Chiuchi, Cleriston Araujo [UNESP]De Souza, Rogéria Cristiane Gratão [UNESP]Santos, Adriana Barbosa [UNESP]Valêncio, Carlos Roberto [UNESP]2014-05-272014-05-272011-12-01SEKE 2011 - Proceedings of the 23rd International Conference on Software Engineering and Knowledge Engineering, p. 37-41.http://hdl.handle.net/11449/72987The use of the Internet as a means of ensuring greater visibility for products, services and information offered by companies is gaining strength in recent decades. However, it is known that to ensure satisfaction and subsequent virtual customer loyalty, it is necessary to guarantee the quality of the websites, allowing indiscriminate access regardless of the resources used, as well as rapid responses to possible requests. In order to assist this process, this paper presents a set of guidelines for the development of websites having quality characteristics, efficiency and portability as per ISO 9126 norms. An observational analysis of e-commerce websites was done which showed that they are inadequate as to the proposed guidelines, making them difficult to access available content. Therefore, the adoption of the proposed guidelines can greatly contribute to increasing the quality of websites and, consequently, enable quick and effective access regardless of the resources used.37-41engEfficiency and portability characteristicsWebsites development guidelinesWebsites quality assuranceCustomer loyaltyObservational analysisQuality characteristicRapid responseCustomer satisfactionEfficiencyKnowledge engineeringQuality assuranceSoftware engineeringComputer software portabilityTrabalho apresentado em eventoAcesso aberto2-s2.0-848555597417055362276236996705536227623699659146517545178640000-0002-9325-31590000-0003-4076-24750000-0002-7449-9022