The focus of the research described in this paper was to identify the key quality factors in Web site design and use. From the factors identified, a conceptual model has been developed to assess how a Web site can deliver what its users expect. The model is based on: ease of use, customer...

A questionnaire sent to facilitators of 12 engineering companies and thence distributed to operational blue‐collar circles resulted in a 68 per cent response rate and established that the expectations, their realisation, the benefits, training, co‐operation and participation of all parties...