Abstract
Lascu and Clow provide a helpful literature review into web site satisfaction, detail a repeatable process for other researchers and propose their own scale of website interactivity with four subscales with low-to-strong internal reliability. The major disadvantage of the new scale is one-third of the 15-item questionnaire measures aspects of customer service center quality. Although such measures of ‘Customer Centeredness’ are important, it tends to be less universally helpful to many large e-commerce websites which have little telephonic interaction with their customers.
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