Microsoft Word Volume 2 Service and Service Quality Final docx

REFERENCE DIMENSION 
DESCRIPTION
*E-Qual (Barnes
& Vidgen, 2004) 
Usability 
“Usability is concerned with the pragmatics of how a 
user perceives and interacts with a web site” (Barnes 
& Vidgen, 2004, p. 46) 

Usability 
Ease of use and navigation (Barnes & Vidgen, 2004, 
p. 51) 

Design 
Appearance and image conveyed to the user (Barnes 
& Vidgen, 2004, p. 51) 
Information Quality 
“The quality of the content of the site” (Barnes & 
Vidgen, 2004, p. 52) 

Information 
“The suitability of the information for the user’s 
purposes, e.g. Accuracy, format, and relevancy” 
(Barnes & Vidgen, 2004, p. 52) 
Service Interaction 
“The quality of the service interaction experienced by 
users as they delve deeper into the site” (Barnes & 
Vidgen, 2004, p.52) 

Trust 
Reputation and security (Barnes & Vidgen, 2004, p. 
52) 

Empathy 
Personalization and communication with site owner 
(Barnes & Vidgen, 2004, p. 52) 
REFERENCE DIMENSION 
DESCRIPTION
(Lee & Lin, 2005) 
Web site design 
“Customer perception of degree of user friendliness 
in using an online store” (Lee & Lin, 2005, p. 167) 
Reliability 
“Customer perception of the reliability and security of 
the service provided by an online store” (Lee & Lin, 
2005, p. 167) 
Responsiveness 
“Customer perception of the responsiveness and 
helpfulness of the service provided by an online 
store” (Lee & Lin, 2005, p. 167) 
Trust 
“Customer perception of the level of trust 
mechanisms provided by an online store” (Lee & Lin, 
2005, p. 167) 
Personalisation 
“Customer perception of the degree to which an 
online store provides differentiated services to satisfy 
specific individual needs” (Lee & Lin, 2005, p. 167) 

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Business Service Management White Paper - Volume 2 
Page 40 of 46