A design science research approach to website benchmarking

Abstract

Purpose

Literature-identified website benchmarking (WB) approaches are generally time consuming, survey based, with little agreement on what and how to measure website components. The purpose of this paper is to establish a theoretical approach to WB. A comprehensive design science research methodology (DSRM) artifact facilitates the evaluation of the website against the universal set of benchmark components. This knowledge allows managers to gauge/reposition their websites.

Design/methodology/approach

DSRM establishes a website analysis method (WAM) artifact. Across six activities (problem identification, solution objective, artifact design/development, artifact demonstration, artifact evaluation, results communication), the WAM artifact solves the DSRM-identified WB problem.

Findings

The WAM artifact uses 230 differentiated components, allowing managers to understand in-depth and at-level WB. Typological website components deliver interpretable WB scores. Website comparisons are made at domain (aesthetic, marketing, technical) and/or functional levels.

Research limitations/implications

New/emergent components (and occasionally new functions) are included (and redundant components removed) as upgrades to the DSRM WAM artifact’s three domains and 28 functions. Such modifications help keep latest benchmarking comparisons (and/or website upgrades) optimized.

Practical implications

This DSRM study employs a dichotomous present/absent component approach, allowing the WAM artifact’s measures to be software programmed, and merged at three different levels, delivering a useful WB tool for corporates.

Originality/value

DSRM identifies the benchmarking problem. Rough-cut set-theory and mutual-exclusivity of components allow the causal-summing of typological website components into an objective WAM artifact WB solution. This new, comprehensive, objective-measurement approach to WB thus offers comparative, competitive, and website behavioral implications for corporates.

Citation

Cassidy, L. and Hamilton, J. (2016), "A design science research approach to website benchmarking", Benchmarking: An International Journal, Vol. 23 No. 5, pp. 1054-1075. https://doi.org/10.1108/BIJ-07-2014-0064