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Website User Friendliness Q1 Job Portal Report

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The Website User Friendliness Job Portal Report studies, interprets, evaluates, measures and reports the ‘user-friendliness’ of a website taking into account both in its look factors as well as its …

The Website User Friendliness Job Portal Report studies, interprets, evaluates, measures and reports the ‘user-friendliness’ of a website taking into account both in its look factors as well as its usability factors. The study helps the online players measure, quantify and benchmark the ‘user friendliness’ and ‘usage satisfaction’ of their website vis-à-vis the key competing websites across six generic portals. The study is done among top five Job Search Portals .

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  • 1. Website User Friendliness Study
  • 2. Job Portal Website User Friendliness Study Job Portals Report Jan-Mar ‘08 2
  • 3. Website User Friendliness Study © copyright JuxtConsult
  • 4. Job Portal 4
  • 5. Website User Friendliness Study Table of content Introduction .............................................................. 1 Methodology.............................................................. 2 Category Websites Tested.............................................. 8 Findings: Website User Friendliness Aggregate Scores - Overall ............ 10 Website User Friendliness Sub Parameter Scores - Overall....... 11 Website User Friendliness Perceptual Map – Overall .............. 12 Average Ratings on the Individual Parameters - Overall.......... 13 Rating Dispersions by Individual Attributes ......................... 14 Relative Importance of the Individual Criteria ..................... 25 Website User Friendliness Aggregate Scores – Website Users .... 26 Website User Friendliness Sub Parameter Scores – Website Users ............................................................................ 27 Website User Friendliness Perceptual Map – Website Users ...... 28 Average Ratings on the Individual Parameters – Website Users . 29 Rating Dispersions by Individual Attributes ......................... 30 Relative Importance of the Individual Criteria ..................... 41 Website User Friendliness Aggregate Scores – Website Non Users ............................................................................ 42 Website User Friendliness Sub Parameter Scores – Website Non Users...................................................................... 43 Website User Friendliness Perceptual Map – Website Non Users 44 Average Ratings on the Individual Parameters – Website Non Users...................................................................... 45 Rating Dispersions by Individual Attributes ......................... 46 Relative Importance of the Individual Criteria ..................... 57 Respondent ProfileDemographic Profile............................. 58 Demographic Profile ................................................... 59 Socio Economic Profile................................................. 63 Economic Profile........................................................ 65 Net Usage Dynamics.................................................... 67 WUF Index Ranking of Websites by User Segments ................ 68 Sample Sizes............................................................. 75
  • 6. Job Portal 6
  • 7. Website User Friendliness Study Introduction Internet users rarely bother to complain about the poor quality or experience of a website. They just ‘switch’ to an alternative website. Yet most websites do little to track their user’s experience and perceptions about their websites on various critical parameters - be it the appeal of their user interface, ease of navigation and task completion, or the satisfaction derived from the actual usage experience. To precisely fill this gap JuxtConsult has introduced its ‘Website User Friendliness’ syndicated study. The study helps the online players measure, quantify and benchmark the ‘user friendliness’ and ‘usage satisfaction’ of their website vis-à-vis the key competing websites. The study is unique in its methodology as it takes the concept of ‘usability testing’ of a website online – it makes the users use a website and give the feedback on its usage experience in ‘live’ online environment. The user feedback is real time and based on actual usage of the website. In order to define and measure what really makes a website ‘user- friendly’, we looked at a simple and interesting parallel of what makes a person seem ‘friendly’. In human interaction, we identify someone as ‘friendly’ only when that person firstly ‘looks’ friendly to us and then ‘behaves’ friendly towards us. When it comes to our interaction with websites, our expectations and behaviors are no different. We identify or treat a website as ‘friendly’ only when it both looks pleasant and acceptable to us and is easy and convenient to use. That is, A User friendly website Looks friendly + Behaves friendly To ‘look’ friendly, a website must be identifiable, appealing, relevant, and pleasant in its appearance. On the other hand, to ‘behave’ friendly a website must enable the task a user has come to perform on the website in a convenient, smooth, orderly and satisfactory manner. Accordingly, this study interprets, evaluates, measures and reports the ‘user-friendliness’ of a website taking into account both in its look factors as well as its usability factors. 1
  • 8. Job Portals Methodology The JuxtConsult ‘Website User Friendliness’ model Any comprehensive measure of ‘user-friendliness’ of a website must cover all key aspects that determine its ‘user-interface’ (looking friendly) as well as its ‘usage experience’ (behaving friendly). At a broad level, we at JuxtConsult defined these key aspects as follows: User Interface (look friendly) Usage Experience (behave friendly) Visually appealing Easy to access Distinctly identifiable Easy to locate relevant information Organized interface Easy to comprehend information Relevant content Easy to navigate and conduct a task Better quality of content Offer relevant and adequate solutions Facilitate satisfactory completion of task Consistent in performance Highly interactive and responsive In order to identify the precise and measurable attributes under each of these aspects, we carefully mapped the typical flow of the ‘interaction’ a user usually has with a website. In doing so we identified 6 typical stages of interaction a user has with a website (and therefore, 6 critical aspects that need to be measured to arrive at any comprehensive evaluation of ‘user-friendliness’ of a website): The user accesses the website (Accessibility) Finds the website appealing (Likeability) Finds the content relevant (Relatability) Is able to smoothly navigate on the website (Navigability) Finds the website responsive when needs assistance/help (Interactivity) Is able to complete the task/purpose for which he/she visited the website in the first place (Task accomplishment) Digging a little deeper in these 6 critical areas we identified 19 individual parameters that required to be measured to make the model a fairly comprehensive one. The parameters related to ‘e-commerce’ and ‘transactions’ were not included in the ‘generic model’ per se (to retain its universality), but have been considered separately as the 2
  • 9. Website User Friendliness Study ‘seventh’ critical aspect of measuring user friendliness of the ‘e- commerce’ websites. The following graphics outline the precise ‘website user friendliness’ measuring and rating schema used in the JuxtConsult model and in bringing out these reports: © The Model The Website – User The Measures The User Friendliness Criteria Interaction Points Browser compatibility Accessibility Download time Is the website easy to access? Technical Distinctiveness (branding) Layout and interface Aesthetics (color, text, graphics) Likeability Does it look appealing? Identification with the website Design Ease of comprehension Relevance/Adequacy of content Relatability Is the content relevant and distinct? Content distinctiveness (quality) Content Ease of locating task info Ease of conducting the tasks Navigability Is it easy to use? Inter-page consistency in design Task Flow and flow Navigational cues and helps Error rate / error recovery Interactivity Is it able to assist the user when needed? Contacability (and responsiveness) Assistance Sense of security in using the site Level of task completion (success) Task Accomplishment Timeliness of task completion Is the user able to accomplish the task? Solution Adequacy of task compl. (satisfaction) 3
  • 10. Job Portals © User Friendliness Measuring Schema 3. Distinctive in identity (branding) 4. Presentation of content (layout) 10. Ease of locating task info 5. Aesthetics (color, text, graphics) 11. Ease of conducting the task 6. User identification with the site 12. Navigation flow between pages 16. Timeliness of task completion 7. Ease of comprehension 13. Navigational cues and helps 17. Quality of usage experience 1. Browser Compatibility 8. Relevance of content 14. Error recovery 18. Perceived sense of security in usage 2. Download Time 9. Relative quality of content 15. Customer responsiveness 19. Brand preference creation Site is likeable and relevant Site is easily accessible Site is easy to use with hassle-free navigation Site delivers task accomplishment Design Appeal Ease of Access Ease of Usage Usage Satisfaction Appeal Index Accessibility Index Navigability Index Satisfaction Index User Friendly Experience User Friendly Interface User Friendly Interface Index (UFEX) User Friendly Experience Index (UZEX) Website User Friendliness Category Level Website User Friendliness Index (WUF) 4
