| Measures | Meaning |
| Responsiveness (R) | This is the capacity of an online business to provide prompt service, demonstrate an active readiness to assist customers and have employees available whenever needed to assist customers. |
| Reliability (RE) | This is the willingness of an online business to deliver services on time, in the same manner as before COVID-19, and without difficulties. |
| Empathy (E) | The term being described pertains to the aptitude exhibited by employees within an online business to demonstrate politeness and amiability, comprehend the distinctive requirements of individual customers, provide additional attention and consideration to customers, and allocate sufficient time to elucidate the processes and protocols involved in the provision of services. |
| Safety Assurance (SA) | The capacity of online business staff to enhance customers’ sense of safety and comfort throughout the service delivery process. This also includes situations where the employee’s talents and competencies elicit trust and confidence. |
| Performance (P) | Performance refers to the capacity of an online business to effectively execute a service quality strategy to attain organizational goals, with a specific emphasis on key performance indicators such as sales growth, public image, customer compliance, and loyalty. |
| COVID-19 (C) | The influence of a pandemic on customers’ ability to purchase online, their concerns regarding online purchasing, and the quality of service provided. |