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How users Interact with Commercial Websites using Smartphones?: Empirical Investigation using Protocol Analysis


  • Computer Engineering Major, Dongseo University, Busan - 617-716, Korea


Background/Objectives: There have been few investigations and explorations about the usability analysis of a Web based application on various emerging devices and platforms including Smart TV, Tablet PC, and Smartphones. Methods/ Statistical Analysis: We investigate the usability of websites interfaces of commercial websites based on three criteria, namely, interactivity, content, navigations. We adopt ANOVA analysis to detect the difference among the features provided by participants. Those features are classified into three groups. We basically categorize those issues based on systematic evaluation strategies: navigations category, interactivity, and content. We have found that more than ten issues adversely affect website usability in significant degree among the thirty issue arranged by participants. Findings: The results report confirmation of the significances of the discovered usability problems attached with the current mobile web design that influence the usability and interaction of consumer with commercial website accessed via smart devices. Although we did not incorporate direct scales of processing fluency such as finger expansion navigating through website pages and some signal reactions while participants engaging in the assignment. However, the results indicate that the current commercial web design strategy is lacking to some fundamental guidelines. It is significant noticing that the usability problem presented in this research is alarming web designer of special design awareness which positively affecting consumer response and satisfaction. This study is not only replicating usability problem findings effect in previous studies but also it explores and determines the severity of these problems findings influencing on consumers. Extending previous study findings help to clarify to designer the influential impacts of these problems for shoppers accessing website via smart devices. The effects of these different usability problems are quantified by participants needs for a convenient method of interacting with commercial sites. Improvements/Applications: Several painful issues are identified such as: (1) website is presenting small fonts; (2) unavailability of item viewers; (3); awkward item presentation; (4) lengthy menus; (5) multitude of clicks to reach the final stage of the transaction.


Commercial Websites, Protocol Analysis, Smart Devices, Usability, User Experience.

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