Opportunities to enhance a commercial website

Hakman A. Wan

Research output: Contribution to journalArticlepeer-review

112 Citations (Scopus)


This article describes a framework of analysis that categorizes features of website design in a matrix of business functions versus customer values. The framework supports a development plan for a commercial website that may involve all aspects of a transaction. It also includes examples of Web features that could be evaluated from the visitor or customer perspective. As customers might have a different view from the company, the framework chooses Web features that are directly related to customer values: those which may bring only strategic advantages to the company but are intangible to customers are deliberately ignored.

Original languageEnglish
Pages (from-to)15-21
Number of pages7
JournalInformation and Management
Issue number1
Publication statusPublished - Oct 2000


  • E-marketing
  • E-services
  • E-transaction
  • Process-value matrix
  • Web attributes


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