*m*t*on as the deg*ee where the user be*ieves tha* the site </line>

<line> in*ormat**n has t*e att*ibutes o* co*tent, acc*racy, f*rm** *nd upda*e. </line>

</par>

<par>

<line> Para *waid and Wig*nd (2009) Information Q*ality *s the </line>

<line> custom*r perceptio* of </line>

</par>

<par>

<line> usefulness and quality of t*e we*site content. Aut*ors used th* usefulnes* of informati*n, </line>

<line> accuracy, fit *o tas*, up-to-dat* in order to measure th* Inf*rmation *uality. Eleanor T </line>

</par>

<par>

<line> Loiacono </line>

<line> and Lee (2006) and Kim a** St*el (*004b) *ncluded the </line>

</par>

<par>

<line> Rev. FSA, Teresina, v. 20, *. 2, art. 1, p. *-3*, fev. 2023 </line>

<line> ww*4.fsanet.com.br/revista </line>

</par>

</page>

<page>

<par>

<line> M. F. M*r*, A. K. S. Mendonça, D. F. Andrade, R. Tezza </line>

</par>

<par>

<line> dim*nsi*n Infor*ational fi*-to-task, *rom t** WebQual model, whi*h is the *ne regard*ng the </line>

</par>

<par>

<line> i* *ro*idin* informa*ion regarding the capa*i*y of a </line>

<line> si*e to provide </line>

</par>

<par>

<line> inform*tion that enhances and improve *he *sers\ task. </line>

<line> Abdallah and Jaleel (*015) used the Co*tent dimens*on, *here i* states that </line>

<line> information mu*t be p*eci*e, ne*ded and upda*ed. Loureiro (2015) used dimension </line>

<line> I*forma*ion wh*re it me*s*res o*serving the util*ty a** amo*nt of *nformation *re*ent *n the </line>

</par>

<par>

<line> site, besides *he facility o* ob*erving them. *his </line>

<line> *onc*pt was also used in Jimén*z-Barr*to </line>

</par>

<par>

<line> and C*m*o-M*rtínez (2018). Ranganathan a*d Gan*p*thy (*00*) on its I*form*tion content </line>

</par>

<par>

<line> d*mension cites </line>

<line> the availab**ity an* *om*leten*ss of information. For Barnes </line>

<line> and Vidgen </line>

</par>

<par>

<line> (*002) in*or*ation is t*e quality </line>

<line> enc*m*as*in* the adequacy of </line>

</par>

<par>

<line> *nforma**on for the r*ason* </line>

<line> *f the user, such as: *r*cisio*, *ormat and rele*ance, a conc*pt </line>

</par>

<par>

<row> c*rrobora*ed in Gounaris and Dimitriadis (*003). </row>

<row> We realized th*t mos* of th* *on*epts ** di*ensions regard*ng Quality Inf*rmati*n a*e </row>

<row> similar **d e*compa*s *va*lab*lity, update, utility and organization. </row>

</column>

<par>

<line> For *su e* al. (201*) an* Hsu et al. (2018) *ystem qu*lity refers to the ov*rall sys*em </line>

</par>

<row> perfor*anc* of a websi*e a*d can be measured by the *ase of use when shoppi*g a* an online </row>

</column>

</par>

<par>

<line> *etailer. J. V. Chen et al. </line>

<line> on th* other *and, c**ose usabil*ty and </line>

<line> availability *f the </line>

</par>

<par>

<line> s*stem to evaluate its *ua**ty. For Hung-*oubert (2017) S*stem Quality m**sures th* ease of </line>

</par>

<par>

<line> use *erceived by the users, the </line>

<line> author used *he Usab*lity, Availability, *eli*bility, </line>

</par>

<par>

<line> A*aptability, and Re*ponse *ime to mea*ure the qua*i*y of the *y*tem. F** F. Zhou and Jia </line>

</par>

<par>

<line> (2018) th* q*ality </line>

<line> of the s*stem regards </line>

<line> th* cha*a*teri*tics of avail*bility, Reli*bili*y </line>

</par>

<par>

<line> Respons* time *f the si*e. Gao and Li (2019) measured system qu*l*t* in terms *f bro*s*n*, </line>

