Microsoft Word Volume 2 Service and Service Quality Final docx

REFERENCE DIMENSION 
DESCRIPTION
WebQual (Loiacono, 
Watson, & Goodhue, 
2007) 
Usefulness

Informational Fit-to-Task 
Extent website meets consumer’s information needs 
(Loiacono et al., 2007, p. 83) 

Tailored Information
Interactive features to allow retrieval of information 
specific to a consumer’s needs (Loiacono et al., 
2007, p. 83) 

Trust 
Safety of transactions and personal information 
(Loiacono et al., 2007, p. 83) 

Response Time 
Waiting time between consumer’s actions and web 
site’s response (Loiacono et al., 2007, p. 83) 
Ease of Use 

Ease of Understanding 
Ease of reading web pages (Loiacono et al., 2007, p. 
83) 

Intuitive Operations 
Ease operating and learning to operate the web site 
(Loiacono et al., 2007, p. 83) 
Entertainment 

Visual Appeal 
The pleasantness of the web site’s design (Loiacono 
et al., 2007, p. 84) 

Innovativeness The 
innovativeness 
and creativeness of the web site 
(Loiacono et al., 2007, p. 84) 

Emotional Appeal 
Ability of web site to positively affect a consumer’s 
mood (Loiacono et al., 2007, p. 84) 
Complementary 
Relationship 

Consistent Image 
Fit of the web site’s image with the image of the 
company it belongs to (Loiacono et al., 2007, p. 84) 

On-line Completeness 
Extent all business transactions can be completed on 
the web page (Loiacono et al., 2007, p. 84) 

Relative Advantage 
Extent website is a useful alternative to conducting 
transactions with company offline (Loiacono et al., 
2007, p. 84) 
REFERENCE DIMENSION 
DESCRIPTION
NetQual (Bressolles 
& Nantel, 2008) 
Information 
The extent to which the web site provides relevant, 
accurate and in-depth information about 
products/services proposed (Bressolles & Nantel, 
2008, p. 16) 
Ease of use 
Refers to ease of using the web site, searching for 
information, navigation, and web site organisation 
and layout (Bressolles & Nantel, 2008, p. 16) 
Site design 
The appearance of the web site in terms of its colour, 
creativity and attractiveness (Bressolles & Nantel, 
2008, p. 16) 
Reliability 
Refers to the ability of the service provider to deliver 
the correct product/service quickly and on time, as 
well as the quality of after-sale support (Bressolles & 
Nantel, 2008, p. 16) 
Security/Privacy 
Relates to the ability of the service provider or web 
site to instil a feeling of confidence and trust in the 
customer (Bressolles & Nantel, 2008, p. 16) 

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Business Service Management White Paper - Volume 2 
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