Measuring web site information and service quality - an extended multi-attribute attitude model

Information and service quality (ISQ) is a critical factor in the success of commercial web sites and is a well-researched area in Information Systems (IS) and Marketing. Our study develops an instrument that measures web site success by evaluating ISQ performance. We deploy a multi-dimensional conception of ISQ from IS literature that we use for measuring dimension relevance and performance perception according to Marketing research. Both are components of a linear compensatory relevance-weighting model. We extend this model by integrating a maximal performance norm and a normalization procedure for calculating an overall ISQ performance score, establishing a maximal perceived-performance gap. In addition, different web site usage contexts are linked to performance perceptions. The applicability of the approach is demonstrated in an empirical study examining the ISQ performance of a commercial web site (n = 226). Our instrument adds exploratory power to existing measurement approaches and supports customer-centric web site design