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.

Representative items

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

Citation

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