Longitudinal assessment of Web retailers : Issues from a consumer point of view

Presents results of a study to investigate reliability and consistency of e‐tailer site features when used by a browser/shopper over time. Sites are assessed for information (product, personal, company); product (search, currency, pricing); ordering (online, help, security); user friendliness; format interactivity; and homepage updates. It was found that the sites presented varied results. Discusses implications for a browser/shopper and long‐term loyalty.