E-Retailer Website Design Quality

What it measures

A second-order reflective measure of the website design dimension of e-service quality, capturing overall browsing experience, website quality, and general satisfaction. Items are intentionally general because specific first-order design attributes are measured separately. AVE = .82. Evidence of discriminant validity reported.

Response format

5-point Likert (strongly agree to strongly disagree — note: anchors reversed from typical convention)

Scale items

• Overall, my experience at the online retailer's website is excellent.
• Overall, the quality of the online retailer's website is excellent.
• I am generally very satisfied with the website.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Part of Blut's (2016) hierarchical e-service quality model. Response anchors are reversed: strongly agree = 1, strongly disagree = 5. Alpha = .93, AVE = .82 (n = 358, US panel). Administered in reference to a specific retailer with whom the participant has purchase experience. Companion scales cover customer service and order fulfillment dimensions.

Recommended companion scales

Citation

Blut, M. (2016). E-service quality: Development of a hierarchical model. Journal of Retailing, 92(4), 500–517.

Keywords