Category

Indicator

Code

Usability

I find the site easy to learn to operate

USA1

My interaction with the site is clear and understandable

USA2

I find the site easy to navigate

USA3

I find the site easy to use

USA4

The site has an attractive appearance

USA5

The design is appropriate to the type of site

USA6

The site conveys a sense of competency

USA7

The site creates a positive experience for me

USA8

Information

Provides accurate information

INF1

Provides believable information

INF2

Provides timely information

INF3

Provides relevant information

INF4

Provides easy to understand information

INF5

Provides information at the right level of detail

INF6

Presents the information in an appropriate format

INF7

Service interaction

Has a good reputation

INF8

It feels safe to complete transactions

SERV1

My personal information feels secure

SERV2

Creates a sense of personalization

SERV3

Conveys a sense of community

SERV4

Makes it easy to communicate with the organization

SERV5

I feel confident that goods/services will be delivered as promised

SERV6

Overall quality

Consumers satisfaction of overall website quality

OQ