Five psychometric scales for online measurement of the quality of human-computer interaction in Web Sites

The use of a comprehensive set of psychometric instruments for measuring the quality of interaction in Web sites is proposed. Five existing scales for Web site evaluation, each measuring a key construct in human-computer interaction, were used together. The set of 5 scales demonstrated good distinguishability of factor structure, and all scales possessed adequate reliability. Evidence for validity of the scales was obtained, but additional work is necessary to establish the conditions under which these properties are best demonstrated. Aesthetic quality emerged as a separate scale that moderately correlated with other scales and level of task performance, highlighting the importance of aesthetics in interaction with Web pages. The results suggest the 5 scales can be used to measure the quality of interaction in Web sites for both monitoring and continual improvement of these sites.