Website Customer Service Responsiveness

What it measures

Three items measure how responsive a website's customer service is — including willingness to address customer needs, genuine interest in solving problems, and prompt handling of inquiries. One of four eTailQ subscales.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• The company is willing and ready to respond to customer needs.
• When you have a problem, the website shows a sincere interest in solving it.
• Inquiries are answered promptly.

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

Usage notes & scoring

One of four eTailQ subscales. CFA supported unidimensionality and discriminant validity. Companion scales: Website Order Fulfilment Reliability (ID 1047) and Website Safety Perceptions (ID 1050).

Recommended companion scales

Citation

Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting eTail quality. Journal of Retailing, 79(3), 183–198.

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