| Variable | Indicator | Imp | Perf | Q(Gap) |
| SERV1 | It feels safe to complete transactions | 5.25 | 4.08 | −1.17 |
| SERV2 | My personal information feels secure | 5.27 | 4.22 | −1.05 |
| SERV3 | Creates a sense of personalization | 5.30 | 4.73 | −0.57 |
| SERV4 | Conveys a sense of community | 5.32 | 4.70 | −0.62 |
| SERV5 | Makes it easy to communicate with the organization | 5.28 | 4.40 | −0.88 |
| SERV6 | I feel confident that goods/services will be delivered as promised | 5.28 | 4.36 | −0.92 |
| Mean | 5.28 | 4.42 | −0.87 | |