  • 11. Website User Friendliness Study As shown in the schema, the 19 individual parameters that determine the overall user friendliness of a website have been clustered together into 4 ‘sub index’ measuring the ‘accessibility’, ‘appeal’, ‘navigability’ and ‘usage satisfaction’ index of a website. Hereafter these are combined to arrive at two higher level ‘user interface’ and ‘user experience’ Index and eventually into the overall ‘website user friendliness’ (WUF) index of a website. The model thereby allows various websites in a category/vertical to be evaluated, compared, benchmarked and ranked on various aspects of their ‘user-friendliness’ in an objective manner (based on the index score derived from actual ‘ratings’ of these websites by their existing and potential users). The online survey To test and get the websites rated on these 19 parameters and some other identified aspects of ‘user friendliness’ by their existing and potential users, an online survey methodology based on ‘live’ usage and rating of websites was used. The online survey was conducted using JuxtConsult’s own online user panel (www.getcounted.net) as well as using a ‘survey ad campaign’ on Google Ad Sense (contextual search ads). The online survey was conducted using an e-questionnaire segmented into three sections. The first section had a ‘screener questionnaire’ that was used to identify the ‘users’ of an online category, and of the various websites being tested within that category. Then the identified ‘users’ and ‘non-users’ (taken as potential users) of the various websites were taken to the respective websites for ‘live’ usage. This was done by providing the ‘URL links’ of these websites within the questionnaires. Half the respondents (of both existing and potential users of the website) were asked to surf the ‘homepage’ and the other half to ‘complete a simple assigned task’ on the website1. This split was done to keep the length of the ‘live’ usage sessions within reasonable time limit, so that including the feedback-giving time (questionnaire filling), the whole session does not become too long for the respondent. In this way we tried to minimize the impact of any possible ‘response fatigue’ in the survey to the extent it is possible to do so in such surveys. To ensure a statistically healthy representation and calculation of the ratings (and indices) for each website in the study, a minimum sample quota of 120 ‘reported response’ per website was fixed. This is the sample size on which the user friendliness index calculations are based. 1 The tasks that the respondents of the Job Portal category were asked to perform were – 1) search for a job posting of your interest on the website, 2) upload your resume on to the website, and 3) check for career tips in your area of interest on the website. 5
  • 12. Job Portals However, because of a break up of ‘live’ usage between the ‘only homepage surfing’ and ‘only an assigned task completion’, each respondent were to give only ‘part’ rating of the website. This meant that in practice it would take 2 respondents (one of homepage and one of task) to compete one rating of a website as per the JuxtConsult Model. Accordingly, in sample collection, the quota per website was doubled to 240 respondents per website. The eventual break up of the samples as ‘set’ per website and between its existing users and non- users (potential users) was as follows: Table 1: Sample size by websites Sample Base Users Non-users Total Monster Home page 60 60 120 Task 60 60 120 Jobstreet Home page 60 60 120 Task 60 60 120 Clickjobs Home page 60 60 120 Task 60 60 120 Timesjobs Home page 60 60 120 Task 60 60 120 Naukri Home page 60 60 120 Task 60 60 120 Total Category 600 600 1,200 Further to ensure that we report only those responses that are based on actual, and to an extent, sincere ‘live’ usage of the website, firstly the time taken to check/use the website was measured (from the time of clicking the URL link on the questionnaire to the time of answering the first feedback question). Thereafter, we decided to exclude from reporting those respondents who took less than 3 minutes to ‘surf the homepage’ and less than 5 minutes to ‘complete the assigned task’ on the website. For the 19 individual parameters, except for browser compatibility, the ratings for the rest 18 parameters were taken directly from the respondents. For rating on browser compatibility, websites were tested internally at JuxtConsult by its own technical team on various popular internet browsers and then rated accordingly. The browsers on which the website opening was tested were – Internet Explorer, Firefox, Netscape and Opera. For the rest 18 parameters where users’ gave the ratings directly, all ratings were taken on a ‘5 point qualitative scale’. For each parameter, respondents were asked to choose one of the five statements given as ‘options’. The five statements ranged from the most positive statement about that attribute on that website to the most negative statement about that attribute on that website. Of these 18 parameters, only one parameter’s response was taken from the respondents ‘past usage’ of the website (therefore asked only to the ‘users’). This parameter was customer responsiveness (measured as timeliness and appropriates of response to any query they may have made on the website in the past). On all the other 17 parameters the 6
  • 13. Website User Friendliness Study respondents were asked to give their ratings basis the ‘live’ usage experience and in real time. Eventually, Index numbers were calculated and derived from the individual parameter level rating, with each level index having its own calculated scale (depending on the number of individual parameters included under that index). The sample bases of various websites were equalized while calculating their website user friendliness index to ensure that there are no sample size biases in the reported findings. In the online questionnaires, a response format of ‘clicking’ a single or multiple options among the various given options was used for most questions. Wherever relevant, it was also possible for a respondent to answer ‘none’, ‘not applicable’ or ‘any other’. To enlist complete and sincere responses, an incentive of a significant cash prize was also announced to be given to one randomly selected respondent at the end of the survey. The questionnaire were pre-tested and timed to take approximately 15- 20 minutes for a respondent to complete depending on the speed of comprehension and answering of the questions. The questionnaire was structured and designed to reduce the level of ‘respondent fatigue’ to an extent that was practically possible. Over 1,400 unduplicated and clean responses were collected from the online survey for the 5 websites being tested under the Job Portal category (in about 3 weeks of time for which the survey was ‘live’ online). After further cleaning of the data for the actual time spent on surfing the homepage/completing the task on the websites 1,160 responses were finally found to be valid and used in creating this report. The valid and usable data was then made representative of the entire online urban Indian population by using appropriate 'demographic multipliers’ using highly authentic Govt. of India population statistics. The weights used were derived from the JuxtConsult’s India Online 2007 study and are based on 3 highly relevant demographic parameters – SEC, town class and region. The end result is that the findings of this report possibly represent the ‘voice’ of over 24 million online urban Indians. Further, the findings represent and effectively cover internet users from all SEC groups, all age groups above 12 years, all income groups and all types of town classes (right down to 20,000 population size level towns)2 . 2 For more details on the demographic and socio-economic profile of the respondents see the ‘Respondent Profile’ section of this report. 7
  • 14. Job Portals Category Websites Tested Naukri (www.naukri.com) Monster (www.monster.com) Timesjobs (www.timesjobs.com) Clickjobs (www.clickjobs.com) Jobstreet (www.jobstreet.com) 8
  • 15. Website User Friendliness Study Findings 9
  • 16. Job Portals Website User Friendliness Aggregate Scores - Overall Table 2: Website user friendliness index (WUF) - overall Brands WUF Index Relative Index Naukri 8.3 100% Clickjobs 7.9 95% Monster 7.8 95% Jobstreet 6.8 82% Timesjobs 6.5 79% Base: 1,160 Table 3: User friendly interface index (UFEX) - overall Brands UFEX Index Relative Index Naukri 4.7 100% Monster 4.5 95% Clickjobs 4.4 94% Jobstreet 3.9 81% Timesjobs 3.7 78% Base: 1,160 Table 4: User friendly usage experience index (UZEX) - overall Brands UZEX Index Relative Index Naukri 3.5 100% Clickjobs 3.4 97% Monster 3.4 95% Jobstreet 2.9 82% Timesjobs 2.8 79% Base: 1,160 10
