Appendix B: The Final EC-SERVQUAL

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Expected EC Service Quality	Perceived EC Service Quality
Reliability: Items 1–5
E1.When excellent web site services promise to do something by a certain time, they will do so.	P1.When the web site service promises to do something by a certain time, it does so.
E2.When a customer has a problem, excellent web site services will show a sincere interest in solving it.	P2.When you have a problem, the web site service shows a sincere interest in solving it.
E3.Excellent web site services will perform the service right the first time.	P3.The web site service performs the service right the first time.
E4.Excellent web site services will provide their services at the time they promise to do so.	P4.The web site service provides its services at the time it promises to do so.
E5.Excellent web site services will maintain fully-functional equipment and software.	P5.The web site service maintains fully-functional equipment and software.
Responsiveness: Items 6–9
E6.Excellent web site services will tell customers exactly when services will be performed.	P6.The web site service tells you exactly when services will be performed.
E7.Excellent web site services will give prompt service to customers.	P7.The web site service gives you prompt service.
E8.Excellent web site services will always be willing to help customers.	P8.The web site service is always willing to help you.
E9.Excellent web site services will never be too busy to respond to customers' requests.	P9.The web site service is never too busy to respond to your requests.
Assurance: Items 10–12
E10.Customers of excellent web site services will feel safe in their transactions.	P10.You feel safe in your transactions with the web site service.
E11.Excellent web site services will be consistently courteous with customers.	P11.The web site service is consistently courteous with you.
E12.Excellent web site services will have the knowledge to answer customers' questions.	P12.The web site service has the knowledge to answer your questions.
Empathy: Items 13–16
E13.Excellent web site services will give customers individual attention.	P13.The web site service gives you individual attention.
E14.Excellent web site services will have employees or agents who give customers personal attention.	P14.The web site service has employees or agents who give you personal attention.
E15.Excellent web site services will have the customer's best interests at heart.	P15.The web site service has your best interests at heart.
E16.Excellent web site services will understand the specific needs of their customers.	P16.The web site service understands your specific needs.

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