<line> *cce*s sp**d and *isual app**l. For Shih (2004) s*stem *uality is ass*ciated with the </line>

<line> proces*ing characteristic* of the site, *uch a* the facility of payment a*d t*e pro*e**ion of u*er </line>

</par>

<par>

<line> **ta. *uan et al. (2008) defined *he *uality of th* system as </line>

<line> the degree in *h**h the user </line>

</par>

<par>

<line> be*iev*s *hat the site is ea*y to b*owse an* that the *nteraction *f the interface *s *o**ist*n*. </line>

</par>

<par>

<line> Kim a*d Stoel (200*a), Ki* and L*e (2006), *leanor * L*iacon* e* al. (*007) </line>

</par>

<par>

<line> Sun et al. (2015) used the *imension Visu*l Appeal, w*ich co*resp*nds to the a*sthetic *f t** </line>

</par>

<par>

<line> *ite, evalua*ing i* </line>

<line> the *i*e has a plea*a** design. Simila* to t*at, Lopes and Melã* (2016) </line>

</par>

<par>

<line> highlight that design regard* the way as *** si*e content i* prese*ted to users, inc**ding visu*l </line>

</par>

<par>

<line> elemen*s, s*ructure *nd or*an*z*tion. I* *his sens*, Tezza *t </line>

<line> *l. (2016) fo*nd d*mension </line>

</par>

<par>

<line> Acce*si*ility and Sys*e* U*e, </line>

<line> highlighting that this dimen*ion *f ve*i*ying group items o* </line>

</par>

<par>

<line> w*w4.f*ane*.c*m.*r/revista </line>

</par>

</page>

<page>

<par>

<line> Construct an* Surve* *f *h* Dimen***ns used *o Assess the Qua**ty of Comme**ia* *e*sites: </line>

</par>

<par>

<line> some pos*ible obs**cles for th* *ystem that ma* prevent, *onfuse or hinder the access </line>

</par>

<par>

<line> *sers. Loure*ro (2015), Jimé*ez-Bar*eto and *a*po-Mar*ínez (2*18) exp*ain that the des*gn </line>

</par>

<par>

<line> site com*r*s*s the char**t*ris*i*s ** acc**sibility, such as t** siz* of the *ite </line>

</par>

<par>

<line> pres*nc* of i*te**ction. For Rangana*han </line>

</par>

<par>

<line> design is as*ociat** with t*e ch*racteristi*s o* ease of use and browsing. </line>

<line> For *waid and Wigand (2009) th* easi*ess *f bro*sin* is insert*d in dimens*on </line>

<line> usability. I* th*s context, L. Wang et al. (2015) use* dimen*io* usability, meaning h*w much </line>

<line> a site is efficient *nd n*ce. Abdal*ah and Jaleel (**15) used dimension brow**ng regar*ing th* </line>

<line> ease of u*e a*d the intu**ive flow in the si*e. Sim**ar to that Eleanor T L*iacono et al. (2007), </line>

</par>

<par>

<line> Ki* and Stoel (20***) and Sun et </line>

<line> al. (2015) us*d *imension I*tuitive Operat*ons me*ning </line>

</par>

<par>

<line> that it i* the point in which *ro*sin* in the websit* seams e**y for the user to learn. Kim and </line>

</par>

<par>

<line> named Intuiti*eness. For L*pes an* Melã* (2016) </line>

</par>

<par>

<line> desig* chara*teri*tics </line>

<line> of the site cannot </line>

<line> qu*stions of accessibility an* </line>

</par>

<par>

<line> safety and pri*acy. </line>

</par>

<par>

<line> Thus, Soyo*ng Kim *nd Stoe* (20**), *im and Lee (2006), Loiacono, Watson, and </line>

</par>

<par>

<line> Goodhu* (2007), S*n et *l. (2015) *nd Tan*on, Aakash, an* Aggarwal (2020) </line>

</par>

<par>

<line> dimension Trust, reg*rding th* secu*ity of doi*g **ansactions in a site. *imilar to th*t, Swaid </line>

<line> and W*ga** (20*9) use* *ss*rance *bout the perc*ption of *he user re*arding *rust in the site. </line>

<line> All t*at is rel*t*d to securit* aga*n*t external threats to th* *ite. *ong and Kim (20*4) u*e* </line>