  • 17. Website User Friendliness Study Website User Friendliness Sub Parameter Scores - Overall Table 5: Accessibility index (overall) Brands Accessibility Index Relative Index Naukri 2.6 100% Monster 2.5 95% Clickjobs 2.4 92% Jobstreet 2.1 81% Timesjobs 2.0 78% Base: 1,160 Table 6: Appeal index (overall) Brands Appeal Index Relative Index Naukri 2.2 100% Clickjobs 2.1 95% Monster 2.0 94% Jobstreet 1.7 81% Timesjobs 1.7 78% Base: 1,160 Table 7: Navigability index (overall) Brands Navigability Index Relative Index Clickjobs 1.3 100% Monster 1.2 93% Naukri 1.2 92% Jobstreet 1.0 78% Timesjobs 1.0 77% Base: 1,160 Table 8: Usage satisfaction index (overall) Brands Satisfaction Index Relative Index Naukri 2.3 100% Monster 2.1 92% Clickjobs 2.1 91% Jobstreet 1.9 81% Timesjobs 1.8 77% Base: 1,160 11
  • 18. Job Portals Website User Friendliness Perceptual Map – Overall .2 Monster .1 Ease of Access Timesjobs Ease of Usage 0.0 Jobstreet Design Appeal Naukri Clickjobs Attribute Usage Satisfaction -.1 -.3 -.2 -.1 -.0 .1 .2 .3 Brand 12
  • 19. Website User Friendliness Study Average Ratings on the Individual Parameters - Overall Table 9: Summary table - overall Ratings (on a 5 point qualitative scale) Monster Jobstreet Clickjobs Timesjobs Naukri Browser Compatibility 5.0 5.0 5.0 5.0 5.0 Download Time 4.4 4.3 4.4 4.5 4.3 Accessibility Index 2.5 2.1 2.4 2.0 2.6 Distinctive in identity (branding) 3.3 3.4 3.4 3.3 3.4 Presentation layout of the home page 3.3 3.4 3.4 3.3 3.4 Presentation layout of the task page 4.2 4.3 4.5 4.2 4.4 Aesthetics of graphics on the homepage 3.0 3.1 3.1 3.1 2.7 User identification with the site 4.1 4.0 4.2 4.2 3.7 Ease of comprehension 4.0 4.1 4.2 4.2 4.1 Relevance of content 4.2 4.2 4.2 4.5 4.3 Relative quality of content 4.3 4.3 4.2 4.4 4.3 Appeal Index 2.0 1.7 2.1 1.7 2.2 Ease of locating task info 4.0 4.3 4.4 4.1 4.3 Ease of conducting the task 4.0 4.1 3.9 3.9 4.1 Navigation flow between pages 4.1 4.4 4.4 4.1 4.3 Navigational cues and helps 4.1 4.4 4.4 4.1 4.3 Error recovery 4.4 4.5 4.4 4.2 4.2 Appropriateness of response to queries 4.7 4.7 4.5 4.5 4.8 Timeliness of response to queries 4.7 4.5 4.4 4.5 4.2 Satisfaction with query resolution 4.7 4.2 4.3 4.4 4.5 Navigability Index 1.2 1.0 1.3 1.0 1.2 Timeliness of task completion 4.0 4.1 4.1 3.8 4.1 Quality of the usage experience 4.0 4.3 4.1 4.1 4.0 Perceived sense of security during usage 4.1 4.3 4.3 4.3 4.3 Creation of brand preference 4.4 4.5 4.5 4.5 4.5 Satisfaction Index 2.1 1.9 2.1 1.8 2.3 UFEX Index 4.5 3.9 4.4 3.7 4.7 UZEX Index 3.4 2.9 3.4 2.8 3.5 WUF Index 7.8 6.8 7.9 6.5 8.3 Base: 1,160 Note – Individual ratings are based on a 5 point qualitative scale. For each parameter respondents were asked to choose 1 out of the 5 mentioned statements, which ranged from the most positive statement to the most negative statement. Index numbers are derived numbers from the ratings, with each level index having its own calculated scale and not adhering to any standard numeric scale. 13
  • 20. Job Portals Rating Dispersions by Individual Attributes Chart 1: Download time (overall) JFM '08 Extremely slo w 0% 1% 1% 3% 2% 100% 4% 4% 4% 8% 1% 11% 11% 9% 7% 14% Fairly slo w 24% 75% 24% 25% 25% 32% Neither fast no r 50% slo w 64% Reaso nably fast 60% 60% 56% 52% 25% A dequately fast 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 598 Chart 2: Distinctive in identity (overall) Didn't no tice the lo go JFM '08 1% at all'. 2% 2% 100% 8% 10% 2% 6% 7% 9% 7% 10% 9% 6% I had to search fo r the 6% 6% lo go 75% 21% 35% 28% 25% 31% I spo tted it but o nly after a while 50% It was pro minent and I 62% spo tted it easily 55% 56% 52% 25% 47% It was the first thing that I no ticed o n the 0% page M o nster Jo bstreet Clickjo bs Timesjo bs Naukri Base: 598 14
  • 21. Website User Friendliness Study Chart 3: Presentation of the home page (overall) JFM '08 Extremely haphazard 0% 1 0% 0% 0% and badly presented 2% 2% 100% % 4% 2% 9% 15% 1% 1 17% 1% 1 5% Fairly diso rganized and ill presented 75% 34% 37% 39% 38% 41% Just average in o rganizatio n and 50% presentatio n Fairly well o rganized and presented 51% 25% 48% 46% 46% 42% Extremely well o rganized and neatly 0% presented M o nster Jo bstreet Clickjo bs Timesjo bs Naukri Base: 598 Chart 4: Presentation of the task page (overall) JFM '08 Extremely untidy and 0% 0% 0% 1% 0% 2% 3% 100% 4% 0% 4% 1% cluttered 17% 12% 22% 16% Fairly untidy 75% 43% 29% 35% 30% 33% A veragely presented 50% Fairly well presented 54% 53% 25% 50% 48% 44% Very well presented 0% M onster Jobst reet Clickjobs Timesjobs Naukri Base: 598 15
  • 22. Job Portals Chart 5: Aesthetics of text (overall) JFM '08 It has to o little co ntent 100% 1% 2% 3% 8% 11% and lo o ks empty 24% 13% 28% 33% 75% 29% It has to o much text and lo o ks cluttered 50% 80% 75% 70% 64% 60% 25% It has just the right amo unt o f text and lo o ks fine 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 598 Chart 6: Aesthetics of graphics (overall) JFM '08 100% 15% To o few 19% 19% 20% 28% 75% 42% Neither engage me 41% 50% 71% no r distract me 71% 73% 25% 44% To o many 31% 10% 10% 8% 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 237 16
  • 23. Website User Friendliness Study Chart 7: User identification with the site (overall) JFM '08 Its just o ppo site o f my style and perso nality 1% 2% 100% 5% 4% 9% 3% 7% 2% 8% 14% 11% 8% I find it difficult to 10% 23% relate to it 15% 75% 25% 36% 39% I can live with it 27% 50% 42% I can relate to it to so me extent 53% 25% 47% 43% 42% 26% It matches my style and perso nality 0% co mpletely M onster Jobstreet Clickjobs Timesjobs Naukri Base: 598 Chart 8: Ease of comprehension (overall) JFM '08 Extremely difficult 1% 3% 100% 3% 4% 6% 3% 2% 10% 7% 3% 7% 8% 14% 21% Quite difficult 21% 75% 29% 40% 31% 31% 23% Neither easy no r 50% difficult Reaso nably easy 53% 25% 46% 47% 47% 42% Extremely easy 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 598 17
  • 24. Job Portals Chart 9: Relevance of content (overall) JFM '08 A lmo st irrelevant 1% 0% 1% 0% 1% 100% 5% 1% 2% 3% 1% 5% 12% 9% 21% 19% Lo w relevance 75% 34% 46% 45% 33% 38% A veragely 50% relevant Fairly relevant 58% 25% 45% 41% 40% 40% Highly relevant 0% M onst er Jobstreet Clickjobs Timesjobs Naukri Base: 598 Chart 10: Relative quality of content (overall) JFM '08 Significantly inferio r 0% 1% 1% than the o ther 4% 100% 4% 2% 3% 6% 5% 4% 1% websites 13% 13% 9% 13% Somewhat inferio r than the o ther 75% 40% 28% websites 32% 31% 31% Same as o ffered by the o ther websites 50% Somewhat better than 56% 53% 52% 52% the o ther websites 25% 50% Significantly better than the o ther 0% websites M onster Jobstreet Clickjobs Timesjobs Naukri Base: 598 18
  • 25. Website User Friendliness Study Chart 11: Ease of locating task info (overall) JFM '08 Extremely difficult 0% 2% 3% 2% 100% 4% 2% 4% 3% 5% 4% 9% 16% 13% 18% 18% Fairly difficult 23% 75% 26% 29% 32% 33% Neither easy no r 50% difficult 63% Fairly easy 55% 53% 25% 42% 41% Very easy 0% M onster Jobst reet Clickjobs Timesjobs Naukri Base: 563 Chart 12: Ease of conducting the task info (overall) JFM '08 Faced lo ts o f difficulty 1% 2% 1% 3% 4% 100% 3% 5% 4% 5% 11% 18% 19% 19% Faced so me difficulty 37% 23% 75% but was able to co mplete the task 27% 36% 30% Neither easy no r 26% 50% 21% difficult Fairly easy with o nly 25% 46% 42% so me mino r irritants 40% 40% 39% Extremely easy and 0% hassle-free M onster Jobstreet Clickjobs Timesjobs Naukri Base: 563 19
  • 26. Job Portals Chart 13: Navigation flow between pages (overall) JFM '08 Relevant page did no t 1% 2% 2% 100% 5% 6% 4% 6% o pen at all 6% 3% 3% 3% 6% 5% 16% 7% Faced lo t o f 22% 28% 75% pro blems 34% 35% 43% Neither freely no r with 50% difficulty 68% 61% M o re o r less freely 54% 25% 46% 37% Co mpletely freely 0% M onster Jobst reet Clickjobs Timesjobs Naukri Base: 563 Chart 14: Navigation clues and helps (overall) JFM '08 Relevant page did 1% 2% 2% 100% 5% 6% 4% 3% 6% no t o pen at all 3% 3% 6% 6% 5% 16% 7% 22% Faced lo t o f 75% 28% 34% pro blems 35% 43% Neither freely no r 50% with difficulty 68% 61% M o re o r less freely 54% 25% 46% 37% Co mpletely freely 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 563 20
  • 27. Website User Friendliness Study Chart 15: Error recovery (overall) JFM '08 Co uldn't reso lve and 0% 2% 2% 3% 100% 5% 6% 2% failed to co mplete the 3% 1% 8% 8% 7% 6% task 9% 10% Reso lved with great 75% 35% 29% 31% difficulty 25% 22% Enco untered but 50% reso lved with website help instructio ns 59% 57% Enco untered erro r but 57% 57% 55% 25% reso lved o n my o wn Did no t enco unter any 0% erro r at all M onster Jobstreet Clickjobs Timesjobs Naukri Base: 563 Chart 16: Appropriateness of the response (overall) JFM '08 There was no 0% 0% 0% 2% 2% 1% 100% 0% 1% 5% 2% 1% respo nse at all 3% 4% 6% 2% 17% 18% 10% 20% 32% Received o nly auto - 75% reply, no thing thereafter They respo nded but 50% did no t reso lve the 82% 82% 78% query 71% 64% Query was reso lved 25% o nly partially Query was reso lved 0% co mpletely M onster Jobstreet Clickjobs Timesjobs Naukri Base: 261 21
  • 28. Job Portals Chart 17: Timeliness of response (overall) JFM '08 0% 0% 1% Did no t receive any 100% 1% 0% 6% 5% 1% 5% 1% 6% 1% 0% respo nse at all 9% 14% 26% 30% 29% Fairly late 75% 13% 37% Neither pro mptly no r 50% late 73% 67% 63% 64% M o re o r less in time 25% 48% Very pro mptly 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 261 Chart 18: Satisfaction with response (overall) JFM '08 0% 0% 0% 0% 2% 2% 3% Highly dissatisfied 100% 2% 0% 4% 6% 4% 0% 9% 25% 27% M o derately 75% 38% 24% dissatisfied 53% 18% Neither satisfied no t 50% dissatisfied 71% 61% M o derately satisfied 56% 54% 25% 39% Highly satisfied 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 261 22
