Table 1 Service quality model compilation
From: Featuring the e-service quality of online website from a varied perspective
Model | Construct | Definition |
|---|---|---|
SERVQUAL | Reliability | Shopping site offers reliability and the ability to service commitments |
Responsiveness | Shopping site is willing to help customers and provide prompt service | |
Assurance | Shopping site offers security and privacy of transactions capabilities | |
Empathy | Shopping site cares and attends to the ability of customers | |
Tangible | Interface design and architecture of shopping site | |
QES | Environment quality | The appearance of the user interface |
Delivery quality | Interaction between the customer and the website during the service process | |
Outcome quality | Consumer’s measure of service outcome after receiving the service | |
WPI | System availability | Website’s technical function and performance |
Ease of use | Users can easily use the site | |
Usefulness | Website can provide useful information | |
Navigational challenge | Overall navigation structure of the site allows users to easily navigate | |
Website design | The external design of the website | |
Content quality | Website can provide accurate and useful product information | |
Enjoyment | The interactive pleasures between the users and the website | |
Trust | Website gives users a sense of security and trust worthy |