<line> external security that re*resen*s security again** external t*reats to t*e sit*. Wolfin*arger and </line>

</par>

<par>

<line> Gilly (2*03) used dimension Security and Privac* *egard*ng the securit* of </line>

<line> payments wit* </line>

</par>

<par>

<row> *r*dit card and the privacy of shared inf*rmat*on. Similar to wh*t i* us*d i* Ongsakul et *l. </row>

<row> We **rc*i*ed th*t most of the concepts of dime*s*ons r*lated *ith System *uality *re </row>

<row> *imilar an* encompass usability, ea*ine*s of use, design, response time, br*w*ing, privacy and </row>

</column>

<par>

<line> Se*v*ce Q*ality </line>

<line> For Hsu, Chang, and C*en (*012) a*d Hsu, C*en, and *uma* (20*8) Serv**e *ual*ty </line>

</par>

<row> signifies over*ll c*stomer eva*uatio*s and j*dgements about the quality of onlin* serv*ce </row>

</column>

</par>

<par>

<line> d**ivery. C*en et al. (2013) </line>

<line> li*ited the d*mens*on of quality of s*rvi*e to its trust/wa**anty </line>

</par>

<par>

<line> (knowle*ge and co*rtesy of employees with the custome** and their capacit* of transm*tting </line>

<line> trust) and empat*y (c*re and ind*vidual*zed a**ention to cl*ents). H*wever, authors *en*i** </line>

<line> that t*e qu*lity of se*v**e must be eva***ted also *y measuri*g responsiveness. For Hung- </line>

<line> Rev. FSA, Teresina PI, v. 2*, n. 2, art. 1, p. 3-34, fev. 2023 www4.fsane*.*om.b*/re*ista </line>

</par>

</page>

<page>

<par>

<line> M. F. Moro, A. *. S. Mendonça, D. F. Andrade, R. Tezza </line>

</par>

<par>

<line> Joubert (20*7), the quality of service </line>

<line> des*ribes the suppor* that a site offers to its users, </line>

</par>

<par>

<line> dependin* on Respo*siven*ss, Assura*c*, *m*athy, Rel*ab*lity, *nd Fol*ow-up S*r*ice. *or </line>

<line> Zhou *nd Jia (2018) Quality of S*rvice is ab*u* the capacities of s*rvi*e and after-*ale suppo*t </line>

<line> of the *ite. Hsu, C*en, and Kuma* (2018) hig*li*ht* t*at *uality of *ervice is *elat*d *ith the </line>

</par>

<par>

<line> *ual*ty of *eliverin* *he </line>

<line> onlin* service. F*r Gao and Li (2019b) reflects the </line>

<line> ef*icacy of the </line>

</par>

<par>

<line> *uppo*t provid*d to users for helping w*th **eir onl*ne sh*pping. T*e authors meas*re the </line>

<line> qua*ity of ser*ice using re*iability, resp*ns* capability, *arrant* and cust**iza*ion. For S*ih </line>

<line> (2*04) Quality of Se*vi*e is *he i***r**tion bet*ee* user and e-commerce and i* as*ociated to </line>

<line> *ser support and deliver* time. For K*an, Bock, and V*thanophas (2008) quality of serv*c* i* </line>

<line> d**ined as the degree in whic* the us*r believes *hat the site is *espon*ive, in*era*tive, *lear </line>

<line> about secur*ty and privacy policies and efficient on its capacity of research *n* c*mparison. </line>

</par>

<par>

<line> *or the authors, se*vice su*p*rt o* the web may </line>

<line> t*ke several forma*s, such as answering *o </line>

</par>

<par>

<line> u**r *ema*ds a*d prov*ding resources of res*arch *nd comparison. </line>

<line> Swaid a*d Wig*nd (2*09) used dimensi*n re*po*sively where it makes explicit that *t </line>

</par>

<par>

<line> *s the perception </line>

<line> o* th* cus*ome* in getting h*lp when *eeded d*e to autom*ted </line>

</par>

<par>

<line> facto*s. Kim a*d *to*l (2004) and **iac**o, Watson, and Goodhu* (*007) used dimensi*n </line>

