Usability Review of Corporate Websites: Case of Product Versus Service Sectors in Malaysia

Abstract

Marketing and electronic commerce literature abound in criteria that contribute to the success of an online marketing website. Collectively the factors that contribute to the success of a website are known as the usability factors of websites. This chapter discusses seven of these usability factors that affect the Overall Web Usability OWU, mainly examining the online industry in Malaysia. The extent of online security technology used, users' perception of online safety and security is also discussed. The chapter presents a comparative review of usability evaluations of websites from industries promoting and selling products online, versus websites of industries those promoting and selling services online. It presents a critical review of product-based websites usability versus service-based websites usability.