Website Technical Reliability

What it measures

Three items measure a user's perception that a website operates without technical glitches — specifically the absence of crashes, server errors, and pages still under construction. Developed as part of a large multi-site study of online trust drivers.

Response format

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

Scale items

• There were no errors or crashing.
• There were no busy server messages.
• There were no pages 'under construction.'

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

Usage notes & scoring

One of several website attitude subscales developed by Bart et al. (2005). The measurement model was confirmed acceptable and discriminant validity was supported across subscales. Items are framed as factual observations rather than opinions.

Recommended companion scales

Citation

Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133–152.

Keywords