Development of a Web Site Usability Instrument Based on Iso 9241-11

The importance of Web site usability is apparent. Previous studies have found that a usable Web site creates a positive attitude toward online stores, increases stickiness and revisit rates, and eventually stimulates online purchases. A usable Web site also provides benefits to e-business by reducing website development, support, and maintenance costs. The ISO 9241-11 standard for usability has been one of the standards for defining usability in several areas, particularly that of Web sites. This study builds on Quesenbery's reformulation of the ISO 9241-11 standards for Web site usability by developing an instrument to measure its dimensions. The results of the study found an appropriate instrument for Web site usability that showed some nomological validity, although raising questions about its comprehensiveness as a measure of all important dimensions of usability.