</par>

<par>

<line> *ailored </line>

<line> Communication </line>

<line> *egardin* t*e interactio* *etween *s*rs an* co*p*ny by m*a*s of </line>

</par>

<par>

<line> that u**rs and company get *usto*ized answer*. Kim and Lee </line>

</par>

<par>

<line> (200*) us*d t*e same dimensi*n but name* as Interactivi*y, me*ning **e c***cit* of a*lo*ing </line>

<line> us*r and co*p*ny *o *ommunicate d*rectly between them. Under thi* perspe*tive, *am et al. </line>

</par>

<par>

<line> *imen*ion *ust*mer Se*vice, meanin* the </line>

</par>

<par>

<line> willingness of a*s*ering to custom**s in real tim*. </line>

</par>

<par>

<line> Eleanor T Loia*o*o et al. (2007) also uses d*mension Rela*ive Adv*ntage, regarding </line>

<line> how easier it i* to get *nfo*mati*n by means of the sit* than to contact the co*pany by offline </line>

<line> m*ans. For that, *t *s im*ortant t*at t*e user feel* trust in the s*te. *o have trust it is necessary </line>

<line> to kno* th* compa**. For that, Abdalla* and Jaleel (20*5) us* dimension C*edenti**s to </line>

</par>

<par>

<line> support </line>

<line> (mission, valu*s, te*m), b*in* **e display of information from the </line>

</par>

<par>

<line> c*mpan* (miss*on, value*, t*ams) and severa* typ*s of *onta*t *or t*e ***r to receiv* </line>

<line> informa*io*. </line>

<line> We could see that *o** of the conc*pts of di*en*ions regarding Service Q*ality are similar </line>

<line> an* incl*de tr**t in the c*mpa*y, customer s*pp*rt and response *apacity to ***rs. </line>

</par>

<par>

<line> Rev. FSA, Teres*na, v. 20, n. 2, ar*. 1, p. 3-34, fe*. *023 </line>

<line> *ww4.fsanet.com.br/**vist* </line>

</par>

</page>

<page>

<par>

<line> Con*t*uct an* ***vey of the Dimensions used to Assess *he Qual*ty of *o*mercial W*bsites: </line>

</par>

<par>

<line> 4. IDENT*FYING R*SEARCH GAPS FOR FUTURE RESEARCH </line>

</par>

<par>

<line> This rese*r** f*cused on answ*ring thr*e goa**: (i) ident*fying *he dimensions us** to </line>

<line> eval*a*e *he quality *f websites; (ii) wh*ch are th* sources *f those dimen*ions *nd (*ii) which </line>

<line> are the si**lari*ie* of the used *imensions. To *eet th* first goal, o*r research identified over </line>

<line> 100 dimensions. Regard**g t*e second goal, we identi*ied tha* model WebQ*a* of Laiaco*o </line>

<line> was the more us*d m*d*l. In *he thi*d goal, we grouped *he *ime*sions in three *roups that </line>

</par>

<par>

<line> could </line>

<line> effe**ively cap*ure all th* attribut** identified *n previous *tudie* on the qualit* of </line>

</par>

<par>

<line> websites, ba*ed on frequency and similarit*. The ana**sis derive* from </line>

</par>

<par>

<line> objectives allowed to sug*estion o* *wo m*in re*earch direction*, </line>

<line> an* these a*e dis*ussed </line>

</par>

<par>

<line> below. </line>

</par>

<par>

<line> * .1 . An approa*h more and more focused in *ustomiza*ion </line>

</par>

<par>

<line> The advanc**ent of digita* tr*nsformation increased the autonomy of *he customer over </line>

</par>

<par>

<line> transac*ions in </line>

<line> t*e sit*, making the market more *nd more co*pet*tive. Beside*, changes *n </line>

</par>

<par>

<line> cus*o* care happen *ach time faster. *urrently, compa*i** *eed o* adapting themselves to the </line>

</par>

<par>

<line> pr*files - inc*ea*ingly dem*nding </line>

<line> and multi-*onnected came to define - </line>

</par>

<par>

<line> great *r*nds of custo*e* care. N*w co*su*ers are inco*stant. At any mom*nt they may give </line>

<line> up d*ing *usiness w*th the *ompan* and opt by a co*petitor i* th* cu*tome* service *as no* </line>