  • 29. Website User Friendliness Study Chart 19: Timeliness of task completion (overall) JFM '08 1% 1% 1% 1% 3% To o k significantly 100% 9% 7% 9% 7% lo nger than expected 15% 13% 22% 17% 22% To o k so mewhat mo re 75% 29% time than expected 20% 34% 27% 22% Co mpleted in as much 50% 15% time as expected Co mpleted marginally 50% 25% 46% 46% 44% faster than expected 40% Co mpleted a lo t faster 0% than expected M onster Jobstreet Clickjobs Timesjobs Naukri Base: 563 Chart 20: Quality of usage experience (overall) JFM '08 1% 2% 1% 2% 3% Do wnright painful 100% 2% 2% 1% 0% 5% 10% 13% 23% 23% 23% Fairly tro ubleso me 75% and irritating 36% 55% 36% 35% Just abo ut agreeable 45% 50% Fairly pleasant and 25% 47% satisfacto ry 38% 35% 32% 29% Extremely pleasant 0% and delightful M onster Jobstreet Clickjobs Timesjobs Naukri Base: 563 23
  • 30. Job Portals Chart 21: Perceived sense of security in usage (overall) JFM '08 Co mpletely insecure 0% 0% 1% 1% 1% 100% 1% 3% 1% 2% 7% 10% 14% 17% 15% 14% Fairly insecure 75% 42% 29% 27% 35% 37% No t sure if I can trust 50% the website Fairly secure 52% 53% 25% 49% 46% 41% A bso lutely secure 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 1,157 Chart 22: Brand preference creation (overall) JFM '08 Very unlikely to visit 1% 1% 0% 1% 0% 100% 2% 1% 3% 6% 3% it 10% 7% 10% 11% 8% Fairly unlikely to 18% 20% 75% 29% 29% 31% visit it No t sure, may o r 50% may no t visit it 69% 66% So mewhat likely to 60% 61% 55% 25% visit it Very likely to visit it 0% M onst er Jobstreet Clickjobs Timesjobs Naukri Base: 1,157 24
  • 31. Website User Friendliness Study Relative Importance of the Individual Criteria Table 10: Importance ranking of the key individual criteria (overall) Brands Monster Jobstreet Clickjobs Timesjobs Naukri Overall Fastest to download 50% 54% 46% 55% 56% 52% Most responsive and prompt in customer 37% 36% 35% 38% 35% 36% service and support Provide the best help 35% 47% 36% 33% 24% 34% Simplest and most easy to understand 38% 34% 25% 41% 34% 34% language Brand image in the market place 29% 31% 30% 36% 35% 32% Gives best assurance on privacy of info 17% 21% 31% 20% 21% 22% provided Most neat looking design (aesthetics) 13% 19% 12% 20% 33% 20% Best assures safety against frauds & 21% 22% 18% 15% 20% 19% misuse of personal details & financial info Matches my personality and style the best 15% 15% 21% 17% 20% 18% Most logical structure and flow of info. / 17% 10% 14% 13% 12% 13% content Helps accomplish the task in least no. of clicks 17% 8% 20% 10% 7% 13% Most consistent design, look & feel across the page 11% 4% 12% 4% 4% 7% Overall Base: 1,160 25
  • 32. Job Portals Website User Friendliness Aggregate Scores – Website Users Table 11: Website user friendliness index (WUF) - website users only Brands WUF Index Relative Index Clickjobs 4.3 100% Monster 4.1 96% Naukri 3.8 88% Jobstreet 3.3 76% Timesjobs 2.8 66% Base: 518 Table 12: User friendly interface index (UFEX) - website users only Brands UZEX Index Relative Index Clickjobs 1.9 100% Monster 1.8 93% Naukri 1.6 85% Jobstreet 1.4 74% Timesjobs 1.2 64% Base: 518 Table 13: User friendly usage experience index (UZEX) - website users only Brands UFEX Index Relative Index Clickjobs 2.4 100% Monster 2.3 97% Naukri 2.2 90% Jobstreet 1.9 78% Timesjobs 1.6 67% Base: 518 26
  • 33. Website User Friendliness Study Website User Friendliness Sub Parameter Scores – Website Users Table 14: Accessibility index (website users only) Brands Accessibility Index Relative Index Monster 1.3 100% Clickjobs 1.3 100% Naukri 1.2 91% Jobstreet 1.0 79% Timesjobs 0.9 68% Base: 518 Table 15: Appeal index (website users only) Brands Appeal Index Relative Index Clickjobs 1.1 100% Monster 1.0 94% Naukri 1.0 88% Jobstreet 0.9 76% Timesjobs 0.7 66% Base: 518 Table 16: Navigability index (website users only) Brands Navigability Index Relative Index Clickjobs 0.7 100% Monster 0.6 86% Naukri 0.5 74% Jobstreet 0.5 62% Timesjobs 0.4 56% Base: 518 Table 17: Usage satisfaction index (website users only) Brands Satisfaction Index Relative Index Clickjobs 1.2 100% Monster 1.1 98% Naukri 1.1 92% Jobstreet 0.9 81% Timesjobs 0.8 69% Base: 518 27
  • 34. Job Portals Website User Friendliness Perceptual Map – Website Users .2 Monster Ease of Access .1 Ease of Usage 0.0 Timesjobs Naukri Usage Satisfaction Jobstreet Clickjobs Design Appeal -.1 Attribute -.2 -.3 -.2 -.1 -.0 .1 .2 .3 .4 Brand 28
  • 35. Website User Friendliness Study Average Ratings on the Individual Parameters – Website Users Table 18: Summary table (website users only) Ratings (on a 5 point qualitative scale) Monster Jobstreet Clickjobs Timesjobs Naukri Browser Compatibility 4.3 4.2 4.3 4.3 4.2 Download Time 4.3 4.2 4.3 4.3 4.2 Accessibility Index 1.3 1.0 1.3 0.9 1.2 Distinctive in identity (branding) 3.3 3.3 3.4 3.4 3.4 Presentation layout of the home page 3.3 3.3 3.4 3.4 3.4 Presentation layout of the task page 4.1 4.3 4.5 4.2 4.4 Aesthetics of graphics on the homepage 3.1 3.2 3.0 3.0 2.8 User identification with the site 4.0 4.1 4.3 4.1 3.4 Ease of comprehension 4.0 4.2 4.2 4.4 3.9 Relevance of content 4.3 4.1 4.0 4.4 4.5 Relative quality of content 4.2 4.2 4.2 4.4 4.5 Appeal Index 1.1 0.9 1.1 0.7 1.0 Ease of locating task info 4.1 4.5 4.6 4.1 4.3 Ease of conducting the task 4.1 3.9 3.8 3.9 4.1 Navigation flow between pages 4.1 4.3 4.5 4.1 4.4 Navigational cues and helps 4.1 4.3 4.5 4.1 4.4 Error recovery 4.4 4.4 4.5 4.1 4.1 Appropriateness of response to queries 4.8 4.7 4.7 4.6 4.9 Timeliness of response to queries 4.8 4.7 4.6 4.6 4.3 Satisfaction with query resolution 4.6 4.6 4.3 4.6 4.4 Navigability Index 0.6 0.5 0.7 0.4 0.5 Timeliness of task completion 3.8 4.1 4.3 3.7 4.0 Quality of the usage experience 4.0 4.4 4.2 4.1 3.7 Perceived sense of security during usage 4.1 4.3 4.3 4.4 4.2 Creation of brand preference 4.4 4.6 4.5 4.5 4.6 Satisfaction Index 1.1 0.9 1.2 0.8 1.1 UFEX Index 2.3 1.9 2.4 1.6 2.2 UZEX Index 1.8 1.4 1.9 1.2 1.6 WUF Index 4.1 3.3 4.3 2.8 3.8 Base: 518 29
  • 36. Job Portals Rating Dispersions by Individual Attributes Chart 23: Download time (website users only) JFM '08 Extremely slo w 0% 0% 2% 3% 100% 2% 8% 4% 0% 9% 2% 9% 18% 9% 22% 8% Fairly slo w 75% 23% 23% 32% 17% 29% Neither fast no r slo w 50% Reaso nably fast 59% 58% 59% 54% 51% 25% A dequately fast 0% M onst er Jobstreet Clickjobs Timesjobs Naukri Base: 261 Chart 24: Distinctive in identity (website users only) JFM '08 Didn't notice the lo go 0% 1% 1% at all'. 100% 6% 7% 1% 5% 5% 12% 8% 11% 8% 9% I had to search fo r the 8% 9% lo go 75% 26% 25% 29% 27% 24% I spo tted it but o nly after a while 50% It was prominent and I 60% 60% 56% spo tted it easily 51% 50% 25% It was the first thing that I no ticed o n the 0% page M onster Jobstreet Clickjobs Timesjobs Naukri Base: 261 30
  • 37. Website User Friendliness Study Chart 25: Presentation of the home page (website users only) JFM '08 Extremely haphazard 0% 0% 0% 0% 1 and badly presented 3% 100% % 5% 8% 4% 12% 4% 18% 5% 13% 16% Fairly diso rganized and ill presented 75% 29% 35% 36% 52% Just average in 35% o rganizatio n and 50% presentatio n Fairly well o rganized and presented 57% 25% 47% 44% 42% 35% Extremely well o rganized and neatly 0% presented M o nster Jo bstreet Clickjo bs Timesjo bs Naukri Base: 261 Chart 26: Presentation of the task page (website users only) JFM '08 Extremely untidy 0% 0% 1% 0% 2% 1% 3% 100% 2% 0% 0% 6% and cluttered 9% 18% 17% 26% Fairly untidy 41% 75% 22% 41% 27% 29% A veragely 50% presented Fairly well 60% 57% 25% 50% 47% presented 42% Very well 0% presented M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 261 31
  • 38. Job Portals Chart 27: Aesthetics of text (website users only) JFM '08 It has to o little co ntent 100% 2% 2% 6% 8% and lo o ks empty 13% 25% 16% 29% 31% 22% 75% It has to o much text and lo o ks cluttered 50% 76% 73% 69% 64% 63% It has just the right 25% amo unt o f text and lo o ks fine 0% M onster Jobst reet Clickjobs Timesjobs Naukri Base: 261 Chart 28: Aesthetics of graphics (website users only) JFM '08 100% 10% 15% 16% To o few 25% 33% 75% Neither engage me 52% no r distract me 50% 82% 72% 45% 68% To o many 25% 34% 22% 12% 7% 7% 0% M onster Jobst reet Clickjobs Timesjobs Naukri Base: 113 32
  • 39. Website User Friendliness Study Chart 29: User identification with the site (website users only) JFM '08 Its just o ppo site o f my 1% 4% style and perso nality 100% 8% 10% 1% 7% 19% 6% 0% 15% 6% I find it difficult to 18% 8% 2% relate to it 75% 30% 14% 27% 39% 28% I can live with it 50% 47% I can relate to it to 57% so me extent 25% 49% 46% 41% It matches my style 18% and perso nality 0% co mpletely M onster Jobstreet Clickjobs Timesjobs Naukri Base: 261 Chart 30: Ease of comprehension (website users only) JFM '08 Extremely difficult 0% 2% 2% 100% 5% 5% 6% 2% 3% 8% 13% 5% 15% 7% 11% Quite difficult 31% 75% 33% 32% 28% 26% Neither easy no r 50% 22% difficult Reaso nably easy 55% 51% 51% 25% 48% 39% Extremely easy 0% M onst er Jobstreet Clickjobs Timesjobs Naukri Base: 261 33
  • 40. Job Portals Chart 31: Relevance of content (website users only) JFM '08 0% 0% 1% 2% 2% 100% A lmo st irrelevant 7% 0% 4% 2% 6% 6% 11% 2% 8% 25% Lo w relevance 75% 38% 38% 44% 42% 33% A veragely relevant 50% 55% 54% Fairly relevant 25% 43% 41% 35% Highly relevant 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 261 Chart 32: Relative quality of content (website users only) JFM '08 Significantly inferio r 0% 0% 0% 0% 2% 100% than the o ther 7% 3% 4% 8% 12% 8% 1% websites 13% 9% 6% So mewhat inferio r 21% than the o ther 75% 27% 46% 27% websites 32% Same as o ffered by the o ther websites 50% 68% So mewhat better than 56% 55% the o ther websites 25% 49% 46% Significantly better than the o ther 0% websites M onster Jobstreet Clickjobs Timesjobs Naukri Base: 261 34
