＃13 Conceptual papers on online customer engagement
System related factors
Access system-related means about the site, the associated reliability (Küster&Vila，2011). Speed and easy for use of system-related factors are the most two important elements. Speed is important website design; users expect pages to load the page as soon as possible otherwise they will give up wait for loading.(Rose&Matthew et al,005) In particular, one of the important indicators of the same ease of use as the site design. easy for use, including whether the search engine can help users find what they are looking for in a fast enough time (Küster&Vila，2011). With the amount of information on the Internet is increasing, find useful and accurate information is becoming increasingly difficult. The content is not conducive to pile on the home page to find the user, the search engine will help solve this problem.
Content related factors
Refers to the quality of content-related information provided by the website. Content elements made of, this is the website design and marketing mix two categories. Website design including layout and colours clear the site. Colours which related to the culture to the region will takes an important part of the factors. (Cyr&Head et al ,2010) Marketing mix including brand information, product information, business information, terms information. A layout clear and easy to use website that allows users to know how to choose. In addition, because the customer needs a transparent and non-deceptive information provision. Therefore, business information, sales terms and conditions shall be included in the site design.
Service related factors
Service-related, is defined by Terminal Services (Küster&Vila，2011) proposed several ways. Security and interactive service-related factors are the most important aspect. As the Internet has become an important part of the business, our social activities, through the pages of confidential information is very important. If you worry about the loss of customer information, modify, stolen or damaged, will curb spending online. In addition, sites such as interactivity is also an important factor, for example, the power of Amazon's Web site feedback for buyers to take over the goods sold by the buyer's feedback, the seller can analyze the shortage of products and how to improve the quality of service. Potential buyers can feedback by other buyers decide whether to buy products.
Other key attributes:
References：
Cyr, D., Head. M. and Larios, H. (2010) ‘Colour appeal in website design within and across cultures: a multi-method evaluation’, International Journal of Human-Computer Studies, 68 (1/2), 1-21
Jim Davies | Michael Maoz | Patrick Stakenas.(2013) ‘The Four Attributes of Customer Engagement’, Gartner.
Ines Küster, Natalia Vila, (2011) "Successful SME web design through consumer focus groups", International Journal of Quality & Reliability Management, Vol. 28 Iss: 2, pp.132 - 154
Rose, G.M., Matthew, L. and Curran, J. (2005), “On-line waiting: the role of download time and other important predictors on attitude toward e-retailers”, Psychology & Marketing, Vol. 22 No. 2, pp. 127-51.
Rodgers, W., Negash, S. and Suk, K. (2005), “The moderating effect on on-line experience on the antecedents and consequences of on-line satisfaction”, Psychology & Marketing, Vol. 22 No. 4, pp. 313-31.
