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Expected EC Service Quality | Perceived EC Service Quality |
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Tangibles: Items 1–4 | |
E1.Excellent web site services will have up-to-date software and hardware. | P1.The web site service has up-to-date software and hardware. |
E2.The physical facilities (such as infrastructure, network systems, equipments, etc.) at excellent website services will be visually appealing. | P2.The web site service's physical facilities (such as infrastructure, network systems, equipments, etc.) are visually appealing. |
E3.Screen displays in excellent web site services will be neat-appearing. | P3.The web site service's screen displays are neat-appearing. |
E4.The appearance of the materials in an excellent web site will be in keeping with the kind of services provided. | P4.The appearance of the materials in the web site is in keeping with the kind of services provided. |
Reliability: Items 5–9 | |
E5.When excellent web site services promise to do something by a certain time, they will do so. | P5.When the web site service promises to do something by a certain time, it does so. |
E6.When a customer has a problem, excellent web site services will show a sincere interest in solving it. | P6.When you have a problem, the web site service shows a sincere interest in solving it. |
E7.Excellent web site services will perform the service right the first time. | P7.The web site service performs the service right the first time. |
E8.Excellent web site services will provide their services at the time they promise to do so. | P8.The web site service provides its services at the time it promises to do so. |
E9.Excellent web site services will maintain fully-functional equipment and software. | P9.The web site service maintains fully-functional equipment and software. |
Responsiveness: Items 10–13 | |
E10.Excellent web site services will tell customers exactly when services will be performed. | P10.The web site service tells you exactly when services will be performed. |
E11.Excellent web site services will give prompt service to customers. | P11.The web site service gives you prompt service. |
E12.Excellent web site services will always be willing to help customers. | P12.The web site service is always willing to help you. |
E13.Excellent web site services will never be too busy to respond to customers' requests. | P13.The web site service is never too busy to respond to your requests. |
Assurance: Items 14–17 | |
E14.The behavior of excellent web site services will instill confidence in customers. | P14.The behavior of the web site service instills confidence in you. |
E15.Customers of excellent web site services will feel safe in their transactions. | P15.You feel safe in your transactions with the web site service. |
E16.Excellent web site services will be consistently courteous with customers. | P16.The website service is consistently courteous with you. |
E17.Excellent web site services will have the knowledge to answer customers' questions. | P17.The web site service has the knowledge to answer your questions. |
Empathy: Items 18–22 | |
E18.Excellent web site services will give customers individual attention. | P18.The web site service gives you individual attention. |
E19.Excellent web site services will have operating hours convenient to all their customers. | P19.The web site service has operating hours convenient to all its customers. |
E20.Excellent web site services will have employees or agents who give customers personal attention. | P20.The web site service has employees or agents who give you personal attention. |
E21.Excellent web site services will have the customer's best interests at heart. | P21.The web site service has your best interests at heart. |
E22.Excellent web site services will understand the specific needs of their customers. | P22.The web site service understands your specific needs. |
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