  • 41. Website User Friendliness Study Chart 33: Ease of locating task info (website users only) JFM '08 Extremely difficult 0% 0% 1% 3% 3% 100% 1% 5% 3% 4% 9% 10% 6% 13% 7% 11% Fairly difficult 28% 23% 75% 25% 39% 40% Neither easy no r 50% difficult 67% 64% Fairly easy 58% 25% 41% 40% Very easy 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 259 Chart 34: Ease of conducting the task info (website users only) JFM '08 Faced lo ts o f difficulty 2% 1% 4% 3% 100% 5% 0% 2% 3% 11% 6% 18% 13% Faced so me difficulty 27% 22% 75% 50% but was able to co mplete the task 26% 36% Neither easy no r 27% 33% 50% difficult 16% Fairly easy with o nly 25% 50% 42% so me mino r irritants 39% 34% 33% Extremely easy and 0% hassle-free M onster Jobstreet Clickjobs Timesjobs Naukri Base: 259 35
  • 42. Job Portals Chart 35: Navigation flow between pages (website users only) JFM '08 Relevant page did no t 0% 1% 2% 4% 100% 1% 2% 9% 4% 5% 9% o pen at all 6% 13% 2% 5% 8% Faced lo t o f pro blems 15% 33% 75% 39% 36% 43% Neither freely no r with 50% difficulty 69% 61% M o re o r less freely 50% 25% 45% 39% Co mpletely freely 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 259 Chart 36: Navigation clues and helps (website users only) JFM '08 Relevant page did 0% 1% 1% 2% 4% 100% 5% 2% 9% 4% no t o pen at all 9% 6% 13% 2% 5% 8% Faced lo t o f 15% 33% 75% pro blems 39% 36% 43% Neither freely no r 50% with difficulty 69% 61% M o re o r less freely 25% 50% 45% 39% Co mpletely freely 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 259 36
  • 43. Website User Friendliness Study Chart 37: Error recovery (website users only) JFM '08 Co uldn't reso lve and 0% 1% 2% 2% 100% 5% 7% 0% 3% 2% failed to co mplete the 6% 9% 9% 12% task 12% 12% Reso lved with great 30% 18% 75% difficulty 42% 23% 29% Enco untered but 50% reso lved with website help instructio ns 66% 63% Enco untered erro r but 52% 25% 48% 49% reso lved o n my o wn Did no t enco unter any 0% erro r at all M onster Jobstreet Clickjobs Timesjobs Naukri Base: 259 Chart 38: Appropriateness of the response (website users only) JFM '08 0% There was no 0% 2% 2% 3% 100% 2% 0% 0% 0% 3% 0% respo nse at all 1% 0% 0% 5% 9% 17% 7% 18% 26% Received o nly auto - 75% reply, no thing thereafter They respo nded but 50% 91% did no t reso lve the 86% 81% 78% query 70% Query was reso lved 25% o nly partially Query was reso lved 0% co mpletely M onster Jobst reet Clickjobs Timesjobs Naukri Base: 122 37
  • 44. Job Portals Chart 39: Timeliness of response (website users only) JFM '08 0% Did no t receive any 0% 0% 1% 0% 0% 2% 100% 2% 0% 3% 3% 2% 12% respo nse at all 15% 7% 17% 12% 9% 20% Fairly late 75% 43% Neither pro mptly 50% no r late 81% 82% 76% 70% M o re o r less in time 25% 45% Very pro mptly 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 122 Chart 40: Satisfaction with response (website users only) JFM '08 0% 0% 0% 0% 0% 0% Highly dissatisfied 2% 100% 2% 5% 0% 4% 0% 10% 8% 12% 8% 34% 18% M o derately 75% 38% dissatisfied 59% Neither satisfied no t 50% dissatisfied 77% 70% 64% M o derately satisfied 51% 25% 37% Highly satisfied 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 122 38
  • 45. Website User Friendliness Study Chart 41: Timeliness of task completion (website users only) JFM '08 0% 1% 0% 1% To o k significantly 1% 100% 3% 6% 9% lo nger than expected 12% 18% 9% 24% 8% To o k so mewhat mo re 75% 34% time than expected 35% 32% 28% 42% Co mpleted in as much 50% 19% time as expected 12% Co mpleted marginally 25% 49% 45% faster than expected 38% 37% 37% Co mpleted a lo t faster 0% than expected M onster Jobstreet Clickjobs Timesjobs Naukri Base: 259 Chart 42: Quality of usage experience (website users only) JFM '08 Do wnright painful 1% 0% 2% 2% 1% 100% 8% 0% 2% 1% 3% 11% 8% 18% 23% Fairly tro ubleso me 75% 32% 31% and irritating 63% 31% 46% Just abo ut agreeable 50% 32% Fairly pleasant and 57% 25% satisfacto ry 41% 32% 28% 25% Extremely pleasant 0% and delightful M onster Jobstreet Clickjobs Timesjobs Naukri Base: 259 39
  • 46. Job Portals Chart 43: Perceived sense of security in usage (website users only) JFM '08 1% 1% 0% 1% 0% Co mpletely insecure 100% 1% 1% 3% 4% 6% 9% 16% 16% 15% 12% Fairly insecure 75% 38% 27% 34% 36% 45% No t sure if I can trust 50% the website Fairly secure 55% 51% 25% 49% 44% 35% A bso lutely secure 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 518 Chart 44: Brand preference creation (website users only) JFM '08 0% 0% 1% 0% Very unlikely to visit 2% 100% 2% 2% 1% 3% 6% 7% 9% it 9% 6% 3% 21% 22% Fairly unlikely to visit 27% 26% 28% 75% it No t sure, may o r 50% may no t visit it 70% 70% 62% 63% 62% So mewhat likely to 25% visit it Very likely to visit it 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 518 40
  • 47. Website User Friendliness Study Relative Importance of the Individual Criteria Table 19: Importance ranking of the key individual criteria (website users only) Brands Monster Jobstreet Clickjobs Timesjobs Naukri Overall Fastest to download 59% 56% 45% 50% 60% 54% Most responsive and prompt in customer 49% 47% 36% 47% 22% 40% service and support Provide the best help 36% 39% 41% 27% 26% 34% Simplest and most easy to understand 34% 38% 17% 45% 33% 33% language Brand image in the market place 27% 35% 30% 21% 27% 28% Most neat looking design (aesthetics) 18% 22% 14% 22% 60% 27% Gives best assurance on privacy of info 20% 10% 40% 21% 15% 22% provided Best assures safety against frauds & 17% 22% 17% 21% 20% 19% misuse of personal details & financial info Matches my personality and style the best 18% 13% 21% 18% 17% 17% Helps accomplish the task in least no. of clicks 18% 6% 14% 14% 7% 12% Most logical structure and flow of info. / content 4% 12% 13% 8% 11% 9% Most consistent design, look & feel across 1% 3% 13% 6% 2% 5% the page Overall Base: 518 41
  • 48. Job Portals Website User Friendliness Aggregate Scores – Website Non Users Table 20: Website user friendliness index (WUF) - website non-users only Brands WUF Index Relative Index Naukri 4.5 100% Monster 3.7 83% Timesjobs 3.7 82% Clickjobs 3.6 79% Jobstreet 3.5 77% Base: 642 Table 21: User friendly interface index (UFEX) - website non-users only Brands UZEX Index Relative Index Naukri 1.9 100% Timesjobs 1.6 83% Monster 1.6 83% Clickjobs 1.5 80% Jobstreet 1.5 79% Base: 642 Table 22: User friendly usage experience index (UZEX) - website non- users only Brands UFEX Index Relative Index Naukri 2.6 100% Monster 2.1 83% Timesjobs 2.1 81% Clickjobs 2.0 79% Jobstreet 2.0 77% Base: 642 42
  • 49. Website User Friendliness Study Website User Friendliness Sub Parameter Scores – Website Non Users Table 23: Accessibility index (website non-users only) Brands Accessibility Index Relative Index Naukri 1.4 100% Monster 1.2 82% Timesjobs 1.1 81% Clickjobs 1.1 78% Jobstreet 1.1 77% Base: 642 Table 24: Appeal index (website non-users only) Brands Appeal Index Relative Index Naukri 1.2 100% Monster 1.0 83% Timesjobs 0.9 81% Clickjobs 0.9 80% Jobstreet 0.9 76% Base: 642 Table 25: Navigability index (website non-users only) Brands Navigability index Relative Index Naukri 0.7 100% Timesjobs 0.6 90% Monster 0.6 87% Clickjobs 0.6 86% Jobstreet 0.6 85% Base: 642 Table 26: Usage satisfaction index (website non-users only) Brands Satisfaction Index Relative Index Naukri 1.3 100% Monster 1.0 81% Timesjobs 1.0 80% Clickjobs 1.0 77% Jobstreet 1.0 76% Base: 642 43
  • 50. Job Portals Website User Friendliness Perceptual Map – Website Non Users .1 Jobstreet Usage Satisfaction Ease of Access Timesjobs Naukri Ease of Usage 0.0 Monster -.1 Clickjobs Design Appeal Attribute -.2 -.3 -.2 -.1 -.0 .1 .2 .3 Brand 44
  • 51. Website User Friendliness Study Average Ratings on the Individual Parameters – Website Non Users Table 27: Summary table (website non-users only) Ratings (on a 5 point qualitative scale) Monster Jobstreet Clickjobs Timesjobs Naukri Browser Compatibility 5.0 5.0 5.0 5.0 5.0 Download Time 4.4 4.3 4.4 4.6 4.3 Accessibility Index 1.2 1.1 1.1 1.1 1.4 Distinctive in identity (branding) 3.4 3.5 3.4 3.3 3.4 Presentation layout of the home page 3.4 3.5 3.4 3.3 3.4 Presentation layout of the task page 4.3 4.3 4.4 4.2 4.3 Aesthetics of graphics on the homepage 2.8 3.0 3.1 3.1 2.6 User identification with the site 4.3 4.0 4.1 4.2 3.9 Ease of comprehension 4.0 4.0 4.2 4.2 4.2 Relevance of content 4.1 4.2 4.3 4.5 4.1 Relative quality of content 4.3 4.3 4.2 4.5 4.1 Appeal Index 1.0 0.9 0.9 0.9 1.2 Ease of locating task info 4.0 4.2 4.2 4.0 4.3 Ease of conducting the task 3.9 4.2 4.2 3.9 4.1 Navigation flow between pages 4.1 4.6 4.3 4.1 4.3 Navigational cues and helps 4.1 4.6 4.3 4.1 4.3 Error recovery 4.4 4.5 4.2 4.3 4.3 Appropriateness of response to queries 4.6 4.6 4.2 4.5 4.6 Timeliness of response to queries 4.6 4.3 4.0 4.5 4.0 Satisfaction with query resolution 4.8 3.8 4.1 4.3 4.6 Navigability Index 0.6 0.6 0.6 0.6 0.7 Timeliness of task completion 4.4 4.1 3.9 3.8 4.1 Quality of the usage experience 3.9 4.1 4.1 4.1 4.1 Perceived sense of security during usage 4.2 4.3 4.2 4.2 4.3 Creation of brand preference 4.3 4.4 4.5 4.4 4.4 Satisfaction Index 1.0 1.0 1.0 1.0 1.3 UFEX Index 2.1 2.0 2.0 2.1 2.6 UZEX Index 1.6 1.5 1.5 1.6 1.9 WUF Index 3.7 3.5 3.6 3.7 4.5 Base: 642 45
