| Code | Indicator | Imp | Perf |
| USA1 | I find the site easy to learn to operate | 5.43 | 4.65 |
| USA2 | My interaction with the site is clear and understandable | 5.28 | 4.43 |
| USA3 | I find the site easy to navigate | 5.20 | 4.45 |
| USA4 | I find the site easy to use | 5.02 | 4.53 |
| USA5 | The site has an attractive appearance | 5.18 | 4.75 |
| USA6 | The design is appropriate to the type of site | 5.18 | 4.33 |
| USA7 | The site conveys a sense of competency | 5.21 | 4.85 |
| USA8 | The site creates a positive experience for me | 5.25 | 3.98 |
| INF1 | Provides accurate information | 5.25 | 4.12 |
| INF2 | Provides believable information | 5.27 | 4.25 |
| INF3 | Provides timely information | 5.28 | 4.35 |
| INF4 | Provides relevant information | 5.28 | 4.27 |
| INF5 | Provides easy to understand information | 5.32 | 4.67 |
| INF6 | Provides information at the right level of detail | 5.33 | 4.28 |
| INF7 | Presents the information in an appropriate format | 5.18 | 4.20 |
| INF8 | Has a good reputation | 5.47 | 4.95 |
| SERV1 | It feels safe to complete transactions | 5.25 | 4.08 |
| SERV2 | My personal information feels secure | 5.27 | 4.22 |
| SERV3 | Creates a sense of personalization | 5.30 | 4.73 |
| SERV4 | Conveys a sense of community | 5.32 | 4.70 |
| SERV5 | Makes it easy to communicate with the organization | 5.28 | 4.40 |
| SERV6 | I feel confident that goods/services will be delivered as promised | 5.28 | 4.36 |
| OQ | Consumers satisfaction of overall website quality | 5.27 | 4.10 |
| Mean | 5.27 | 4.42 | |