Abstract/Summary

Previous research for The Henley Centre for Customer Management found that online experience consisted primarily of thirteen themes and 83 indicators of those themes. This years’ research has explored the web quality literature. A systematic review of the field revealed a range of scales that have been used to measure web quality. One web quality scale has been explored in detail, presented with a methodology for members to implement this in survey format. When compared with our findings from last years research the web quality literature only partly accounts for a customers’ total experience online. Early Spring 2009 The Henley Scale for Online Experience will be tested using participating member organizations.