  • 52. Job Portals Rating Dispersions by Individual Attributes Chart 45: Download time (website non-users only) JFM '08 Extremely slo w 0% 0% 1% 1% 4% 100% 1% 1% 3% 8% 4% 6% 4% 6% 19% 10% Fairly slo w 28% 75% 16% 27% 36% 27% Neither fast no r slo w 50% 68% 67% Reaso nably fast 61% 53% 52% 25% A dequately fast 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 337 Chart 46: Distinctive in identity (website non-users only) JFM '08 Didn't no tice the lo go 2% 2% 3% 100% at all'. 9% 13% 7% 3% 9% 7% 5% 10% 3% 2% 10% 5% I had to search fo r the lo go 75% 16% 22% 39% 30% 37% I spo tted it but o nly after a while 50% It was pro minent and I 64% 60% spo tted it easily 52% 25% 49% 44% It was the first thing that I no ticed o n the 0% page M onster Jobst reet Clickjobs Timesjobs Naukri Base: 337 46
  • 53. Website User Friendliness Study Chart 47: Presentation of the home page (website non-users only) Extremely haphazard JFM '08 and badly presented 0% 0% 0% 0% 0% 1% 100% 0% 0% 1% 9% 7% 14% 16% 16% Fairly diso rganized and 4% ill presented 32% 75% 39% 29% Just average in 47% 47% o rganizatio n and 50% presentatio n Fairly well o rganized 60% 55% and presented 53% 25% 36% 36% Extremely well o rganized and neatly 0% presented M onster Jobstreet Clickjobs Timesjobs Naukri Base: 337 Chart 48: Presentation of the task page (website non-users only) JFM '08 Extremely untidy 0% 0% 0% 0% 0% 0% 3% 2% 100% and cluttered 7% 3% 2% 16% 16% 14% 16% Fairly untidy 75% 46% 29% 34% 38% 33% A veragely presented 50% Fairly well 53% presented 25% 50% 47% 47% 46% Very well presented 0% M onst er Jobstreet Clickjobs Timesjobs Naukri Base: 337 47
  • 54. Job Portals Chart 49: Aesthetics of text (website non-users only) JFM '08 It has to o little 100% 1% 1% 1% co ntent and lo o ks 7% 9% 20% 9% empty 31% 35% 75% 35% It has to o much text and lo o ks cluttered 50% 84% 79% 68% 65% 56% 25% It has just the right amo unt o f text and lo o ks fine 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 337 Chart 50: Aesthetics of graphics (website non-users only) JFM '08 100% To o few 13% 15% 22% 23% 26% 75% 34% 36% Neither engage me no r distract 50% 79% 61% 69% me 51% 25% To o many 43% 12% 8% 8% 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 124 48
  • 55. Website User Friendliness Study Chart 51: User identification with the site (website non-users only) Its just o ppo site o f JFM '08 my style and 0% 0% 1% 0% 1% 100% 4% 5% perso nality 9% 6% 13% 13% 15% I find it difficult to 13% 28% 15% relate to it 75% 22% 39% I can live with it 42% 38% 25% 50% I can relate to it to 56% so me extent 25% 43% 39% 38% 34% It matches my style and perso nality 0% co mpletely M onster Jobstreet Clickjobs Timesjobs Naukri Base: 337 Chart 52: Ease of comprehension (website non-users only) JFM '08 Extremely difficult 0% 3% 4% 100% 5% 8% 7% 1% 1% 7% 10% 9% 3% 9% Quite difficult 14% 31% 75% 25% 40% 45% 33% Neither easy no r 19% difficult 50% Reaso nably easy 55% 25% 45% 43% 42% 40% Extremely easy 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 337 49
  • 56. Job Portals Chart 53: Relevance of content (website non-users only) JFM '08 A lmo st irrelevant 0% 0% 1% 0% 0% 0% 1% 2% 0% 100% 3% 6% 13% 11% 17% 30% Lo w relevance 31% 75% 42% 48% 22% A veragely relevant 54% 50% Fairly relevant 61% 25% 47% 45% 40% 28% Highly relevant 0% M onst er Jobstreet Clickjobs Timesjobs Naukri Base: 337 Chart 54: Relative quality of content (website non-users only) JFM '08 Significantly inferio r 1% 0% 1% 1% 2% than the o ther websites 100% 6% 1% 0% 2% 3% 3% 16% 20% 5% 17% So mewhat inferio r than 36% 75% 23% the o ther websites 35% 34% 43% Same as o ffered by the 50% o ther websites 63% So mewhat better than 58% 25% 48% 46% the o ther websites 36% Significantly better than 0% the o ther websites M onster Jobstreet Clickjobs Timesjobs Naukri Base: 337 50
  • 57. Website User Friendliness Study Chart 55: Ease of locating task info (website non-users only) JFM '08 Extremely difficult 0% 2% 3% 4% 100% 6% 2% 0% 6% 2% 7% 18% 25% 8% Fairly difficult 23% 25% 75% 23% 27% 30% Neither easy no r 26% 25% 50% difficult Fairly easy 58% 53% 25% 44% 43% 42% Very easy 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 304 Chart 56: Ease of conducting the task info (website non-users only) Faced lo ts o f difficulty JFM '08 0% 0% 0% 3% 3% 100% 2% 6% 7% 11% 7% 11% Faced so me difficulty 19% 25% 21% but was able to 24% 75% co mplete the task 38% 28% Neither easy no r 21% 25% difficult 37% 50% Fairly easy with o nly so me mino r irritants 25% 50% 47% 45% 40% 33% Extremely easy and 0% hassle-free M onster Jobstreet Clickjobs Timesjobs Naukri Base: 304 51
  • 58. Job Portals Chart 57: Navigation flow between pages (website non-users only) JFM '08 Relevant page did 0% 1% 3% 100% 6% no t o pen at all 7% 4% 4% 1% 9% 5% 5% 3% 20% 7% 6% Faced lo t o f 28% pro blems 75% 21% 30% 34% Neither freely no r 43% with difficulty 50% M o re o r less freely 66% 62% 56% 25% 48% 34% Co mpletely freely 0% M onster Jobst reet Clickjobs Timesjobs Naukri Base: 304 Chart 58: Navigation clues and helps (website non-users only) JFM '08 Relevant page did 0% 1% 3% 100% 6% 7% 4% 4% 1% no t o pen at all 9% 5% 5% 3% 20% 7% 6% Faced lo t o f 28% 75% pro blems 21% 30% 34% Neither freely no r 43% 50% with difficulty M o re o r less freely 66% 62% 56% 25% 48% 34% Co mpletely freely 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 304 52
  • 59. Website User Friendliness Study Chart 59: Error recovery (website non-users only) Co uldn't reso lve and JFM '08 1% 0% failed to co mplete the 3% 4% 100% 5% 6% 2% 2% 3% 3% task 5% 8% 10% 7% 9% Reso lved with great 29% difficulty 75% 43% 18% 26% 34% Enco untered but reso lved with website 50% help instructio ns Enco untered erro r but 64% 62% 58% 51% 25% 49% reso lved o n my o wn Did no t enco unter any 0% erro r at all M onster Jobstreet Clickjobs Timesjobs Naukri Base: 304 Chart 60: Appropriateness of the response (website non-users only) There was no JFM '08 0% 0% 0% 0% 2% 2% respo nse at all 100% 3% 2% 0% 3% 3% 9% 5% 15% 12% Received o nly auto - 0% 18% 30% 36% reply, no thing 75% 24% thereafter They respo nded but 50% did no t reso lve the query 78% 73% 66% Query was reso lved 59% 59% 25% o nly partially Query was reso lved 0% co mpletely M onster Jobst reet Clickjobs Timesjobs Naukri Base: 139 53
  • 60. Job Portals Chart 61: Timeliness of response (website non-users only) Did no t receive JFM '08 1% 0% any respo nse at 0% 100% 5% 0% 0% 0% 8% 0% 15% 14% all Fairly late 3% 2% 0% 37% 12% 36% 75% 51% 27% 20% Neither pro mptly no r late 50% M o re o r less in 62% 59% 53% 54% time 25% 42% Very pro mptly 0% M onst er Jobstreet Clickjobs Timesjobs Naukri Base: 139 Chart 62: Satisfaction with response (website non-users only) JFM '08 Highly dissatisfied 0% 0% 2% 3% 100% 3% 0% 0% 0% 8% 0% 4% 4% 0% 18% 10% M o derately 36% 41% dissatisfied 75% 28% 44% Neither satisfied no t dissatisfied 50% 29% 79% M o derately 63% 55% satisfied 25% 43% 28% Highly satisfied 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 139 54
  • 61. Website User Friendliness Study Chart 63: Timeliness of task completion (website non-users only) JFM '08 To o k significantly 0% 0% 2% 2% 4% 100% lo nger than expected 9% 4% 13% 10% 12% 5% To o k so mewhat mo re 23% 19% 20% time than expected 75% 28% 26% 14% 17% Co mpleted in as much 33% 18% time as expected 50% Co mpleted marginally 59% 54% 53% faster than expected 25% 41% 35% Co mpleted a lo t faster than expected 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 304 Chart 64: Quality of usage experience (website non-users only) JFM '08 Do wnright painful 0% 2% 1% 0% 3% 100% 5% 2% 2% 1% 0% 18% 13% 23% 17% 29% Fairly tro ubleso me 75% and irritating 37% 43% 41% Just abo ut agreeable 40% 50% 45% Fairly pleasant and satisfacto ry 25% 42% 39% 39% 36% 25% Extremely pleasant and delightful 0% M onster Jobstreet Clickjobs Timesjobs Naukri Base: 304 55
  • 62. Job Portals Chart 65: Perceived sense of security in usage (website non-users only) JFM '08 Co mpletely insecure 1% 0% 0% 0% 3% 100% 3% 2% 2% 2% 10% 10% 11% 22% 13% Fairly insecure 13% 75% 23% 36% 28% 46% 29% No t sure if I can trust the website 50% Fairly secure 59% 25% 50% 48% 48% 41% A bso lutely secure 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 639 Chart 66: Brand preference creation (website non-users only) JFM '08 Very unlikely to visit it 0% 2% 1% 1% 1% 1% 100% 1% 0% 3% 9% 10% 11% 15% 13% 8% Fairly unlikely to visit 15% it 75% 31% 14% 37% 35% No t sure, may o r may no t visit it 50% So mewhat likely to 68% 68% 59% visit it 25% 51% 49% Very likely to visit it 0% M onst er Jobst reet Clickjobs Timesjobs Naukri Base: 639 56
  • 63. Website User Friendliness Study Relative Importance of the Individual Criteria Table 28: Importance ranking of the key individual criteria (website non-users only) Brands Monster Jobstreet Clickjobs Timesjobs Naukri Overall Fastest to download 40% 51% 46% 59% 53% 50% Simplest and most easy to understand 42% 30% 35% 37% 35% 36% language Brand image in the market place 30% 28% 30% 47% 41% 36% Provide the best help 34% 55% 30% 37% 22% 35% Most responsive and prompt in customer service and support 24% 25% 35% 30% 46% 33% Gives best assurance on privacy of info 15% 31% 21% 19% 25% 22% provided Best assures safety against frauds & misuse of personal details & financial info 25% 23% 19% 11% 20% 20% Matches my personality and style the best 12% 17% 21% 16% 22% 18% Most logical structure and flow of info. / content 32% 8% 15% 16% 13% 17% Helps accomplish the task in least no. of 17% 10% 26% 7% 7% 13% clicks Most neat looking design (aesthetics) 8% 17% 11% 18% 10% 13% Most consistent design, look & feel across 23% 5% 11% 3% 5% 9% the page Overall Base: 642 57
