{'fraction_non_alphanumeric': 0.023278370514064017, 'fraction_numerical': 0.0019398642095053346, 'mean_word_length': 5.37037037037037, 'pattern_counts': {'":': 0, '<': 0, '<?xml version=': 0, '>': 0, 'https://': 0, 'lorem ipsum': 0, 'www.': 0, 'xml': 0}, 'pii_count': 0, 'substrings_counts': 0, 'word_list_counts': {'cursed_substrings.json': 0, 'profanity_word_list.json': 0, 'sexual_word_list.json': 0, 'zh_pornsignals.json': 0}}
Electronic service quality: Public transport information on the Internet

As public transit companies market new self-service technologies, it has become increasingly important to understand the factors affecting the users’ perceived quality of these services. Electronic Service Quality has been broadly defined as encompassing all phases of a customer’s interaction with a website. The E-S-QUAL scale comprises 4 dimensions. This paper examines the importance of 3 of the suggested quality dimensions (efficiency, system availability, fulfillment) for overall satisfaction when using information-based websites. A survey was conducted with respondents being asked to use and evaluate an existing website delivering public transit information in their region. Results reveal efficiency (addressing the ease and speed of using the site) was most important for overall satisfaction. It is also concluded that a modified E-S-QUAL scale is appropriate for this purpose as it was possible to adapt it to a pure service-related website.