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transactional websites to collect data information from customers to know about their experience or
their opinions about using the transactional websites.

Overt methods (Feedbacks) are used in
Amazon to get customer’s attention about
their recent services received. The customer
is able to express their thoughts and feelings
about the kind of services they received
lately, for instance, in delivery services. The
info received helps Amazon to better up
their delivery services.

COVERT METHODS

Covert methods are used in Amazon.com to know the behavior of a user in customer services. Cookies
(covert) are used in Amazon and in Ebuyer to collect data information about a user’s behavior when
using Amazon, using the browser history to explore a user’s interest on specific pages. A user is able to
receive similar sites or pages or an item from the site in which they used. Anytime a user logged in their
account, a welcome message concerning about a page they visited recently is sent to the user. On any
occasions, when a new item or change is made, the user receive a copy or a similar picture of the page.

USABILITY

Amazon.com is quite an easy to use transactional website. The background color and style, the text
contents helps a user to choose and purchase item easily and faster. Amazon has one click images and
purchasing that increases the speed of items during purchasing. The one-click helps the customer to
purchase an item right off without having to add the item in the basket before purchasing. Therefore,
there is time saving. The use of videos and 3D images minimizes the purchase time (customers can have
a quick look at the item without having to click around pages looking for information about the product,
or, to compare the item with a purchased one before buying). The system is updated hourly, which
means new items are uploaded and errors are tested, evaluated and solved. The use of search engine
makes it easier for users to find items easily. But they lack some additional user features offered by the
higher ranked auction websites like opening a store or adding to an item’s description. Navigating
through the category layout is time consuming and many products are missing pictures.