  • 64. Job Portals Respondent Profile 58
  • 65. Website User Friendliness Study Demographic Profile Chart 67: Gender JFM '08 Male Female 79% 80% 60% 40% 21% 20% 0% Overall Base: 1,160 Chart 68: Age group Age 13-18 years Age 19-24 years Age 25-35 years JFM '08 Age 36-45 years Above Age 45 years 60% 53% 40% 36% 20% 5% 4% 2% 0% Overall Base: 1,160 59
  • 66. Job Portals Chart 69: City class - by population size JFM '08 Upto 1 Lakh 1-5 Lakhs 5-10 Lakhs Avove 10 Lakhs 50% 47% 40% 30% 26% 20% 15% 12% 10% 0% Overall Base: 1,160 Chart 70: City class - by market size JFM '08 Metro Urban uptowns Emerging Towns Others 50% 42% 40% 40% 30% 20% 10% 9% 10% 0% Overall Base: 1,160 60
  • 67. Website User Friendliness Study Table 29: Top 10 cities Cities All -Online Travel Bangalore 7% Chennai 7% Mumbai 7% Delhi 6% Hyderabad 4% Kolkata 4% Coimbatore 3% Visakhapatnam 3% Indore 2% Pune 2% Base: 1,160 Chart 71: Region-wise break-ups JFM '08 North East South West 50% 41% 40% 30% 23% 23% 20% 13% 10% 0% Overall Base: 1,160 61
  • 68. Job Portals Table 30: Preferred language of speaking - Top 10 languages Languages All -Online Travel English 58% Hindi 15% Tamil 6% Telugu 5% Malayalam 4% Marathi 2% Gujarati 2% Bengali 2% Kannada 2% Punjabi 0.8% Base: 1,160 62
  • 69. Website User Friendliness Study Socio Economic Profile Chart 72: Socio economic classification JFM '08 SEC-A SEC-B SEC-C SEC-D SEC-E 40% 31% 30% 26% 24% 20% 14% 10% 6% 0% Overall Base: 1,160 Chart 73: Highest education level Up to SSC/HSC College but not Graduate JFM '08 Graduate & above-general stream Graduate & above-professional 50% 46% 40% 30% 19% 15% 15% 20% 10% 0% Overall Base: 1,160 63
  • 70. Job Portals Chart 74: Current occupation JFM '08 Jr level salaried emp Sr level salaried emp Self Employed Businessmen Student Housewife Others 40% 38% 30% 26% 17% 20% 12% 10% 4% 3% 2% 0% Overall Base: 1,160 64
  • 71. Website User Friendliness Study Economic Profile Chart 75: Monthly family income JFM '08 Upto Rs. 10K 10-30K 30-50K Above 50K 60% 54% 40% 34% 20% 9% 4% 0% Overall Base: 1,160 Chart 76: Most expensive vehicle owned by the household JFM '08 2 Wheeler 4 Wheeler Others Don't own a vehicle 50% 42% 40% 30% 25% 20% 20% 13% 10% 0% Overall Base: 1,160 65
  • 72. Job Portals Chart 77: Ownership of credit cards (individually) JFM '08 Don't own a credit card Own a Credit Card 100% 82% 80% 60% 40% 19% 20% 0% Overall Base: 1,160 66
  • 73. Website User Friendliness Study Net Usage Dynamics Chart 78: Experience in internet usage JFM '08 Upto 1 year 1-2 years 2-5 years Above 5 years 40% 31% 28% 23% 18% 20% 0% Overall Base: 1,160 Chart 79: Place of internet access (multiple) JFM '08 Home Place of work Cyber Cafe In-transit 60% 49% 49% 38% 40% 20% 2% 0% Overall Base: 1,160 67
  • 74. WUF Index Ranking of Websites by User Segments 68
  • 75. Table 1: By gender breakup (overall) Male Female Naukri Clickjobs Monster Monster Clickjobs Naukri Jobstreet Jobstreet Timesjobs Timesjobs Table 2: By gender breakup (website users only) Male Female Clickjobs Monster Naukri Clickjobs Monster Naukri Jobstreet Jobstreet Timesjobs Timesjobs Table 3: By gender breakup (website non-users only) Male Female Naukri Clickjobs Monster Jobstreet Timesjobs Naukri Jobstreet Monster Clickjobs Timesjobs 69
  • 76. Table 4: By age group (overall) 13-18 Years 19-24 years 25-35 years 36-45 years 46-55 years Above 55 years Naukri Monster Clickjobs Clickjobs Clickjobs Jobstreet Monster Naukri Naukri Timesjobs Timesjobs Naukri Clickjobs Timesjobs Jobstreet Naukri Monster Clickjobs Jobstreet Jobstreet Monster Jobstreet Jobstreet Monster Timesjobs Clickjobs Timesjobs Monster Naukri Timesjobs Table 5: By age group (website users only) 13-18 Years 19-24 years 25-35 years 36-45 years 46-55 years Above 55 years Monster Monster Clickjobs Clickjobs Clickjobs Jobstreet Clickjobs Naukri Jobstreet Naukri Jobstreet Clickjobs Jobstreet Timesjobs Naukri Jobstreet Timesjobs Monster Timesjobs Clickjobs Monster Timesjobs Monster Timesjobs Naukri Jobstreet Timesjobs Monster Naukri Naukri Table 6: By age group (website non-users only) 13-18 Years 19-24 years 25-35 years 36-45 years 46-55 years Above 55 years Naukri Naukri Naukri Timesjobs Clickjobs Naukri Monster Monster Clickjobs Monster Timesjobs Jobstreet Jobstreet Jobstreet Timesjobs Jobstreet Monster Timesjobs Clickjobs Timesjobs Monster Clickjobs Jobstreet Monster Timesjobs Clickjobs Jobstreet Naukri Naukri Clickjobs 70
  • 77. Table 7: By socio economic classification (overall) SEC-A SEC-B SEC-C SEC-D SEC-E Jobstreet Clickjobs Monster Naukri Clickjobs Timesjobs Naukri Naukri Monster Naukri Monster Timesjobs Jobstreet Clickjobs Timesjobs Clickjobs Monster Timesjobs Jobstreet Monster Naukri Jobstreet Clickjobs Timesjobs Jobstreet Table 8: By socio economic classification (website users only) SEC-A SEC-B SEC-C SEC-D SEC-E Timesjobs Clickjobs Monster Naukri Clickjobs Jobstreet Monster Jobstreet Monster Naukri Clickjobs Timesjobs Naukri Clickjobs Monster Monster Naukri Timesjobs Jobstreet Timesjobs Naukri Jobstreet Clickjobs Timesjobs Jobstreet Table 9: By socio economic classification (website non-users only) SEC-A SEC-B SEC-C SEC-D SEC-E Monster Clickjobs Naukri Naukri Timesjobs Jobstreet Naukri Timesjobs Monster Naukri Timesjobs Timesjobs Clickjobs Jobstreet Jobstreet Clickjobs Monster Monster Clickjobs Monster Naukri Jobstreet Jobstreet Timesjobs Clickjobs 71
  • 78. Table 10: By vehicle ownership (overall) Two Wheeler 4 Wheeler Don’t Own Any Vehicle Naukri Monster Naukri Clickjobs Clickjobs Monster Monster Timesjobs Jobstreet Jobstreet Naukri Timesjobs Timesjobs Jobstreet Clickjobs Table 11: By vehicle ownership (website users only) Two Wheeler 4 Wheeler Don’t Own Any Clickjobs Monster Monster Naukri Clickjobs Timesjobs Jobstreet Timesjobs Jobstreet Monster Naukri Naukri Timesjobs Jobstreet Clickjobs Table 12: By vehicle ownership (website non-users only) Two Wheeler 4 Wheeler Don’t Own Any Naukri Monster Naukri Clickjobs Timesjobs Jobstreet Monster Clickjobs Timesjobs Jobstreet Naukri Monster Timesjobs Jobstreet Clickjobs 72
  • 79. Table 13: By region (overall) North East South West Timesjobs Naukri Monster Clickjobs Naukri Clickjobs Jobstreet Naukri Monster Monster Naukri Timesjobs Jobstreet Jobstreet Clickjobs Monster Clickjobs Timesjobs Timesjobs Jobstreet Table 14: By region (website users only) North East South West Naukri Naukri Monster Clickjobs Monster Clickjobs Clickjobs Monster Jobstreet Jobstreet Naukri Timesjobs Timesjobs Monster Jobstreet Jobstreet Clickjobs Timesjobs Timesjobs Naukri Table 15: By region (website non-users only) North East South West Timesjobs Naukri Jobstreet Naukri Monster Monster Naukri Clickjobs Naukri Clickjobs Monster Timesjobs Clickjobs Jobstreet Clickjobs Jobstreet Jobstreet Timesjobs Timesjobs Monster 73
  • 80. Table 16: By monthly household income (overall) Upto 1 Lakh 1-5 Lakhs 5-10 Lakhs Above 10 Lakhs Timesjobs Naukri Naukri Clickjobs Naukri Monster Monster Naukri Monster Jobstreet Jobstreet Monster Jobstreet Timesjobs Timesjobs Jobstreet Clickjobs Clickjobs Clickjobs Timesjobs Table 17: By monthly household income (website users only) Upto 1 Lakh 1-5 Lakhs 5-10 Lakhs Above 10 Lakhs Naukri Monster Monster Clickjobs Timesjobs Jobstreet Jobstreet Monster Jobstreet Naukri Naukri Naukri Monster Timesjobs Timesjobs Timesjobs Clickjobs Clickjobs Clickjobs Jobstreet Table 18: By monthly household income (website non-users only) Upto 1 Lakh 1-5 Lakhs 5-10 Lakhs Above 10 Lakhs Timesjobs Naukri Naukri Clickjobs Monster Monster Monster Jobstreet Naukri Timesjobs Jobstreet Naukri Clickjobs Clickjobs Timesjobs Timesjobs Jobstreet Jobstreet Clickjobs Monster 74
  • 81. Sample Sizes 75
  • 82. Table 19: Sample sizes by websites Captured Sample Used Sample Total Sample User Non User Overall User Non User Overall Base Monster 146 112 258 116 95 211 Jobstreet 142 169 311 100 143 243 Clickjobs 96 162 258 80 146 226 Timesjobs 150 160 310 116 131 247 Naukri 127 148 275 106 127 233 Note- The sample sizes of various websites were equalized while calculating their website user friendliness index 76