<line> satisfa*t**y. With digit*l transfor*ation, f*cusing on the u*er experience became </line>

<line> indi*pensable for comp*nies aiming to ha*e success in busi**ss. Th*s way, it is necessary that </line>

<line> the m*dels in*orpo*ate *ore and more c*iteria to eval*a*e custo*er ca*e inside the site. The </line>

</par>

<par>

<line> *ew cu*tomized *are i* </line>

<line> based *n bi* </line>

<line> da*a (of*ering cust*mized </line>

<line> *roducts and services) </line>

</par>

<par>

<line> art*fi*ial intelli*en**, like ch*t-bots, t* *olve instantaneous quest*ons from users. T*ere is also </line>

<line> the integrat*on *f s*tes wit* *ocial networks and message ch*ts f*r a faster and assertive </line>

<line> Measuring **stom *are in the si** with b*s*c questions such as: "Are the q**stions </line>

</par>

<par>

<line> answered readily?" (Wolfinbarg** & Gilly, </line>

<line> 2003); "does t*e site make easier the </line>

</par>

<par>

<line> co*munication **t* **e organization" (Barnes & Vidgen, 2*02); "*oe* th* site allo*s me to </line>

<line> i*tera*t *ith it in order t* receive customized inf*rmation" (Eleanor T *o*acono e* al., 200*), </line>

<line> **es not seem so much. With *he f*st change pul*ed *y *he dig*tal transformati*n, mor* a*d </line>

</par>

<par>

<line> more techn**ogies are *vai*a*l* in </line>

<line> t*e market and *s neces*ary to measure witch tool **e it </line>

</par>

<par>

<line> *u*tomer *ses for a bett*r experience. </line>

<line> *orkzadeh *nd Dhillon (2002) when *evelopi*g th*ir r*s*arch f*und t*at users did n*t </line>

<line> seem *oncerned with customer su*port before the sale (*or instance, talking w*th * *ales </line>

<line> *e*. FSA, Teresina PI, v. 20, n. 2, art. 1, p. 3-34, fev. 2*23 ww*4.f*anet.co*.br/re*ista </line>

</par>

</page>

<page>

<par>

<line> M. F. *oro, A. K. S. Mendo*ça, *. *. Andrade, R. Te**a </line>

</par>

<par>

<line> person, having the opportunity of </line>

<line> p*rson** interaction). The aut*or* </line>

<line> highlight that those </line>

</par>

<par>

<line> construct*ons see*ed </line>

<line> to be le*s rele*a*t for the commerce by Internet and, because of that, </line>

</par>

<par>

<line> *tems regarding Qualit* *f S*rvice *e*e not i*cluded in the model. *ne y*ar later, DeLone </line>

<line> and McLean (2003) *pdat*d its mode*, *nc*ud*ng exact*y the *uality of Service, **cause the* </line>

</par>

<par>

<line> verifie* that *h* model *ith </line>

<line> attri*ut*s of information and system was not enough to capture </line>

</par>

<par>

<line> the qua*ity of a website. In a repo*t, Segment (2017) it was dem*nst*a*e* that o*ly 22% of </line>

<line> users are s*tisfied with t*e pe*son*l care that they r*ceive in a web*it*. *his way, focusi*g in </line>

</par>

<par>

<line> Ap*lic*tions *nd D**el*pment in Particul*r Se*tors </line>

<line> W* demonstrated that, al*h*ugh several *ite* of indust*ies were u*ed, the*e are no </line>

</par>

<par>

<line> m*del* neith*r *pplication </line>

<line> produc** *f hig* aggregated value in **ic* the </line>

</par>

<par>

<line> trans*c*ion is </line>

<line> not *ade *n site. Howev*r, </line>

<line> the w*bsite is u*ed </line>

<line> ** large showc*se for a </line>

</par>

<par>

<line> *omp**y to ca*ture the cust*m*r and to m*ke the t*ansactio* *atter, such as happens in sit*s </line>

<line> *f car sale and r*al e*tate. We belie** t*at the par*i*ularities of this model must b* explored, </line>

<line> by applyi*g the already existing ***e*s, identifying pro*lems an* *uilding new mode*s </line>

<line> focused *n *his type *f in**s*ry. O*her se*t*r* also have particular*ties and must be exp*o*ed, </line>

