An Australian Winery B2C Website Design Framework and Contributing Factors to the e-SQ Gaps

Abstract

A business-to-consumer (B2C) website design framework has been developed to assist Australian wineries in creating new, or modifying existing, websites to facilitate B2C electronic commerce. The framework was developed and refined using information from numerous sources. The final refinement was predominantly based on information derived from surveys of winery customers. The framework enables the identification of electronic service quality (e-SQ) gaps present in Australian wineries. In addition, it is envisaged that the framework will enable a structured approach to customer-centric website development. This paper presents the development of this framework and outlines the contributing characteristics to e-SQ gaps in Australian wineries.