  • 83. Index: Charts Chart 1: Download time (overall) ............................................. 14 Chart 2: Distinctive in identity (overall) ..................................... 14 Chart 3: Presentation of the home page (overall).......................... 15 Chart 4: Presentation of the task page (overall) ........................... 15 Chart 5: Aesthetics of text (overall) .......................................... 16 Chart 6: Aesthetics of graphics (overall) ..................................... 16 Chart 7: User identification with the site (overall) ........................ 17 Chart 8: Ease of comprehension (overall).................................... 17 Chart 10: Relative quality of content (overall) ............................. 18 Chart 11: Ease of locating task info (overall) ............................... 19 Chart 12: Ease of conducting the task info (overall)....................... 19 Chart 13: Navigation flow between pages (overall) ........................ 20 Chart 14: Navigation clues and helps (overall).............................. 20 Chart 15: Error recovery (overall) ............................................. 21 Chart 16: Appropriateness of the response (overall)....................... 21 Chart 17: Timeliness of response (overall) .................................. 22 Chart 18: Satisfaction with response (overall) .............................. 22 Chart 19: Timeliness of task completion (overall) ......................... 23 Chart 20: Quality of usage experience (overall) ............................ 23 Chart 21: Perceived sense of security in usage (overall).................. 24 Chart 22: Brand preference creation (overall) .............................. 24 Chart 23: Download time (website users only).............................. 30 Chart 24: Distinctive in identity (website users only) ..................... 30 Chart 25: Presentation of the home page (website users only) .......... 31 Chart 26: Presentation of the task page (website users only)............ 31 Chart 27: Aesthetics of text (website users only) .......................... 32 Chart 28: Aesthetics of graphics (website users only) ..................... 32 Chart 29: User identification with the site (website users only) ........ 33 Chart 30: Ease of comprehension (website users only).................... 33 Chart 31: Relevance of content (website users only) ...................... 34 Chart 32: Relative quality of content (website users only) ............... 34 Chart 33: Ease of locating task info (website users only) ................. 35 Chart 34: Ease of conducting the task info (website users only) ........ 35 Chart 35: Navigation flow between pages (website users only) ......... 36 Chart 36: Navigation clues and helps (website users only) ............... 36 Chart 37: Error recovery (website users only) .............................. 37 Chart 38: Appropriateness of the response (website users only) ........ 37 Chart 39: Timeliness of response (website users only) .................... 38 Chart 40: Satisfaction with response (website users only)................ 38 Chart 41: Timeliness of task completion (website users only) ........... 39 Chart 42: Quality of usage experience (website users only).............. 39 Chart 43: Perceived sense of security in usage (website users only) ... 40 Chart 44: Brand preference creation (website users only) ............... 40 Chart 45: Download time (website non-users only) ........................ 46 Chart 46: Distinctive in identity (website non-users only) ................ 46 Chart 47: Presentation of the home page (website non-users only) .... 47 Chart 48: Presentation of the task page (website non-users only) ...... 47 Chart 49: Aesthetics of text (website non-users only)..................... 48 Chart 50: Aesthetics of graphics (website non-users only) ............... 48 Chart 51: User identification with the site (website non-users only) ... 49 Chart 52: Ease of comprehension (website non-users only) .............. 49 Chart 53: Relevance of content (website non-users only) ................ 50 Chart 54: Relative quality of content (website non-users only) ......... 50 Chart 55: Ease of locating task info (website non-users only) ........... 51 Chart 56: Ease of conducting the task info (website non-users only) ... 51 Chart 57: Navigation flow between pages (website non-users only) .... 52 Chart 58: Navigation clues and helps (website non-users only).......... 52 77
  • 84. Chart 59: Error recovery (website non-users only) ......................... 53 Chart 60: Appropriateness of the response (website non-users only)... 53 Chart 61: Timeliness of response (website non-users only)............... 54 Chart 62: Satisfaction with response (website non-users only) .......... 54 Chart 63: Timeliness of task completion (website non-users only)...... 55 Chart 64: Quality of usage experience (website non-users only) ........ 55 Chart 65: Perceived sense of security in usage (website non-users only) ....................................................................................... 56 Chart 66: Brand preference creation (website non-users only) .......... 56 Chart 67: Gender ................................................................. 59 Chart 68: Age group.............................................................. 59 Chart 69: City class - by population size ..................................... 60 Chart 70: City class - by market size.......................................... 60 Chart 71: Region-wise break-ups .............................................. 61 Chart 72: Socio economic classification...................................... 63 Chart 73: Highest education level ............................................. 63 Chart 74: Current occupation .................................................. 64 Chart 75: Monthly family income .............................................. 65 Chart 76: Most expensive vehicle owned by the household .............. 65 Chart 77: Ownership of credit cards (individually) ......................... 66 Chart 78: Experience in internet usage ...................................... 67 Chart 79: Place of internet access (multiple) ............................... 67
  • 85. Index: Tables Table 1: Sample size by websites .............................................. 6 Table 2: Website user friendliness index (WUF) - overall ................. 10 Table 3: User friendly interface index (UFEX) - overall ................... 10 Table 4: User friendly usage experience index (UZEX) - overall ......... 10 Table 5: Accessibility index (overall) ......................................... 11 Table 6: Appeal index (overall) ................................................ 11 Table 7: Navigability index (overall).......................................... 11 Table 8: Usage satisfaction index (overall) .................................. 11 Table 9: Summary table - overall.............................................. 13 Table 10: Importance ranking of the key individual criteria (overall) .. 25 Table 11: Website user friendliness index (WUF) - website users only . 26 Table 12: User friendly interface index (UFEX) - website users only ... 26 Table 13: User friendly usage experience index (UZEX) - website users only ................................................................................. 26 Table 14: Accessibility index (website users only) ......................... 27 Table 15: Appeal index (website users only) ................................ 27 Table 16: Navigability index (website users only) .......................... 27 Table 17: Usage satisfaction index (website users only) .................. 27 Table 18: Summary table (website users only).............................. 29 Table 19: Importance ranking of the key individual criteria (website users only) ......................................................................... 41 Table 20: Website user friendliness index (WUF) - website non-users only ................................................................................. 42 Table 21: User friendly interface index (UFEX) - website non-users only ....................................................................................... 42 Table 22: User friendly usage experience index (UZEX) - website non- users only .......................................................................... 42 Table 23: Accessibility index (website non-users only).................... 43 Table 24: Appeal index (website non-users only)........................... 43 Table 25: Navigability index (website non-users only) .................... 43 Table 26: Usage satisfaction index (website non-users only)............. 43 Table 27: Summary table (website non-users only) ........................ 45 Table 28: Importance ranking of the key individual criteria (website non-users only).................................................................... 57 Table 29: Top 10 cities .......................................................... 61 Table 30: Preferred language of speaking - Top 10 languages ........... 62 79
  • 86. Index: Segment Wise Tables Table 1: By gender breakup (overall)......................................... 69 Table 2: By gender breakup (website users only) .......................... 69 Table 3: By gender breakup (website non-users only) ..................... 69 Table 4: By age group (overall) ................................................ 70 Table 5: By age group (website users only).................................. 70 Table 6: By age group (website non-users only) ............................ 70 Table 7: By socio economic classification (overall) ........................ 71 Table 8: By socio economic classification (website users only) .......... 71 Table 9: By socio economic classification (website non-users only) .... 71 Table 10: By vehicle ownership (overall) .................................... 72 Table 11: By vehicle ownership (website users only) ...................... 72 Table 12: By vehicle ownership (website non-users only) ................ 72 Table 13: By region (overall) ................................................... 73 Table 14: By region (website users only)..................................... 73 Table 15: By region (website non-users only) ............................... 73 Table 16: By monthly household income (overall) ......................... 74 Table 17: By monthly household income (website users only) ........... 74 Table 18: By monthly household income (website non-users only)...... 74 Table 19: Sample sizes by websites ........................................... 76
  • 87. 81

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