Cb
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Behavioral Measures e
iqu n u r of e b Num rs of te a o r t i s n vi rsio tors e v con w visi e of n
Num b click er of s
Focus on the measurement of the commercial activity of the site An a nav lysis of igati of p o on roto n g c ver oing ols o r con baliza nav sume tion o sit igati rs in f ua a tio on n
r of e b Num ue uniq ors of t visi ersion v con of new rate s
Attitudinal Measures
Traditional measure
Measurement of electronic service quality by practitioners
Measurement of electronic service quality by researchers
E-SERVQU AL
Em pathy
Ass ur ance
Respons iveness
Rel iabi lity
Tangi bl es
E-SERVQUAL No.
Dimensi ons
Items
1.
Tangibles
Appearances of physical facilities, equipment, personnel, and communication materials.
2.
Reliability
Ability to perform the promised service dependably and accurately.
3.
Responsiveness
Willingness to help customers and provide prompt services
4.
Assurance
Knowledge and courtesy of employees and their ability to convey trust and confidence
5.
Empathy
Caring and individualized attention provided to customers
iqu n u r of e b Num rs of te a o r t i s n vi rsio tors e v con w visi e of n
Num b click er of s
Focus on the measurement of the commercial activity of the site An a nav lysis of igati of p o on roto n g c ver oing ols o r con baliza nav sume tion o sit igati rs in f ua a tio on n
r of e b Num ue uniq ors of t visi ersion v con of new rate s
Attitudinal Measures
Traditional measure
Measurement of electronic service quality by practitioners
Measurement of electronic service quality by researchers
E-SERVQU AL
Em pathy
Ass ur ance
Respons iveness
Rel iabi lity
Tangi bl es
E-SERVQUAL No.
Dimensi ons
Items
1.
Tangibles
Appearances of physical facilities, equipment, personnel, and communication materials.
2.
Reliability
Ability to perform the promised service dependably and accurately.
3.
Responsiveness
Willingness to help customers and provide prompt services
4.
Assurance
Knowledge and courtesy of employees and their ability to convey trust and confidence
5.
Empathy
Caring and individualized attention provided to customers
