Appendix A: The Initial EC-SERVQUAL

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Expected EC Service Quality	Perceived EC Service Quality
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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