NO

STATEMENT

IMPORTANCE

PERFORMANCE

1

2

3

4

5

6

1

2

3

4

5

6

Usability

1

I find the site easy to learn to operate

2

My interaction with the site is clear and understandable

3

I find the site easy to navigate

4

I find the site easy to use

5

The site has an attractive appearance

6

The design is appropriate to the type of site

7

The site conveys a sense of competency

8

The site creates a positive experience for me

Information

9

Provides accurate information

10

Provides believable information

11

Provides timely information

12

Provides relevant information

13

Provides easy to understand information

14

Provides information at the right level of detail

15

Presents the information in an appropriate format

16

Has a good reputation

Service Interaction

17

It feels safe to complete transactions

18

My personal information feels secure

19

Creates a sense of personalization

20

Conveys a sense of community

21

Makes it easy to communicate with the organization

22

I feel confident that goods/services will be delivered as promised

Overall quality

23

Consumers satisfaction of overall website quality