service quality & usability

This document discusses e-service quality and usability evaluation methods. It defines e-service quality according to various researchers like Zeithaml and Fassnacht & Koese. Models for evaluating service quality are presented, including SERVQUAL which measures expectations vs perceptions gaps. Usability evaluation methods like heuristic evaluation, cognitive walkthrough, interviews and field studies are also summarized. The cognitive walkthrough procedure is described in detail with example tasks.