| Construct | Numbers | Items |
| COVID-19 (C) | C1 | Customers were shopping more often online than before the COVID-19 period. |
| C2 | From experience, it was evident that customers were concerned about shopping in online stores during the COVID-19 period. | |
| C3 | COVID-19 has influenced online service quality. | |
| C4 | COVID-19 has influenced retail company performance | |
| Service Quality | ||
| Responsiveness (R) | R1 | Employees respond to customers’ requests promptly during the COVID-19 period. |
| R2 | Employees were willing to help customers during the COVID-19 period. | |
| R3 | This company provided prompt service to customers during the COVID-19 period. | |
| Reliability (RE) | RE1 | This retailer provided services to customers on time or sooner during the COVID-19 period. |
| RE2 | This retailer keeps informed about when services (e.g. Adjusted store hours) will be performed during the COVID-19 period. | |
| RE3 | This retailer provided services right for the first time during the COVID-19 period. | |
| Empathy (E) | E1 | This retailer cares about providing accommodations to seniors, minorities, or disabilities during the COVID-19 period |
| E2 | This retailer cares about raising money to donate to the food bank and/or charities that are impacted by COVID-19. | |
| E3 | This retailer gave customers individual attention during the COVID-19 period. | |
| Safety Assurance (SA) | SA1 | At this retailer, safety-related information is well-informed and maintained during the COVID-19 period. |
| SA2 | At this retailer, the check-out process is safe during the COVID-19 period. | |
| SA3 | At this retailer, employees are knowledgeable to answer customers’ questions during the Covid-19 period. | |
| Online business performance | ||
| Performance (P) | P1 | Sales growth |
| P2 | Public image | |
| P3 | Customer complaint | |
| P4 | Customer loyalty | |