Evaluating C2C e-commerce Website usability in Malaysia from users ' perspective: A case study

The main challenges of e-com merce are to attract
customers and maintain a good relationship with existing
customer as user only interact with electronic device. Therefore designing a good and usable website is the most crucial part to succeed in this highly competitive environ ment. The objectives of this study are to evaluate C2C e-com merce website usability and to study proble ms faced by potential customer in process of purchasing online. In this study, a number of university students were asked to evaluate the usability of two Malaysian C2C websites. Two local websites were chosen, one is a pro minent website and the other one is randomly picked from the internet. A framework for evaluating e-com merce usability was
implemented in this study. The website is rated based on criteria of system quality, information quality, service quality and attractiveness. Users need to complete a num ber of tasks on the websites and think- aloud was encouraged during the evaluation process. Results show a num ber of usability issues encountered by users while completing the task given. From these findings, ecom
merce developers may look at the issues seriously before
designing their e-com m erce website.