Purpose– The purpose of this paper is to study how web site quality affects traffic performance.
Design/methodology/approach– An experimental design is employed to study how web quality affects traffic performance. A revamping of the experimental web site was used as the treatment, targeting visitors' perceived quality of the web site. Four traffic performance measures, page: views, visitor count, daily registrations, and average duration are tracked, and t‐tests are performed on pre‐treatment and post‐treatment data.
Findings– The analysis shows very positive responses among members; visitor count, page views and average duration increased for opt‐in and opt‐out members. For visitor count, even non‐members showed increases. However, daily registration, which measures how many non‐members become members each day, did not change. Non‐members visited more, but neither viewed more pages, nor stayed longer. Average duration is identified as the key factor for discerning visitor groups.
Industrial Management & Data Systems, 105(6),737-751