Usability of Web-based systems – A comparison of two interaction approaches

Abstract

This paper reports an empirical study that evaluated the usability of two interaction approaches used by Web-based application software. Data was collected using 107 subjects. Each participant performed the same tasks on both systems: a user-driven, form-based system and a system-driven interview-based system. The data were analyzed using factor analysis and structural equation modeling (SEM) techniques. The results showed that most users regarded the interview-based approach as a more desirable feature for a complex system. In addition, the derived usability model was useful in identifying the strengths and weaknesses of business-system Web sites such as tax-preparation sites. Additionally, the resulting usability model indicated that the reputation of the software application and its producer, the ease of use of the software, and software support were important determinants in the selection of Web-based software. By contrast, visual presentation styles and graphics were unimportant factors.