The WebQual instrument

WebQual 4.0 is a generalized insturment that has been strengthened by making heavier use of existing literature on web usability. We use a 1 to 7 scale to assess the user rating of the quality and a 1 to 7 scale to assess the importance of the quality to the user.

See the instrument in use in our bookshop paper.

Quality Description
Usability
1 I find the site easy to learn to operate
2 My interaction with the site is clear and understandable
3 I find the site easy to navigate
4 I find the site easy to use
5 The site has an attractive appearance
6 The design is appropriate to the type of site
7 The site conveys a sense of competency
8 The site creates a positive experience for me
Information Quality
9 Provides accurate information
10 Provides believable information
11 Provides timely information
12 Provides relevant information
13 Provides easy to understand information
14 Provides information at the right level of detail
15 Presents the information in an appropriate format
Interaction Quality
16 Has a good reputation
17 It feels safe to complete transactions
18 My personal information feels secure
19 Creates a sense of personalization
20 Conveys a sense of community
21 Makes it easy to communicate with the organization
22 I feel confident that goods/services will be delivered as promised
Overall impression
23 My overall view of this Web-site