Website Design Quality (eTailQ)

What it measures

Five items assess a customer's overall experience with an e-retail website on dimensions including information depth, time efficiency, transaction ease, personalisation appropriateness, and product selection.

Response format

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

Scale items

• The website provides in-depth information.
• The site doesn't waste my time.
• It is quick and easy to complete a transaction at this website.
• The level of personalization at this site is about right, not too much or too little.
• This website has good selection.

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

Usage notes & scoring

One of four eTailQ subscales by Wolfinbarger and Gilly (2003). Alpha .83. This subscale excludes customer service items. Companion subscales cover fulfillment/reliability, privacy/security, and customer service.

Citation

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

Keywords