WebServ Index: An indicator for visitor-perceived website service quality in Malaysia

This paper presents the development of a measurement index called WebServ Index. The proposed index is developed based on an empirical research of visitor-perceived website service quality for Malaysian corporate websites. The survey data were collected using structure questionnaire from the respondents, assessing the randomly selected websites of Malaysian public-listed companies. The scale development process which employed the exploratory and confirmatory factor analyses found six dimensions of website service quality. Psychometric properties (reliability and validity) of the measure were satisfactory. The measurement scale indicated good fit indices. Thereafter, it was used to compute the WebServ Index, an indicator from the visitor´s perspective for evaluating the website service quality.