Table 8 Measurement scales Scale Type of...

Table 8

Measurement scales

Scale	Type of scale	Description	Cronbach's α
(1) Perceived Severity of Service Failure (Maxham and Netemeyer, 2002)	5-point scale ‘not a problem' to ‘a major problem'	What I experienced on this website is …	0.946 (3 Items)
	5-point scale ‘no inconvenience' to ‘a major inconvenience'
	5-point scale ‘not an aggravation' to ‘a major aggravation'
(2) E-Service Quality (Parasuraman et al., 2005)	5-point scale: anchored at ‘strongly disagree' to ‘strongly agree'	Efficiency	0.962 (22 Items)
		EFF1 This site makes it easy to find what I need
		EFF2 It makes it easy to get anywhere on the site
		EFF3 It enables me to complete a transaction quickly
		EFF4 Information at this site is well organized
		EFF5 It loads its pages fast
		EFF6 This site is simple to use
		EFF7 This site enables me to get on to it quickly
		EFF8 This site is well organized
		Fulfillment
		FUL1 It delivers orders when promised
		FUL2 This site makes items available for delivery within a suitable time frame
		FUL3 It quickly delivers what I order
		FUL4 It sends out the items ordered
		FUL5 It has in stock the items the company claims to have
		FUL6 It is truthful about its offerings
		FUL7 It makes accurate promises about delivery of products
		System availability
		SYS1 This site is always available for business
		SYS2 This site launches and runs right away
		SYS3 This site does not crash
		SYS4 Pages at this site do not freeze after I enter my order information
		Privacy
		PRI1 It protects information about my Web-shopping behavior
		PRI2 It does not share my personal information with other sites
		PRI3 This site protects information about my credit card
(3) Attitude towards the Retailer (Spears and Singh, 2004)	7-point scale ‘strongly disagree' to ‘strongly agree'	ATT1 I like this retailer	0.943 (3 Items)
		ATT2 I feel positive towards this retailer
		ATT3 Shopping at this retailer is desirable
(4) Willingness to continue shopping (Wakefield and Baker, 1998)	5-point scale ‘strongly disagree' to ‘strongly agree'	CONT1 I like to remain in this online store as long as possible	0.925 (3 Items)
		CONT2 I enjoy spending time in this online store
		CONT3 Browsing in this online store is fun
(5) Online shopping experience	5-point scale ‘very inexperienced' to ‘very experienced'	How experienced would you say you are with shopping DIY products online?	–

Scale	Type of scale	Description	Cronbach's α
(1) Perceived Severity of Service Failure (Maxham and Netemeyer, 2002)	5-point scale‘not a problem' to ‘a major problem'	What I experienced on this website is …	0.946 (3 Items)
	5-point scale‘no inconvenience' to ‘a major inconvenience'
	5-point scale‘not an aggravation' to ‘a major aggravation'
(2) E-Service Quality (Parasuraman et al., 2005)	5-point scale: anchored at ‘strongly disagree' to ‘strongly agree'	Efficiency	0.962 (22 Items)
		EFF1 This site makes it easy to find what I need
		EFF2 It makes it easy to get anywhere on the site
		EFF3 It enables me to complete a transaction quickly
		EFF4 Information at this site is well organized
		EFF5 It loads its pages fast
		EFF6 This site is simple to use
		EFF7 This site enables me to get on to it quickly
		EFF8 This site is well organized
		Fulfillment
		FUL1 It delivers orders when promised
		FUL2 This site makes items available for delivery within a suitable time frame
		FUL3 It quickly delivers what I order
		FUL4 It sends out the items ordered
		FUL5 It has in stock the items the company claims to have
		FUL6 It is truthful about its offerings
		FUL7 It makes accurate promises about delivery of products
		System availability
		SYS1 This site is always available for business
		SYS2 This site launches and runs right away
		SYS3 This site does not crash
		SYS4 Pages at this site do not freeze after I enter my order information
		Privacy
		PRI1 It protects information about my Web-shopping behavior
		PRI2 It does not share my personal information with other sites
		PRI3 This site protects information about my credit card
(3) Attitude towards the Retailer (Spears and Singh, 2004)	7-point scale‘strongly disagree' to ‘strongly agree'	ATT1 I like this retailer	0.943 (3 Items)
		ATT2 I feel positive towards this retailer
		ATT3 Shopping at this retailer is desirable
(4) Willingness to continue shopping (Wakefield and Baker, 1998)	5-point scale‘strongly disagree' to ‘strongly agree'	CONT1 I like to remain in this online store as long as possible	0.925 (3 Items)
		CONT2 I enjoy spending time in this online store
		CONT3 Browsing in this online store is fun
(5) Online shopping experience	5-point scale‘very inexperienced' to ‘very experienced'	How experienced would you say you are with shopping DIY products online?	–

Source(s): Table by author

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