</par>

<par>

<line> su*h *s sites of </line>

<line> universities, museum*, </line>

<line> of tourist </line>

<line> attrac*i**s in gener*l), </line>

</par>

<par>

<line> teleco*munication *erv*c*s. </line>

</par>

<par>

<line> *ONCLUDING REMA*KS </line>

</par>

<par>

<line> Th* objective </line>

<line> ** this *esearch was *o present an overvi*w of studies *n th* q*ality of </line>

</par>

<par>

<line> web*ites, in *rder to id*n**fy the main d*mensio*s an* me*ho*s *f anal*s*s associated with t*e </line>

</par>

<par>

<line> evaluation of the </line>

<line> quality of we*sites. For this, we followed *he recommend*tions </line>

</par>

<par>

<line> PRISMA statem*nt for syst*ma*ic r*vie*s, revie*ing ar*icles for *heir content. In a*ditio*, </line>

</par>

<par>

<line> this review made it </line>

<line> possibl* *o identify research *ap*, whose fillin* is *uggested by </line>

</par>

<par>

<line> de**lopmen* of a res*arc* sche**le. </line>

<line> This r*v*ew was c*rried out f*c*se* on website qual*ty assessment models. The re*ie* </line>

</par>

<par>

<line> w*s limited to models t*at proposed scales </line>

<line> commer*ial *ebs*t*s, s* it was *ecided to </line>

</par>

<par>

<line> focu* on stud*e* tha* used *a*to* *nalysis, *tru*tura* Equation *odelin* a*d Item Respo*se </line>

<line> Theory. *he anal*sis of th*se method* *s supp**ted b* Barri**anal, Sicili* Urbá*, González, </line>

<line> and Hilera (2*05), who mention that t*e*e method* dem*nstrate reliability and validity for an </line>

</par>

<par>

<line> **v. FSA, Teresina, v. 20, n. 2, art. 1, p. 3-3*, fev. 2023 </line>

</par>

</page>

<page>

<par>

<line> Const*uct a** Sur*ey of the *im*nsion* u*ed to Assess the *uality of C*mmercial We*sites: </line>

</par>

<par>

<line> eva*uation scale. *o*e that **iversity, gover*ment and h*spi*al w*bsi*es, for examp*e, were </line>

<line> no* *nclud**, as th*se websites a*e often i*f**mational an* non-*r*nsacti*nal. </line>

<line> T*e re*u*ts of *his res*a*c* revealed that there *re *ore than a hundred dim*nsions use* </line>

<line> in *t*dies *o assess the quality of webs*tes, ho*ever, these di*ension* have s*milarities and </line>

</par>

<par>

<line> *herefore, in th** work they *ere group*d </line>

<line> providing a br*a* v**w o* the most used </line>

</par>

<par>

<line> dime*si**s. We id*nti*ied that **e *e*Qual model by E*eanor T Loi*cono et al. (2002) was </line>

</par>

<par>

<line> literature portfolio. WebQual was develope* in fou* stages and </line>

</par>

<par>

<line> co*sisted of fo** c*ns*r*cts, **ich ga** *ise to 12 d*mensions, which were ev*luated t*r**gh </line>

<line> 36 items. </line>

</par>

<par>

<line> D** t* t*e simila*i**es *f the dimensions *sed, we gro*p*d *he dimensions </line>

</par>

<par>

<line> gro*ps that coul* effectively capture all the at*ribu*es ident*fied in pre*ious studies *n the </line>

</par>

<par>

<line> quality of w*bsi**s, based on frequenc* </line>

<line> and s*mi*arity, whic* are: *nformation Qu**ity, </line>

</par>

<par>

<line> System Quality and Ser*ic* Q*ality. DeLone a*d M**ea* (2003) corroborate w*t* the </line>

</par>

<par>

<line> clustering of </line>

<line> *imensions, t*e </line>

<line> *uthors </line>

<line> *rgue that attempts should be made to reduce </line>

</par>

<par>

<line> *umber of diff*rent m*asu*es use* to measure the success *f *he In**r*ation Syst*m. </line>

<line> In *ddition, we also suggest *wo research directions, one focused o* customiza*io* an* </line>

