Exploring the impacts of age and usage experience of e-service on user perceived web quality

Abstract

Prior studies have shown that while older adults use web or e-service, they tend to rely on user accessibility guidelines or friendly web appearance. For instance, older people have difficulty reading text presentations more than younger readers. Inappropriate design decisions might create barriers for older people. However, this causality might not be entirely resulting from age. This study found that the usage experience of e-service is also strongly associated with the requirements of web quality for users as well. The empirical study was conducted on a sample of 318 users of using web services. The results reveal that the requirements of web quality (including web appearance, context quality, and technical adequacy) between older and younger adults are not significantly different. Instead, users with low usage experience require greater web quality than experienced users.