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 |