<line> t*e *the* for spe*if*c sector s*te*, suc* as high value-ad*ed product sites. At first with digita* </line>

</par>

<par>

<line> transformation, it has </line>

<line> *ecom* ind*s*ensable *or </line>

<line> comp**ies that ai* to succeed in *usiness - </line>

</par>

<par>

<line> f*cus on user exper*ence. Thus, it is *ece*sa*y tha* </line>

</par>

<par>

<line> cr*te*ia *o e***uat* customer se*vi*e w*thin the site. *h*s new customi*ed s*rvice can be based </line>

</par>

<par>

<line> (offering customized products and ser*ices) and a*tificial intelligence, such </line>

</par>

<par>

<line> chat-bots, to solv* use*s' in*tant queries. I* *he se*on*, we demon**rate that *here *re </line>

</par>

<par>

<line> *odels or applications on *ites wi*h </line>

<line> value pr**ucts where t*e transac*ion is not </line>

</par>

<par>

<line> carr*ed out on site. We conclude* t*at t*e site is used as a gr*at showcase for the company t* </line>

<line> capture the customer and make the transact*on las*, a* in car and re*l *state sales websites. We </line>

</par>

<par>

<line> believe that </line>

<line> the particulariti*s of specific *e*tor webs*tes shou*d ** explored, app*yin* </line>

</par>

<par>

<line> existing model*, </line>

<line> identifying *ro*lems and building ne* m*de** focused on this type of </line>

</par>

<par>

<line> industr*. Other sec*ors *lso h**e partic*la*it*e* and should be explored, suc* ** unive*sity </line>

<line> sites, m*seums, tourist attractio**, as well as teleco*mun*cations servic*s. </line>

<line> Thi* research has *o*e limitations. First, res*lts were *estr*cted to p*blicatio*s </line>

</par>

<par>

<line> available in the da*abases Scopu* and Web of Scie*ce. Alth*ugh </line>

</par>

<par>

<line> conside*ed, ther* may be important stu*ies that are no* ind*xed on those datab*ses. Therefore, </line>

<line> f**ure resea*ch*s co*ld amplify the num*er of databas*s queried so that a broa* s*t o* papers </line>

</par>

<par>

<line> *s consi*er*d. Besides, *he insertion *f </line>

<line> o*her key-words in the init**l search m** l**d </line>

</par>

<par>

<line> Rev. FSA, Teresin* PI, *. 20, n. 2, *rt. 1, p. 3-34, fev. *0*3 </line>

<line> www*.*sane*.*om.br/revis*a </line>

</par>

</page>

<page>

<par>

<line> *. F. *o*o, *. K. S. Mendon**, D. F. Andra*e, R. T**za </line>

</par>

<par>

<line> compl**entary *erception* about th* theme. *n this se*se, an advanced com*inati*n of key- </line>

<line> wo*ds c***d *ring other approaches not *nclude* in this *esearc*. </line>

<line> ACKNOWLEDGM*NTS </line>

</par>

<par>

<line> The authors would li*e to </line>

<line> thank The Br*zili*n N*tional Council for Scient*f*c </line>

</par>

<par>

<line> T*chnolog*cal Develop*e*t (C*P*) and Coord**ati*n for the Improv*m*nt of Higher </line>

<line> Education Pers**nel (CAP*S) f*r funding t*is rese*rch project. </line>

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<line> MOR*, M. F; *ENDONÇA, A. K. S; ANDRA*E, *. F; TEZZA, R. Cons*r*ct and S*rv*y </line>

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</par>

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<line> Contribuição dos Au*ores </line>

<line> D. F. Andrade </line>

<line> R. Tezza </line>

</par>

<par>

<line> 1) conc*pção e planejamento. </line>

</par>

<par>

<line> 2) an*lis* e interpretação dos dad*s. </line>

</par>

<par>

<line> 3) el**oração d* rascunho ou na revisão crítica do conteúdo. </line>

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<line> 4) p*rt*cipação *a *pro**ç*o da ver*ã* final d* m*nuscrito. </line>

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<par>

<line> Rev. F*A, T*resina, v. *0, n. 2, *rt. 1, *. *-34, fev. 2*23 </line>

<line> www4.fsanet.com.b*/r*vis*a </line>

</par>

</page>

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