Service quality measures
| Author | Scale | Dimensions |
|---|---|---|
| Yoo and Donth (2001) | SITEQUAL | Ease of use |
| Aesthetic design | ||
| Processing speed | ||
| Security | ||
| Loiacono et al. (2002) | WebQual | Informational fit to task |
| Interaction | ||
| Trust | ||
| Response time | ||
| Design | ||
| Intuitiveness | ||
| Visual appeal | ||
| Innovativeness | ||
| Flow-emotional appeal | ||
| Integrated communication | ||
| Business processes | ||
| Substitutability | ||
| Zeithaml et al. (2002) | e-SQ | Information availability and content |
| Ease of use or usability | ||
| Privacy/security | ||
| Graphic style | ||
| Reliability/fulfillment | ||
| Wolfinbarger and Gilly (2003) | eTailQ | Customer service |
| Privacy/security | ||
| Website design | ||
| Fulfillment/reliability | ||
| Parasuraman et al. (2005) | E-S-QUAL | Efficiency |
| System availability | ||
| Fulfillment | ||
| Privacy | ||
| Blut et al. (2015) | Hierarchical e-service quality model | Website design |
| Customer service | ||
| Security/privacy | ||
| Fulfillment |
| Author | Scale | Dimensions |
|---|---|---|
| SITEQUAL | Ease of use | |
| Aesthetic design | ||
| Processing speed | ||
| Security | ||
| WebQual | Informational fit to task | |
| Interaction | ||
| Trust | ||
| Response time | ||
| Design | ||
| Intuitiveness | ||
| Visual appeal | ||
| Innovativeness | ||
| Flow-emotional appeal | ||
| Integrated communication | ||
| Business processes | ||
| Substitutability | ||
| e-SQ | Information availability and content | |
| Ease of use or usability | ||
| Privacy/security | ||
| Graphic style | ||
| Reliability/fulfillment | ||
| eTailQ | Customer service | |
| Privacy/security | ||
| Website design | ||
| Fulfillment/reliability | ||
| E-S-QUAL | Efficiency | |
| System availability | ||
| Fulfillment | ||
| Privacy | ||
| Hierarchical e-service quality model | Website design | |
| Customer service | ||
| Security/privacy | ||
| Fulfillment |
Source(s): Table by author
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